Returns & Refunds Policy
Last updated: 29 September 2026
You have 30 days from the day your order arrives to send it back. We do not offer free returns: if you have simply changed your mind, the return postage is yours — we recommend Royal Mail 48 Tracked. If the item is faulty, damaged or not what you ordered, the postage is on us. This page explains how it works, what can and cannot come back, and when your money reaches you.
1. Who pays the return postage
| Why it is coming back | Who pays postage | Detail |
|---|---|---|
| Changed your mind | You | Wrong size, wrong colour, did not suit — your own carrier, at your own cost. |
| Faulty, damaged or wrong item | Us | We send you a prepaid return label, or cover up to £3 of the postage you paid. |
If we asked you to return something faulty or wrongly sent and you paid to post it, send us the receipt and we will refund up to £3 of that postage alongside the item.
2. Two ways to send it back
Which one applies is decided by why the item is coming back, not by which you would prefer. A change of mind is yours to post and yours to pay for. A fault is ours, and we cover it.
Use Royal Mail 48 Tracked and pay at the counter. Choose a tracked service — until the parcel reaches us it is your responsibility.
We email you a prepaid Royal Mail label, or reimburse up to £3 of the postage you have already paid. Either way it costs you nothing. There is no paid version of this label for a change-of-mind return.
Pack the item securely, in its original condition, with a short note giving:
- Your full name
- Your postcode
- Your return number, if you have one
- The reason for the return
- Whether you would like a refund or an exchange
- One label covers the whole order, however many items are in the parcel. Two parcels need two labels.
- Post it yourself and the postage is whatever your carrier charges. That money goes to them, not to us, and on a change-of-mind return it is not refundable by us.
- Either way, keep the tracking. An untracked parcel that goes missing before it reaches us cannot be refunded.
3. The 30-day window
- The 30 days run from the date the parcel is delivered, not the date you ordered.
- You need to post it within those 30 days — it does not have to have reached us by then. Your proof of postage is the date that counts.
- Items must be unworn and unwashed, with all original tags attached and in their original packaging.
- Footwear must be tried on indoors and come back in its undamaged original box — the box is part of the product.
- Sale items follow the same 30-day window as full-price items.
4. How to return something
- Open Account → Orders and choose the order.
- Select the items you are sending back and tell us why.
- We email you the returns reference — and a prepaid label, if the item was faulty or wrongly sent. Write the reference on the paperwork inside the parcel so we can match it to your order.
- Repack the items and hand the parcel over. If you have a label from us, print it or show its QR code at a Royal Mail branch; if you are posting it yourself, pay for a tracked service.
- Keep your proof of postage until the refund lands. It is your evidence, not ours.
Please start the return from your account before posting anything. A parcel that arrives with no reference can take considerably longer to match to an order and refund.
5. What we cannot take back
- Pierced jewellery, underwear and swimwear once the hygiene seal is broken, for hygiene reasons.
- Items made or personalised to your specification.
- Final-sale items. These are clearly marked as non-returnable on the product page before you buy, and again in your basket.
- Anything returned worn, washed, altered, or without its tags — we will send it back to you rather than refund it, and the postage to return it to you is yours.
None of this affects your legal rights if an item is faulty, misdescribed or not fit for purpose. See section 9.
6. Refunds
- Refunds go back to the original payment method within 5–10 working days of us receiving and checking the return.
- We refund the price you paid for the item. Return postage is not refunded on a change-of-mind return — you paid your carrier directly, and that money never reached us.
- Your original delivery charge is refunded if you return the whole order within 14 days — see section 9. Standard UK delivery is free, so for most UK orders there is nothing here to refund.
- If a discount applied across several items and you keep some of them, the discount is recalculated against what you kept.
- Your bank, not us, decides how quickly a refund shows on your statement once we have sent it.
7. Exchanges
8. Faulty, damaged or wrongly-sent items
Tell us as soon as you notice and we will put it right at no cost to you. Send a photo of the fault to our team first — it often saves a round trip, and it lets us arrange or reimburse the postage before you are out of pocket.
9. Your statutory rights (UK)
These sit alongside the policy above and are not replaced by it.
- Cancellation. Under the Consumer Contracts Regulations 2013 you may cancel an online order within 14 days of delivery for any reason, and you then have 14 days to send the goods back. If you cancel the whole order in that window we also refund the standard delivery charge you paid. The cost of returning the goods is yours, which is what this policy sets out above.
- Faulty goods. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject a faulty item for a full refund. After 30 days, and for six months, we will repair or replace it first.
- Return postage for a faulty or wrongly-sent item is always on us, whatever the reason you give.