To be entitled to a full refund or exchange, we must have received the return item in unused condition in the original packaging within 30 days of you taking delivery. If you return your purchase by post or courier after the periods outlined above (with exception of faulty or damaged goods) we reserve the right not to process your return.
When returning goods please use the returns section of ‘my account’ to start the return. Our team will get back to you as soon as possible to accept the return, you will be sent a returns form by one of our team members when the case has been accepted.
Please make sure you select the correct reasons/actions. Incorrect details where we have covered shipping on a case that should have been buyers responsibility will result in shipping cost being deducted from refund amount.
To be entitled to a full refund or exchange, we must have received the returned item(s), within 30 days of you taking delivery.
All items RETURNED WITHOUT A RETURNS FORM OR ENCLOSED SUFFICIENT INFORMATION will NOT be processed.
If you return your purchase by post or courier after the periods outlined above (with the exception of faulty or damaged goods) we reserve the right not to offer you a refund in full. This does not affect your statutory rights.
We may instead return your purchase to you. Prior to sending it, you will be charged the delivery fee applicable to the products and your location.
Proof of purchase
No refund or exchange will be given without a receipt, dispatch note or other proof of purchase.
Refunding return postal costs
Please note: We do not offer a returns postage cost refund on any unwanted returns. If you have received faulty or incorrect goods please contact us before returning your item.
In the case of an incorrect or faulty item being received and where we are unable to arrange a collection or provide a prepaid label on your behalf, postage costs will only be refunded up to a maximum value of £7.50 and only to a value equivalent to a standard delivery charge for this item. Anything returned on a premium or insured service is at the buyers discretion and will not be reimbursed.
Taking Care of Our Goods
You will naturally wish to inspect the products you order and try them on for size. However, whilst you are deciding whether to keep your purchases, you do have a statutory duty to take reasonable care of the goods. Therefore, please ensure you do not damage the items (or the packaging where it forms part of the goods, for example, boxed garments and gift items) and, if you wish to return anything, that it reaches us in perfect condition.
Where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them, we reserve the right to refund you in full less any amount due by way of compensation, to either repair the goods or to cover any loss.
We strive to process all returns within 1 -2 working days of them arriving with us, however during peak times, this can vary slightly. All returns that require outgoing consignments are sent using a 1-2 working day courier service.
Faulty or Damaged Goods
Most items are guaranteed against faults for up to 1 year after purchase (This is at the discretion of the manufacturer). This is to cover manufacturing faults and does not cover wear and tear including rips, dents, scratches, paint damage or accidental breakages.
The manufacturer needs to agree to repair, replace or credit the faulty item before we can accept your return so please contact us with images and further details before returning your item. Please note this process can take up to 6 - 8 weeks and we reserve the right to refuse return if the goods are not returned in satisfactory condition.
If a return is made on a promotional order (e.g. a multi buy promotional offer) to calculate the refund due we shall reapply the promotion offer to non-returned items and the refund shall be the value of the returned items less any promotional discount to which your revised order is no longer eligible. In the case of gift with purchase promotions if the return does not include the complimentary gift and the monetary remainder of the order fails to reach the amount required to qualify for the promotion, the price of the complimentary gift with purchase will be deducted from the item(s) returned.
Any disputes or complaints you may have should be emailed directly to firstname.lastname@example.org giving as much information as possible including the name the order was placed under, a clear description of the complaint or disputation and contact details. They will be investigated so a solution can be agreed as quickly as possible.