Returns, Refunds, Exchanges
If you’ve had a change of heart about your purchase made online or over the phone, you may return it to us for a full refund, store credit, or an exchange. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Rest assured, we are committed to facilitating either an exchange or refund, provided the item meets our terms and conditions outlined hereafter.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging.
When we refer to ‘same condition’ we mean:
- All original packaging and labels must be retained in good condition, ensuring the product is suitable for resale at full price.
- The product must remain unused.
- It should not contain any personal data and must not be registered to a user.
Return Process
To initiate a return, simply contact us at [email protected]. If you made your purchase in-store, you are welcome to drop by for an instant refund. For orders made online or over the phone, we will happily guide you through the process by providing instructions on where and how to send your package. Keep in mind that items returned without prior authorisation may not be accepted.
To make returning your item as effortless as possible, please ensure it is securely placed in its original packaging. Additionally, to enhance the efficiency of the refund process, we kindly request that you also include your receipt or proof of purchase. Please be aware that we need an email address or contact number to facilitate the refund process for purchases made over the phone.
Upon receiving and inspecting your returned item, we will promptly notify you via email or phone call to confirm its arrival and inform you of the approval or rejection of your refund. If approved, we will then process your return or exchange as swiftly as possible and refund you the cost of your order, excluding postage or delivery fees. Typically, refunds for returned items are processed within 7 days of receipt and will be credited back to the original payment method used. If you haven’t received your refund within 7 days of sending it, please don’t hesitate to contact us. Refunds may further take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.
Shipping
Should you wish to return an item, please note that we are unable to arrange a collection without additional cost; therefore, you will be responsible for ensuring the safe return of the product to us. Please be aware that shipping costs are non-refundable. In the event of a refund, the cost of return shipping will be deducted from your refund amount. Depending on your location, the time taken for your exchanged product to reach you may vary. Rest assured, we will begin processing your refund upon receipt of the item.
For items valued over £100, we recommend utilising a trackable shipping service or purchasing shipping insurance. As we cannot guarantee the receipt of your returned item, this precautionary measure ensures added peace of mind.
What Can’t Be Returned
Please note that certain products can only be returned if they’re faulty or not as described. These include:
- Purchases made over 30 days ago
- Clearance, special order and sale items
- Items that have been opened or unsealed, except where necessary for inspection
- Products lacking original packaging or labels
- Items or packaging in subpar condition
- Products containing personal data or registered with the manufacturer
- Custom-made or personalised products
Kindly be advised that returns falling outside our policy parameters, or lacking proof of purchase, may hinder our ability to process a refund or exchange. Therefore, it is imperative to retain your receipt or order confirmation. Please get in touch if you have questions or concerns about your specific item.
For further information regarding the return of sale items, please reach out to [email protected].
Damages and Issues
Please inspect your order upon receipt and contact us at your earliest convenience if any item is defective, damaged, or if you received the wrong item, so that we may evaluate the issue and make it right. Your statutory rights remain unaffected by this inspection. In the event of any issues, we aim to address them swiftly to minimise any inconvenience to you.
Once the goods are in your hands, they become your responsibility, and any subsequent damage while they’re with you is also your responsibility. Most of our deliveries require a signature. If you’re unable to sign upon delivery, we’ll do our best to reach out and arrange a convenient redelivery time. Our liability, except for negligence, ends once the carrier has attempted delivery to you. If you notice any visible damage during transit, please sign for the delivery as ‘damaged’ and let us know right away.
If goods are not returned in their original condition due to excessive handling or if any components are missing (including packaging materials and manuals), we may need to make a reasonable deduction. Please refrain from sending the product back to the manufacturer.
Returning Faulty Items
If your product develops a manufacturing fault within 30 days of purchase, please return it with proof of purchase for an exchange or refund. Before returning, please ensure any security features are disabled and personal data is removed. After 30 days, we’ll proceed with repair or replacement in line with the terms of the Consumer Rights Act 2015
Should you encounter any issues or require assistance with a faulty item, please do not hesitate to get in touch with us.
Your Statutory Rights
The exclusions mentioned above do not affect your statutory rights, particularly those under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Questions
If you have any questions regarding our return policy, please contact us at:
+44 20 7487 4080
[email protected]