Returns in Brief:
To return items log in to your account, on the my account screen click request returns. Choose an order from the dropdown menu, review the information to check it is the correct order and click send form. You will recieve a returns note by email (check your spam folder if you do not have us in your email address book and have not received it within a few hours). Print the email, include it in the parcel with your return and send it back to us (our returns address is provided on your returns note).
Returns and Cancellation:
You have the right to cancel an order within 15 days of receipt. If you have already received your order and need to cancel and return some or all items, please use the request returns facility on your account page. You will receive a returns note by email. This note must be printed and enclosed with your return to ensure your return is processed correctly. If you are having trouble receiving email or cannot print your email please contact us so that we can send it to you by post. If your order has not been shipped or posted and you need to cancel it, please contact us in writing (by email) using the the contact us page or by replying to an order status email. Please include your name and order number in your correspondance. Your order will be cancelled and refunded within 24 hours of receipt of your written notice to cancel unless your order has already been dispatched. This information, and returns and refund Terms and Conditions as stated on this website is included in all order status emails, you will receive at least one email containing cancellation, returns and refund Terms and Conditions as we process our order. If you have not received an email including cancellation, returns and refund information and have already received your order, please contact us and we will ensure an email containing this information is sent.
Faulty or Incorrect Items: If you believe the item you have received may be faulty or you have received an incorrect item, please request a return by going to your account at the top right of any page upon receipt of the goods and please do not try the item on. We require that faulty or incorrect items are returned if a replacement is required. You will receive a returns note by email. This note must be printed and enclosed with your return. If you are having trouble receiving email or cannot print your email please contact us so that we can send it to you by post. The cost of returning faulty or incorrect items to us will be reimbursed to you on receipt of your return.
How to Return Items: We do not operate a collection service at this time. The cost of returning items will only be reimbursed to you on receipt of your return if it is confirmed to be a faulty or incorrect item. Please note that you have a statutory duty of care towards items that you are intending to return while they are in your possession, and while they are in transit to us. You can return your goods by post and are welcome to recycle the packet the goods were posted in (if you have retained it) by turning the packet inside out, inserting the unwanted goods and securing the packet with tape. Please ensure your return parcel is adequately sealed and labelled, and your completed cancellation form is enclosed. Please retain proof of posting your return as we cannot be held responsible for returns that we have not received. We recommend sending your return to us by a registered delivery service. The sooner we recieve your return, the sooner it will be processed.
For orders that are part shipped, you may cancel any outstanding items for a refund, please contact us by email to cancel outstanding items that you have not received. These refunds are usually issued within one working day of cancellation. Refunds for items that have been returned are usually processed within two working days of receipt of your return. Please note that any postage/shipping costs will not be refunded if your order has already been delivered unless we have verified that you have received a faulty or incorrect item upon receipt of your return. All refunds are issued using the same payment method as the initial payment. If you have paid by bank transfer, we will need the account holders name, sort code, account number and bank name to process the refund.
Exchanges: Please wite any required exchanges on your returns note. You may exchange a like-for-like item in a different size or colour, or a different item. If you would like to exchange an item for a different item that costs less than the price of the item you are returning, we will refund the difference to your original payment. If you would like to exchange an item for an item that costs more than the price of the item you are returning, you can either include the excess payment with your return (including any excess postage charges) in the form of a cheque or postal order (UK orders only), or we can send you an invoice by email which can be paid online via PayPal, or by bank transfer before sending your exchange. How quickly you receive your exchange depends on which postage method you choose for the exchange on your form. Items can only be exchanged in the same currency as the original order currency.
Your order confirmation emails are also your printable receipt. Customers are kindly asked to request a paper invoice to be included within their package only if they require one. By default, no paperwork is included within your parcel.