If you require a return or exchange for a product purchased through one of our stockists, please contact them directly as we are unable to process ourselves – a list of all our stockists can be found here.
Standard and Full-Retail (including Black Friday) Items over £45
You can exchange or return any of our full price standard products within 90 days of receiving the product (for Sale and Showroom items, please see below). All we ask that it isn’t worn, and is in a re-sellable condition (please see exceptions below). To exchange or return a product:
- For any items over £45 – Please contact Customer Service
- We’ll process and arrange a returns label, and send it over via email.
- The email will contain a label that needs to be printed off, and the details to arrange a pick up via the DHL website.
- Fill in the returns form found in the box on delivery, please include your order number (found on the confirmation email, under your orders in the My Account section here, or on the packing slip), and all the details of what you’d like us to do.
- If you’re missing a returns form, you can download a new one here, and fill in your details.
- Repackage the product, but don’t seal it up as the courier may want to inspect the contents!
- You, or someone you know must be available in person with the parcel when the courier arrives for pick up – please note items cannot be left outside or in a safe place for pick up.
- Stick one copy of the returns label on the box, and hand the other to the courier.
- Track your item back to us.
- When the parcel has arrived back to us: We aim to process all exchanges and refunds within 5 working days of receiving the item(s) back at our HQ. (Allowing 3 days for the items to arrive to us via courier / Collect Plus / Royal Mail)
Sale & Discounted items purchased online or at an Event
You can exchange or return any of our Sale & Discounted items purchased online or at an event within 30 days of receiving the product. All we ask that it isn’t worn, and is in a re-sellable condition (please see exceptions below). Please provide a proof of purchase when returning or exchanging.
Sample Sale items
You can exchange or return any of our Sale & Discounted items purchased online or at an event within 30 days of purchase. Whilst we cannot offer refunds on products purchased at any of our Sample Sales, we can exchange for a gift card or a product up to the same value. Please provide a proof of purchase when returning or exchanging.
Exceptions: We cannot accept returns or exchanges of embossed, personalised, or those that have been subject to misuse, accident, modification or unauthorised repair. We require a proof of purchase for any returns or exchanges.
For any other queries, please contact our Customer Service team by:
- Filling in your details by clicking here,
- Contacting us on Facebook Messenger
- Contacting us on Livechat.
We require a proof of purchase in order to proceed with any Refund or Exchange. This is usually an order number provided in your confirmation email upon purchase or a packing note number within your received goods. We will aim to help any customer, however if the required information is not provided we have the right to refuse a refund or exchange as requested.
This does not affect your statutory rights.
No returns will be accepted after the specified returns period. Please take care to fully inspect your items to ensure you are happy with them before disposing of packaging as failure to do so may result in us being unable to refund you. We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card / bank account. If you did not receive a returns form with your order please print a new form. Any items returned without a returns form or order number may not be refunded.