Want to find out more about our returns policy? Read below for more information.
Returning an unwanted item?
We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights.
After that?
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Responsibility
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
Fair use
If we notice an unusual pattern of returns activity that doesn't sit right or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.
Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.
Can I exchange my item?
We don't offer exchanges. If you would like a different size or colour, please return your unwanted item and place a new order.
I've received a faulty item, what should I do?
We’re really sorry if you’ve received a faulty item.
Please return the item to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty’ when asked for a reason for your return. For more information on how to return, click here. If you’re not able to create a return, please get in touch with our Customer Care team and they will gladly help you further.
Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full.
Please note that we are unable to send replacements for faulty items.
Remember that regardless of where your items were shipped from, you can follow our usual returns process.
I've received an incorrect item in my order, what do I do?
If you've received something you haven't ordered, please send it back to us and we'll refund you as soon as it arrives back at our warehouse.
Click here to see the returns options available to you. If you choose to return through another method, it's your responsibility to pay for your return.
Fill in the section on the back of your delivery slip to say the item is incorrect and put it inside your parcel when you send it back. Do ask for proof of postage - we may need to see this at a later date.
If you still want the item and it's still in stock, please order it through our website as normal. The easiest way to do this is to log into My Account, view your original order and add the items to your shopping bag.
Refunds
Once your return has been received and accepted by our brand or partner boutique, your refund will be processed to your original payment method, excluding any delivery costs. Refunds can take up to 14 days to show in your account, depending on your payment provider.
To track the return of your package, use the Waybill Number from the Waybill Doc included in your order. Or check the status of your return by going to Orders & Returns in your account. If you placed your order as a guest and want to track your return, enter your guest order details here
Faulty items
If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact our global Customer Service team as soon as possible
We'll arrange a return and process a full refund for the faulty item.
