What is your return policy?Updated a month ago
For UK customers, we are happy to accept returns within 14 days of your order reaching you. If 14 days have passed, unfortunately, we are unable to accept your return. Once you've registered your return, you have 7 days to send your return parcel to us.
To be eligible for a refund or exchange, your item/s must be returned in the original condition, unworn with tags attached. Once your return is received, it will be checked by our returns team. If items are returned to us not in their original condition, unfortunately we cannot process a refund or exchange.
All UK returns cost £2.95 which will be made payable by the customer. The return fee for EU orders varies depending on where you live.
How to return
UK customers – create a return through our UK returns portal
EU customers – create a return through our EU returns portal
To create a return, simply enter your order number (including prefix "#" i.e. #4TH123456) and email address into the relevant portal and follow the steps to generate a Royal Mail postage QR code or printable label. You can then drop off your items at a Royal Mail location and we will notify you when your parcel has reached our warehouse for processing.
To help us process your returns smoothly, each order needs to be returned in its own parcel. Please register each return separately through our returns portal, where you'll receive a unique QR code and shipping label for each one. Returning multiple orders in a single parcel may cause delays or issues with your refund or exchange.
Remember to keep hold of any postage receipts until your refund has been fully completed.
Exchanges
We currently offer exchanges for our UK customers. We are happy to accept exchanges within 14 days of your order reaching you. If 14 days have passed, unfortunately, we are unable to issue an exchange.
To create an exchange, please register your items through our online portal.
Exchanges are only processed once we have received the original item and it has been processed by our returns team. This may take up to 5 working days. Unfortunately during this processing period, your desired exchange item may be out of stock. In this instance, our team will issue a refund.
Note: If the original item purchased was part of a promotion or discount, the exchange amount is to the value of the original price paid.
We do not offer exchanges for EU customers. If you’re looking for a different size or style, simply return your original item and place a new order!
Unfortunately we cannot process an exchange if the items sent back to us are not in their original condition.
Refunds
We kindly ask that you allow up to 5 working days from the date your return reaches our warehouse for your refund to be processed or your exchange to be fulfilled. After that, it may take a further 3-5 working days for your refund to reach your account depending on your original payment method.
If you still haven't received your refund or exchange in the given time frame, please contact us and we will look into this for you.
We do not refund the original delivery fee.
Original Condition and Fair Use Policy
It’s our number one priority to make sure that our customers receive items in top condition, free from any damage or wear. Every item that is returned to us is manually inspected by our team to make sure that our customers only receive items in their best condition.
For hygiene and safety reasons, certain items cannot be returned, including:
Items with tags removed
Swimwear if the hygiene sticker has been removed or tampered with
Items that carry an odour from smoke, perfume or other smells
Items with marks or stains
Items worn for a significant length of time beyond trying on
We completely understand if you’d like to try items on to check they are just right for you and your style. You are more than welcome to try on items as you would in a physical store, but we kindly ask that you don’t wear an item for too long unless you’re sure you’ll be keeping it. It's best to avoid wearing makeup while trying items on to avoid any transfer.
If we receive a return in a condition that doesn’t meet our policy, we won’t be able to issue a refund, and the item will not be sent back to you.
For exchange requests, if the returned item arrives in an unsuitable condition, we won’t be able to process the exchange or refund, and the original item will also not be returned to you. If you’d still like the new item, you’ll need to place a new order through our website.
In the event that we cannot refund you for returned items, we will always notify you by email to explain why the refund could not be processed.