Refund policy
Return & Refunds Policy
This policy sets out further terms and information relating to our shipping and returns processes.
RETURNS
How long do I have to return products?
If something is not quite right you’ve got 14 days to send back your items for a full refund. All we ask is that items are in an unused, unaltered condition and returned with their tags and original packaging. Footwear must be returned in the original box, with no signs of wear on the sole.
How do I return my products?
You can send the product back to us by submitting the form and following the steps on our returns page - HERE. When you return products to us, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.
If you return any product to us using one of our approved methods and carriers, the cost of returning the product is as follows:
|
Territory / region
|
Available shipping / return options |
Price |
|
UK |
DPD, Royal Mail, FedEx, Evri, DHL |
£3.50 |
Countries / regions not listed in the table above require the customer to self-post (at the customer's own risk and costs).
Is there anything I can't return?
Certain products are not returnable for hygiene reasons (for example underwear, socks or swimwear, or if any hygiene seal is not in place or broken).
How can I track my return?
If you return any products using one of our approved methods and carriers, you may receive tracking emails informing you of the progress of your return. You might also be able to track your returns on our returns portal or by tracking information provided by your carrier (which we are not responsible for).
When will I receive my refund?
If your product is a service, digital content or goods that haven't been dispatched or that we're collecting from you, we refund you as soon as possible and within 14 days of you telling us you've changed your mind – subject to our conditions being satisfied. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving satisfactory evidence you've sent them to us) – subject to our conditions being satisfied. Please note that your bank may take up to several additional days to show the refund in your account. We may refund you by the method you used for payment or by providing store credit (to use on our website) or by allowing you to exchange products for the same amount as the refund. When available, store credit is only valid for the period stated on our website.
When can you reduce or refuse my refund?
If you have used or damaged a product, we can reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
If you receive a promotional free gift as part of a qualifying purchase, you must return the free gift in the event that the qualifying purchase is returned. If you fail to return the free gift with the qualifying purchase, the value of the gift may be deducted from the refund. The gift must be returned in an unused, unaltered condition and in its original packaging.
You have to pay for services you received before you change your mind. If you bought a service, we don't refund you for the time you were receiving it before you told us you'd changed your mind.
Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future.
Multiple orders
If you want to return multiple orders, please log each order as a separate return via ourreturns portal. Multiple returns from multiple orders may not be accepted or processed.
