1. Our Returns Policy
We want you to feel confident when shopping with us. If you purchase clothing from our online store and decide that an item is not suitable, you may be eligible to return it in accordance with this Returns and Refunds Policy and applicable UK consumer law.
For eligible change-of-mind returns, we offer a 30-day return period from the date you receive your order. Items must meet the applicable return conditions outlined below.
This policy does not affect your statutory rights under UK consumer law. Where the law provides additional rights, including rights relating to faulty, misdescribed or incorrectly supplied goods, those rights will continue to apply.
2. Eligibility for Returns
To help us process returns efficiently, please ensure that returned items meet the following conditions wherever applicable:
- Items should be unworn, unused and in their original condition.
- Original tags, labels and packaging should remain attached or be included where reasonably possible.
- Items should not show signs of washing, damage, stains, alterations or excessive wear.
- Proof of purchase, such as an order confirmation or order number, must be provided.
- The return request should be submitted within the applicable return period.
Customers may inspect clothing as they reasonably would in a physical shop to assess its fit, appearance and suitability. However, items showing use beyond what is reasonably necessary for inspection may not qualify for a change-of-mind return, subject to applicable law.
Certain products may be subject to specific restrictions, particularly where hygiene or other legal considerations apply. Any applicable restrictions will be explained clearly before purchase and will not override statutory rights.
3. How to Request a Return
To request a return, please follow these steps:
Step 1: Contact Our Customer Service Team
Contact us using the email address or contact form provided on our website. Include your order number, the item or items you wish to return and the reason for your request.
Step 2: Wait for Return Instructions
Our team will review your request and explain the next steps. Where required, we will provide the appropriate return address and instructions.
Step 3: Prepare Your Parcel
Pack the item carefully to help prevent damage during transit. Include the relevant order information and ensure that the parcel is securely sealed.
Step 4: Send Your Return
Send the parcel using the agreed return method and retain your proof of postage or tracking details until the return has been resolved.
Please contact us before sending a return so that we can provide the correct instructions. Unannounced returns may be delayed or difficult to identify, but this requirement does not remove any statutory rights you may have.
4. Change-of-Mind Returns
If you change your mind about an online clothing purchase, you may have cancellation rights under the Consumer Contracts Regulations 2013.
For most eligible online purchases, consumers generally have 14 days from the day after receiving the goods to notify the retailer that they wish to cancel. A further 14 days is generally allowed to return the goods after notifying the retailer.
Our 30-day change-of-mind return period provides an additional opportunity to request a return, subject to the conditions of this policy. Please contact us within 30 days of receiving your order if you wish to use our extended return period.
Some products may fall under statutory exceptions. We will apply those exceptions only where legally permitted.
5. Faulty, Damaged or Incorrect Items
We take care to ensure that orders are checked and packed appropriately before dispatch. However, if an item arrives faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible.
Include your order number, a description of the issue and photographs where helpful. This allows our team to assess the situation and arrange an appropriate resolution.
Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, refund or another appropriate remedy.
Under the Consumer Rights Act 2015, goods must meet applicable standards of satisfactory quality, fitness for purpose and conformity with their description. For qualifying faulty goods, consumers generally have a 30-day short-term right to reject them for a refund. Other remedies may apply after that period.
You will not be required to pay return costs for faulty or incorrectly supplied items where those costs are the retailer’s responsibility under applicable law.
6. Refund Processing
Once your returned item has been received, we will assess its condition and eligibility where an assessment is appropriate. We will then notify you of the outcome.
Approved refunds will generally be issued to the original payment method unless another arrangement is agreed and legally permitted.
Where a refund is due under statutory cancellation rights, it will be processed within the legally required timeframe. For standard change-of-mind cancellations under the Consumer Contracts Regulations, refunds are generally due within 14 days of receiving the returned goods or, if earlier, receiving evidence that the goods have been sent back.
For other voluntary returns, processing times may vary depending on the return assessment and payment provider. Once a refund has been issued, your bank or payment provider may need additional time to display the funds in your account.
7. Return Shipping Costs
For voluntary change-of-mind returns, customers may be responsible for the direct cost of return postage where this has been clearly communicated before purchase and applicable law permits it.
If an item is faulty, damaged or incorrectly supplied, we will arrange or cover the reasonable return costs where required by law.
Original delivery charges will be refunded where required by applicable consumer cancellation rules. For example, a qualifying statutory cancellation generally entitles the customer to reimbursement of the basic delivery cost, but not necessarily any additional amount paid for a premium delivery option.
8. Exchanges and Size Changes
If you would like a different size, colour or style, please contact us to check availability.
Where exchanges are available, we will explain the return procedure and any applicable arrangements for sending the replacement item. If the requested item is unavailable, we may discuss alternative options or a refund where appropriate.
Customers should not assume that a replacement is reserved until our team confirms the arrangement.
9. Items That Cannot Normally Be Returned
Some products may be excluded from change-of-mind returns where a valid legal exception applies. Depending on the product and circumstances, this may include personalised or made-to-order items and certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.
Any applicable exclusion will be explained clearly before purchase. These exclusions do not remove your rights if an item is faulty, misdescribed or otherwise covered by a statutory remedy.
10. Order Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as quickly as possible with your order number.
We will make reasonable efforts to stop the order where fulfilment has not progressed too far. However, cancellation cannot be guaranteed once an order has been processed or handed to the courier.
Your statutory cancellation rights for online purchases remain unaffected, even where an order has already been dispatched.
11. Our Commitment to Customers
We aim to manage returns and refunds fairly, consistently and transparently. Our customer service team will explain the available options and help resolve any concerns as efficiently as possible.
Nothing in this policy is intended to limit or exclude any consumer right that cannot lawfully be limited or excluded under UK law.