Returns and refunds

Changed your mind? Send it back within 14 days of delivery. This page explains how returns and refunds work, and the rights the law gives you.

Changing your mind

You can return any piece within 14 days of delivery, for any reason.

The Consumer Contracts Regulations also give you the right to cancel within 14 days of the day you receive your order. Once you’ve told us you’re cancelling, you have a further 14 days to send the pieces back.

How to return a piece

1. Email [customer care email] with your order number and the pieces you’re returning.
2. We’ll reply with the address to send them to. [Returns address, or how it's shared]
3. Pack the pieces carefully, with their tags on, and post them using a tracked service. Keep your proof of postage.

[Who pays for return postage when a customer changes their mind? Is there a prepaid label?]

Condition of returns

Pieces should come back unworn and unwashed, with their tags still on. You can try a piece on as you would in a shop. We may reduce your refund if a piece has been worn, washed or damaged beyond that.

Refunds

We refund your original payment method within 14 days of receiving your return, or of you showing us proof that you’ve sent it. If you return your whole order, we also refund what you paid for standard delivery. If you chose a faster delivery option, we refund the standard delivery cost only.

Exchanges

[Do you offer exchanges, or should customers return and reorder?]

Faulty or wrong pieces

If a piece arrives faulty, damaged or isn’t what you ordered, email us within 30 days of delivery with your order number and a photo. We’ll give you a full refund, including delivery, and cover the cost of sending it back. After 30 days, you can ask for a repair or replacement under the Consumer Rights Act 2015.

Returns from outside the UK

You can return pieces from anywhere. [Do you refund import duties and taxes on international returns?]

Questions

Email [customer care email], or see Help.