Orders
Returns and exchanges
Unworn pieces, with their tags on, can come back within 30 days of delivery. Anything bought from 1 November for Christmas can come back until 15 January. You pay the £3.50 returns label, which we take off your refund, unless an item is faulty or not as described.
How to send something back
- Sign in and open the order from your orders.
- Choose “Return items” or “Exchange a size”, the pieces, and the reason.
- You get a reference such as R1042-1 straight away. Put it on a note inside the parcel.
- We email a returns label within one working day. It costs £3.50, taken off your refund, and it is free if you tell us an item is faulty or not as described.
Ordered as a guest? Contact us with your order number and we will book the return for you.
Exchanging a size
You can swap a piece for another size or colour of the same style, at no cost: the returns label and the new piece's delivery are free. Choose when the new one is sent:
- When your return arrives. We set the new size aside straight away and send it as soon as the parcel reaches us.
- Straight away, with a card hold. We hold the value of the new piece on your card, without taking it. The hold is released when your return arrives. If nothing arrives within 6 days we take the amount, and refund it when the parcel comes.
Unworn pieces, and worn ones
Please send pieces back unworn and in their original condition, with their tags on. Our warehouse checks every return when it arrives.
- Within 14 days of delivery, a worn piece is still refunded, less an amount for the loss of its value.
- After that, a worn piece can't be refunded. We can post it back to you for £3.99, or donate it to charity.
- Faulty pieces are always refunded, and the returns label is free.
To confirm · Legal adviser
Refunds
We refund the price you paid to the card or account you paid with, once the parcel has reached us and been checked, less the £3.50 returns label. If you told us an item is faulty or not as described, the label is free and we refund the item in full once we have confirmed the fault; if we find no fault, we take the label off your refund.
To confirm · Owner to supply
Your legal rights
Our 30-day returns sit on top of your legal rights. Under the Consumer Contracts Regulations you can cancel within 14 days of delivery and then have a further 14 days to send the goods back. Faulty goods are covered by the Consumer Rights Act.
To confirm · Legal adviser