We hope you are happy with your order. If you are not completely satisfied, you may return items within 14 days of receiving your order. You can return your items for an exchange or a refund.
All returns must be submitted within 14 days of receiving your order. Sale items are not eligible for return.
Eligible returned items can be refunded via the original payment method.
Any items being returned must be returned in original condition, unworn, unwashed and not altered in any way or we may not proceed with the refund. Where an item has a swing tag attached, it must still be attached and undamaged upon return.
Any returns are at your own risk. You will be responsible for the shipping of your return, we do not offer paid return slips unless your item is faulty. We highly recommend using a tracked return service, as returns that are lost during shipping are not our responsibility and we cannot be held liable. Once we approve and receive your order for return, the refund will be processed. PayPal payments are normally refunded straight away, while card payments can take 5-10 days to appear back in your account once processed. We will refund you in full for any items you return, but please be aware you are subject to deductions in an amount equal to any diminishment in value as a result of your handling of the item(s) beyond what is necessary to establish the nature, characteristics and functioning of the items.
You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, We may have a right of action against you for compensation. This applies to all items that are returned.
Any items being returned must be returned in original condition, unworn, unwashed and not altered in any way, otherwise we may not proceed with the refund. There may be a fee for garments returned with any strong smells (food, smoke, perfume etc), spills/dirt/makeup marks, and garments returned with human/synthetic/pet hair on them will also incur a charge. Please see below these charges.
If an item is returned to us with pet hair, human hair or fibres (more so than usual) are subjected to a dedication in their refund from £3.99 - £7.99, per item, depending on the severity.
If an item is returned to us with makeup marks, spills, dirt or strong smelling perfume/aftershave or cooking smells, the refund will be deducted between £7.99 - £12.99 per item, depending on the severity.
If an item is returned with physical damage (a hole or tear in the seams) then the refund can be deducted upwards of 50% of the total cost.
Many large online retailers burn or throw away their returned items, however we are proud to say that we NEVER send any returns to landfill or burn them. If a return arrives in its original condition, we disinfect, press and steam the item, and then put it back on our shelves for resale, for someone else to love the product! If a product arrives with some minor damage, our team lovingly freshens it back up to its original condition. If any item arrives that cannot be resold, then we either send the garment to a recycling centre, or donate it to a charity to help clothe someone in need.
We try to process all returns as quickly as possible for you, so that you get your refund or exchange processed quickly. You should receive a confirmation email within a week of having returned the item, but it may sometimes take longer due to courier delays and busy periods (Public Holidays/Black Friday/Christmas). We will always keep you updated along the way though.
Please note that you will not be refunded the original shipping costs.
INCORRECT OR FAULTY ITEMS
If something was sent incorrectly (i.e. incorrect colour/size from what you ordered) we will send you a return slip to cover the shipping costs. The correct item will be sent back only once we have received the incorrect item.
If there is any damage to the item once you receive your order, please get in touch as soon as possible so that we can start to investigate the issue. Whether the product was damaged in transit to you, or if the problem was missed during the quality check, then we will send you a return slip to cover shipping costs. We will send out a replacement once we have received the damaged item.
If an item ‘bounces back’ to us because it was unable to be delivered, either because you entered the shipping address incorrectly, or because you failed to respond to the delivery attempts by asking the courier to redeliver to a suitable time/safe place, then you will not be refunded. Please note that we are charged for return shipping in these instances, which is why we cannot process a refund. If you still would like the item, you must reorder.
If you require further assistance, please contact us at firstname.lastname@example.org