DO NOT return items without prior notification as this will void eligibility for any refund or exchange you may be entitled to.
DO return the item unused and in the same condition that you received it accompanied with original packaging and a note including the order number, the name the order was placed under & the reason for return.
We do not issue refunds for items where the reason for return has correlating information included in the product description/s; in these cases we will offer an exchange or store credit.
Non-returnable items: Gift cards/store credit, underwear, used or soiled products (please contact firstname.lastname@example.org if you believe an underwear item has a manufacturing fault).
Once your return is received and inspected we will send you an email to notify you that we have received the item and to notify you of the approval or rejection of your refund.
If the refund is approved then your refund will be initiated to credit the purchase price & original shipping cost to your original method of payment; the processing time for this to appear in your account will vary depending on you bank.
Late or missing refunds:
If you think you haven’t received a refund that has been initiated please first check your bank account again & contact your credit/debit card company; it may take some time before your refund is officially posted & your account updated accordingly
If you’ve done all of this and you still have not received your refund yet, please contact us email@example.com.
Made to order (MTO):
Refunds or exchanges of MTO items will only be granted on the basis of defect or damage. We reserve the right to deny exchanges or refunds based on your chosen size at the point of sale. MTO products are put into production at your request & we provide accurate size charts for your guidance; please refer to them or contact us if you have any queries prior to placing an order.
Size exchanges use up many different types of resources and have a negative impact on our business & the environment. Please contact us as soon as possible if you believe your size choice was incorrect but we cannot guarantee that your order hasn't already been put into production. Please consider your MTO orders carefully.
We offer refunds on regular priced itemsONLY; sale items may be eligible for exchangeONLY. Please get in touch if you think you need to return a sale item.
We would prefer not to have to process size exchanges & we provide size charts for the majority of our products; if you have any concerns regarding sizing or measurements please email firstname.lastname@example.org & we will be happy to help.
We only replace items "like for like" if they are defective or damaged (this does not apply to any items already sold as "defect").
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the returns processMUST be carried out by the original paying customer.
To return your product, you should mail your product to:
Return shipping costs are the responsibility of the customer & are non-refundable. If you receive a refund the original shipping cost will be included.
Depending on where you live the time it may take for your exchanged product to reach you can vary.
If you are shipping an item over £50 you should consider using a tracked shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item. Lost returned items remain the responsibility of the customer.