What should I do if my refund is incorrect?Updated a month ago
There are a few reasons why your refund amount may differ from what you expected. Some factors that may affect your refund amount include:
Return fee
All UK returns cost £2.95 which will be made payable by the customer. The return fee for EU orders varies depending on location.
Our £2.95 return fee is in place to reduce the carbon footprint of returns. The logistical process of returning goods comes with an environmental footprint and as a brand who strives for a more sustainable shopping experience we find this extremely important. Our goal is to continue to offer great prices and products and do this in a more sustainable way.
Delivery charges
We do not refund the original shipping charge, except in exceptional circumstances.
Faulty items returned
We always try to be fair about refunding items returned to us, but if one or more items is returned to us in an unsuitable condition, we can’t guarantee that you will receive a refund for the affected items. For more information, please read our Original Condition and Fair Use policy.
Item not registered for return
If you sent an item back to us without registering the item for a return, there’s a chance it may not be identified for a refund by our team. Please contact us if you think you may have missed an item from your return form.
Items lost / damaged in transit
Returned items are your responsibility until they arrive back to us, so please ensure that they’re packed well and can't get damaged on the way!
If you’re returning your products by post, we recommend that you obtain a certificate of posting from your local post office or by courier. You should always retain evidence of posting or proof of shipment and the tracking number until the purchase price has been refunded.
Refund processing
We kindly ask that you allow 3-5 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.