Returns & refunds
RETURNS - ONLINE PURCHASES
Our policy lasts 28 days from the date of purchase. If 28 days have gone by since your purchase, unfortunately we can’t accept the return or offer you a refund or credit.
Returns are subject to certain conditions:
- They must be in original condition, and in the original packaging
- Clothing must be unwashed, unworn, without odours or marks such as make up or fake tan, with all labels and tags attached
- Shoes must be in their original box, the soles must be clean and free of any scuffs or marks, and must not have been worn outside.
Gift cards, free gifts or promotional items are not returnable.
Any item received back which does not meet ANY of these conditions will not be accepted as a return and will be sent back to you.
We recommend returning your item using a trackable service (eg signed for with Royal Mail, or courier) as we cannot be held responsible for items lost on their way back to us.
Please ensure you include your delivery note with your order number on to avoid any delays in processing your return.
Original postage costs will not be refunded. Please note we do not offer an exchange service.
Returns should be sent to:
The Counting House, Combs Tannery, Stowmarket, Suffolk, IP14 2EN
Once your return has been received, and your return is accepted, we will email you to confirm we have received it and it is being processed. Your refund will be processed within 14 days from the date of this email acknowledgement. The refund will automatically be applied to your credit card or original method of payment. You will receive an email confirming when this has been done.
Please note if you used a voucher to pay for your order, the refund will be reissued as a new voucher. No cash alternative will be given.
LATE OR MISSING REFUNDS
If you haven’t received your refund within 14 days of our acknowledging your return parcel, first check your bank account or credit card company as it may take some time before your refund is officially posted. If you have done this and still not received your refund, please contact us at firstname.lastname@example.org.
Any faulty, incorrect or damaged items received must be reported to us within 2 days of receipt, along with photographic evidence. Please DO NOT dispose of any items until we have confirmed it is ok to do so.
If an item is faulty or damaged and notified to us within the 2 days, a credit or refund will be given or a replacement sent at our discretion. Please note we may require faulty or damaged items back BEFORE we are able to process a replacement, credit or refund.
If we agree to reimburse return postage for a faulty item, our liability will only extend to second class signed for, which is the method we will ask you to use to return an item. If a customer chooses to use a more expensive service, we are unable to reimburse the additional cost.
Please note we are unable to refund or credit for faulty items after 30 days have passed from the date of the order. It is the responsibility of the customer to check items received are unbroken, working correctly and that there are no fabric, stitching or fastening faults within this timescale.
CANCELLING AN ORDER
Please note that if you need to cancel your order, it may already be going through our system, in the process of being picked and packed, or may already have been dispatched.