If you place an order but wish to cancel before its shipped we have a 24 hour cancellation policy. Please contact our SUPPORT team at email@example.com and let us know that you wish to cancel. Your order will be refunded by the customer support staff and you will receive your money in the following 3-5 working days. Please note, some payment methods/financial institutions can take longer to process a refund. If you are concerned, contact customer support and we will send you proof of refund from our shop.
We have a 45 day return policy, which means you have 45 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. As part of our sustainability efforts, we are removing the tags from all new products so don't be alarmed if you receive an item with no tags on. You’ll also need the receipt or proof of purchase.
To start a return, please view and print our Returns Instructions document, available here: Return Instructions.
If anything isn't clear or you ever need help please reach out to our support team: firstname.lastname@example.org.
Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your item is faulty or damaged we will refund you the amount paid back onto your chosen method of payment.
The fastest way to get the return you want is to reach out to us email@example.com and include 'EXCHANGE' in the email title, our team can then advise on stock availability and get a replacement sent out ASAP.
Please note that all returns/exchange shipping costs are refunded via a gift card, so keep your receipt when you make the posting and contact our support team for your reimbursement. We have a maximum shipping cost credit of £50.
We will notify you once we’ve received and inspected your return. When approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, but usually this is within 3 -5 working days.
Please note, we cannot issue refunds whilst your order is out for delivery. If you would like a refund, please return your order when it arrives by following our return instructions.
Parcels that are retuned to sender/not picked up by the customer if the courier has been unable to deliver
Due to global increase in shipping charges we are unable to redeliver parcels in the below situation:-
1. Customer has input the wrong address when making the purchase and the parcel tracks as being "returned to sender"... this parcel is destroyed as the shipping companies will not bear the cost of returning parcels to the UK or China
2. Customer has not been in to receive the order and the courier has left a card requesting that the customer picks up their parcel. This parcel will be taken back to the local collection office and it is the customer's responsibility to go and collect their order. The collection office will only hold a parcel for a grace period. After that, it will track as "returned to sender", but again, the postal system will not bear the cost of shipping back overseas and will destroy.
Stolen parcels are eligible for a maximum gift card of £50.
If your parcel has not arrived within 30 working days since being dispatched you are entitled to a full refund.