Gift orders placed after 20th November 2018 can be returned after Christmas but must arrive back with us by Friday 11th January 2019. Usual conditions apply, all items must be in their original condition and re-saleable, with all tickets and tags attached.
STANDARD RETURNS POLICYWe are happy to offer an exchange or refund on any unsuitable items within 28 days of receipt, provided they are unworn and in resale-able condition, with all original labels and swing tickets attached. Refunds exclude all shipping costs. Exchanges are only offered for the same style in a different size or colour, if you wish to exchange for a different style we ask that you request a refund and place a new order for the new item.
HOW TO RETURN YOUR ITEM(S)
1. Contact us by email at firstname.lastname@example.org to obtain your RAN (Returns Authorisation Number). include your name, order number, the item you are returning and your preference of a refund or exchange.
2. Package up your return items securely and post the parcel back to us using a recorded courier service, including a short note with your order number, the RAN number that we email to you and your preference of an exchange or refund.
ADDRESS FOR RETURNS
- We process returns daily and will confirm when your refund or exchange has been processed by email.
- Unfortunately, we are unable to offer a free returns service at this time, but we do ship any exchange items free of charge.
Please contact email@example.com if you have any questions or need further help.
Do I have to pay for my return?
Yes, customers are responsible for the cost of shipping returns back to us. If you have requested an exchange, we will ship the replacement item(s) back to you free of charge.
Where do I find my order number?
Your order number can be found in the subject line of both your 'order confirmation' and 'shipping confirmation' emails.
When will I receive my refund?
We process all returns within 3-5 working days of receiving them. We will send you a 'refund notification' email to confirm that we have refunded your card. Please note: that refunds can take up to 10 days to credit on your account statement, depending on your card issuer, which is beyond our control.
How long will it take to send out my exchange items?
We aim to process all returns within 3-5 working days of receiving them, although it can take longer during busy periods such as holidays and sale.
Will I be charged tax or duty on my replacement item?
We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have been paid on the original order. In the unlikely event your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly.
If we've not answered your question above, please contact firstname.lastname@example.org for further help.
Office hours are 10am-6pm (GMT) Monday - Friday.