We’ve made our returns even easier. About time, right?
The good news is you can now return your order for a refund or exchange in a few easy steps. The bad news is, you’ll probably want to keep everything!
What is your returns policy?
If your order isn’t quite right, you can choose to opt for a refund or a live exchange on our portal, which you can access here.
You have 21 days to log your return, plus an additional 7 days to post your parcel back to our warehouse using our designated returns couriers.
You will be responsible for the cost of your returns label if returning for a refund. However, if you would like to exchange your item, you can do so for free.
Orders placed from November 19th, 2023 can benefit from our extended Christmas returns and exchanges policy. You can register for a return or exchange on our portal until January 8th, 2024, plus get an extra 7 days for your parcel to be received back at our warehouse!
How do I make a return?You can create a return by clicking here. Please note, you are responsible for the cost of your return shipping.
What items can I return?
Items that are not eligible under our returns policy are;
- Earrings, for health and hygiene reasons
- Lingerie, for health and hygiene reasons
- Facemasks, for health and hygiene reasons
- Items with the tags and/or security ribbons removed
- Items with any imperfections caused by the customer, including items with make up, tan, or other marks from wear and/or try-on
- Swimwear with the hygiene strip and/or tags removed
When will I get my refund?
Once we have received and processed your return, you will receive a confirmation email from us. Please allow 30 days from the date of your return for your refund to be processed and received via your original payment method.
If your return does not comply with our policy and is not accepted, we will be in touch via email to confirm that your item is being sent back to you.
Do you offer exchanges?
We currently offer exchanges in the UK. You can also choose to exchange your item(s) on our returns portal. Simply state the item you’d like to receive in exchange for yours.
Once we’ve received your parcel back at our warehouse, we will be in touch via email to confirm this and your exchange will be dispatched to you. Please note, exchanges are subject to availability.
If you are outside of the UK, we are unable to offer exchanges. If you’d like a different size or new style, please return the items to us for a refund and place a new order for the new items.
Why is there no returns form in my parcel?
We’ve made our UK returns easier for you and better for the environment by going paperless! You can now easily create a return on our returns portal here.
Received a faulty item?
We’re sorry that you’ve received a faulty item! Please contact our Customer Care Team at email@example.com ahead of creating a return. Our team will endeavour to resolve this for you as efficiently & hassle-free as possible.
Do I need to include anything in my parcel?
For UK customers, you'll just need to include the items you're returning!
For international customers, please also include your returns form.
What if my item is a pre-order, will I get an extended returns window?
You have the same time frame to log your return if your order contains pre-order items. Your return period starts from the shipment date of your order, and you have 21 days from this date to log your return via our online returns portal and a further 7 days for your return to be received back at our warehouse.
Can I return items from multiple orders in the same parcel?
Please create a separate return for each order.
Contact our Customer Care Team here, or get in touch via the live chat during working hours.