Lost in the post
We apologise in advance for any items lost in the post. Sometimes local postal services cause delays, so we do ask customers to be patient whilst waiting for their items to arrive (particularly for international orders).
If an item is lost in the post a replacement will be sent via the same postal option selected at checkout.
You must contact us within 8 weeks of the dispatch date to inform us of any damage or delivery issues.
Damaged or defective goods
We apologise in advance for any items received damaged or defective. Please email us at firstname.lastname@example.org with your order number, a description of the issue and a photo of any damage. We will reply with further instructions.
In some cases the item will need to be returned to us. In these instances we will provide detailed instructions on what should be done next. Please note that it is the customer’s responsibility and cost to return items. Upon receipt and inspection of these items, a refund will be provided to cover postage.
We offer to replace items as standard and will do so within a reasonable time-frame. Full refunds can be given if the item is returned, partial refunds may be given if the item is not returned.
Exchanges (including incorrect clothing sizes)
We can only exchange items if they are damaged or defective (see above). Unfortunately we are not able to exchange clothing items if the customer has purchased the incorrect size. Customers who have purchased an incorrectly sized item should return it (see below) to receive store credit with which they may choose to purchase a different size if available.
If you wish to return an unwanted item, please email us at email@example.com with your order number. We will reply with further instructions.
Our retuns policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging including shrink-wrap (if applicable).
Please note that it is the customer’s responsibility and cost to return items. Upon receipt and inspection of these items, store credit or a refund will be processed.
If you are shipping an item over £20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We offer store credit for the full value of the item (excluding postage) as standard.
If you decide you do not want store credit and request a refund this will include a £1.20 refund fee on orders under £16 and £1.60 on orders over £16 (this is what credit card fees costs us); the refund can only be made to the method of payment on the original transaction.
Downloadable products are non-returnable.
Purchases can be cancelled if items have not been shipped. You will receive store credit for the total order price. If you do not want store credit and request a refund.
Refunds are processed in GBP.
The refund can only be made to the method of payment on the original transaction.
Please note that we check customer services emails every working day, however if an item is dispatched via our automatic system before we receive your email we are unfortunately unable to cancel it.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.