Cancellations & Returns
Cancelling or returning an order you no longer require:
If you wish to cancel or return an order because you no longer want the item – you must notify us within 14 calendar days of receiving your parcel to be eligible for a full refund.
To arrange your return – please submit your request via our contact us page (choosing “return/amend/exchange my order” option) and we will send you a pre-paid returns label that you can print and attach to your parcel. Once the parcel is packaged and the returns label is applied – please take the parcel to your local post office who will return the parcel to us via a tracked 48-hour service.
Please note that we must receive your parcel back to us within 14 days of you notifying us of your decision to return the order, and assuming there is no fault or discrepancy with your order – we will deduct a handling fee of £3.49 from your refund, to cover the cost of returning and re-stocking your item within our warehouse.
If you notify us of your request to cancel or return your item after 14 calendar days of receiving your goods, but within 28 days – we are unable to process a refund and will instead issue a credit note to the full value of the product (excluding the shipping cost you paid on the original order).
We will process all refunds or credit notes within 14 calendar days of receiving your returned item back to us.
NOTE: Requesting to amend the size of clothing that you ordered incorrectly will incur a £3.49 handling fee to return the item, but we will not charge for the additional delivery to send the replacement size back to you.
Cancelling or Returning an Order that is faulty or incorrect:
If you wish to cancel or return an order or item that you have received that is faulty, or incorrect – please notify us as soon as possible and we will do our best to repair or replace your order or item.
You can return an item that is faulty up to 6 months after purchasing it and receive a full refund. The only exception to this is if you purchase a product that is stated to be faulty when sold - i.e. stock or sale items that we may occasionally sell for a reduced price due to faults, defects or other damages. Such items will be clearly marked on our website.
To notify us of a faulty or incorrect item or order– please submit your request via our contact us page (choosing “return/amend/exchange my order” option) and our team will arrange for a replacement to be sent to you.
Please note that we can ONLY refund, repair or replace damaged items that were either a) damaged or defected upon receipt or b) not damaged or defected by you (the customer). We cannot process a refund for a faulty or damaged item or order when the damage is occurred by trying something on and staining it with make up or fake tan for example. It will be at our discretion whether we refund items we deem damaged by the customer.
NOTE: We will not charge a handling fee for replacing or repairing a faulty or incorrect item or order.
General Guidance and Returns Address:
Cancellations and returns are always best handled when we are notified as soon as possible. We will endeavor to respond to all return or cancellation request emails within 24 working hours, and will always try to offer the best possible solution for you.
Please always quote your order number (e.g. #3445) and date you received the parcel (where applicable) when contacting our returns team.
We recommend you always use our pre-paid tracked returns service as we can trace the parcel every step along the way. If for whatever reason you choose not to use our tracked returns service and wish to arrange your own postage, you can find our returns address below. Please note however that we will not be held responsible for any returned item that goes missing as a result of using your own postage provider, and will not be able to process a refund for parcels that never come back to us.
For further guidance, support and advice regarding returns and cancellations – please get in touch via our contact us page (choosing “return/amend/exchange my order” option).
Unit 11, Portobello Trade Park