If you are not completely happy with any items from your order you may return them to us within 21 days from delivery (subject to the conditions below) for a refund or Store Credit (you can choose on your returns form). Please note your returns must be delivered to us within this time, returns received beyond these periods will not be accepted unless agreed otherwise (or in the case of faulty items - see below).
Christmas 2014 Extended Returns
Orders placed between Monday 1st December and Tuesday 23rd December may be returned for exchange or refund until Friday 16th January 2014.
To avoid disappointment we advise that you place a new order for any items you wish to exchange for and request a refund for your return, as the items you want may sell out in the time it takes for us to receive your return. We are not able to hold items and cannot guarantee their availability prior to receiving your return.
Conditions for return
Items must be in brand new condition and show no signs of wear with all original packaging, garment tags and labels still attached. Original shoe boxes and other containers that products are sold in are considered part of the product and must also be returned in undamaged and unused condition. Items returned without their branded packaging will not be accepted.
We do not accept items that have been damaged by wear and tear, altered or washed incorrectly (please check washing instructions on all garments before handling). When trying items on, please be sure they do not come in contact with perfumes, sprays, creams or other chemicals, and be sure to try shoes on a soft clean surface.
For purposes of hygiene we can not accept the following items:
- Bottles and dummies
- Swimwear (boys swim shorts are returnable)
- Headbands and hairclips
We take a great deal of care to quality-check all items thoroughly before they are dispatched, but please check your items carefully on delivery for any damage/faults and return them within the above returns periods for a refund, store credit or replacement.
All items returned as 'faulty' will be subject to a thorough investigation to confirm that the damage is due to a manufacturing fault and not normal wear-and-tear, which is not covered by our returns policy. The item may need to be shipped to the manufacturer for them to assess and decide this, which can take up to 14 days.
Faulty items returned beyond the regular returns period above we be professionally repaired and returned to you at no cost. If the item is unrepairable we will offer you a full or partial Store Credit or replacement (at our discretion) depending on the extent of the damage.
70% SALE section
Items purchased under the 70% SALE section can only be returned for Store Credit or exchange.
UK ONLY: This does not affect your statutory rights - so you may still return promotional items for a refund under the Distance Selling Regulation, which requires that you provide us written notification of cancellation within 7 days of delivery.
How to return your items to us
On delivery your parcel will include a returns form with instructions, simply fill in the form and pack it along with your items into our re-sealable bag.
UK Returns (FREE)
We include a free postage-paid returns label in every parcel, please stick this onto your parcel and drop it to your local post office. You will not be charged for your return and it will take 1-2 days to be returned to us. Please keep hold of your proof of postage.
- Click here to download a Returns Form (UK only)
- Click here to download a Free Returns Label (UK only)
Please note we do not take responsibility for any loss or delay caused when using our free returns service. For added guarantee, especially for a highly valuable return, we advise that you use your own guaranteed postal method and purchase insurance.
For your convenience we have included a sticky address label for your parcel. Please note this is not a postage-paid label so you must add stamps or pay postage when sending.
- Click here to download a Returns Form (International only)
- Click here to download a Returns Address Label (International only)
Send your returns back to us using the included address label or your own method to the following address:
11-13 Clements Road
Please use a recorded/tracked and/or signed service as you are responsible for the safe and timely return of your items to us, including any postage costs, insurance, Customs & Duty charges for international returns, etc. We do not take responsibility for any additional charges, loss or delays in this process unless we have arranged to have your return collected using our own couriers.
What happens next?
Please track your return and confirm it has been delivered to us safely. Once received, your return will be processed and you will receive an email confirmation with the details. We aim to process all returns within 5 working days of delivery, however during busy periods such as sales it could take up to 10 working days. We would appreciate your patience and understanding should this be the case. Please note that once we process your refund, the funds may still take up to 5-8 working days to show in your bank account.
Please see our Terms & Conditions for full details.