Refund policy
Not quite right? No problem. Please read the information below and start the return from your account before sending anything back.
How to return
- Sign in to your customer account with the six-digit code sent to your email, open your orders and select the relevant order.
- On the order status page, select Return items, choose the items and return reason, then submit your request. If the return option is not shown, contact us.
- Wait for us to review the request and send your return instructions. Where applicable, we’ll include a return label.
- Pack your items securely, use the confirmed method and destination, and keep proof of postage until your return and refund are complete.
Where do I send my return?
We’ll provide the correct return method and destination after you submit a return request and we confirm it. Please don’t send anything before you receive those instructions.
Return condition and exclusions
Unless an item is faulty or not as described, it should be returned unused, unworn, unwashed and in its original condition with tags and any hygiene seals intact.
- When trying on clothing, please avoid deodorant, makeup, tan or perfume that may leave a mark or scent.
- Try swimwear on over underwear and leave its protective hygiene strip intact.
- Try shoes on indoors, take care not to mark the soles and return them in their original, unmarked shoebox inside suitable outer packaging.
If handling beyond what is reasonably necessary to inspect an item reduces its value, we may reduce the refund to reflect that loss where the law allows. Your right to change your mind may not apply to personalised items or sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.
Nothing on this page affects your legal rights where an item is faulty, damaged or not as described.
Refunds
We’ll inspect a return after it arrives and email you when the refund has been issued. Approved refunds are made to the original payment method. Your bank or payment provider may need additional time to show the funds after a refund has been issued.
Your right to change your mind
For most online purchases, you have 14 days after receiving the goods to tell us that you want to cancel, followed by a further 14 days to send them back. We may withhold the refund until we receive the goods or you provide evidence that you sent them back.
We’ll make the refund without undue delay and no later than 14 days after we receive the goods back or you provide evidence that you sent them back, whichever is earlier.
If you cancel your whole order under this right, we’ll also refund the basic outbound delivery charge. You are normally responsible for the direct cost of returning unwanted goods unless we tell you otherwise.
Faulty or incorrect items
If an item is faulty, damaged, not as described or not what you ordered, please contact us. Your rights under the Consumer Rights Act 2015 are not affected, and we’ll provide the appropriate remedy and return instructions.
Do not send a return before your request is confirmed. Parcels sent without a return request or approved instructions may be delayed or remain unprocessed.