Returns, Refunds and Exchanges

You agree to be bound by the Terms & Conditions of this Returns Policy when you place your order.

Under the Distance Selling Regulations, all buyers are entitled to a 7 day cooling off period for online transactions whereby a buyer can request an exchange or refund within 7 days of receipt (this applies to all customers regardless of your country).  We then allow an additional 3 days once you have contacted us to return your order for an exchange or refund, totalling 10 days from receipt (your order will be returned back to you if received after 10 days of receipt).

Please note: for hygiene reasons, we are unable to accept a return on the following items: frilly pants/knickers, socks & tights regardless to whether the seal has been opened or not.

• You will only be eligible for an exchange or refund if you make a return request via email within 7 days of receipt of your order, this is final.  Please do not ask us to amend our policy to suit you as your request will be refused.

• Holidays (been away), occasion cancelled, change of colour theme, extra time to try items etc are not acceptable reasons for return requests after 7 days as we treat all customers fairly and equally.

• Only order if you know you will be able to request a return within the time limit.  You will be deemed to have accepted the goods if you have not requested within the 7 day timescale (tracking information will be checked for date of signature).

• Under no circumstances will we exchange or refund an item(s) until we have received the item(s) back. If an exchange is required urgently, we suggest you purchase the item you need and then return the original for a refund.

All we ask is you follow the procedures below to ensure a smooth hassle-free return!


Exchanges
Exchanges are subject to a flat rate delivery charge to cover the cost of the postage and packaging to send your exchange.  We therefore request you either place a new order and purchase the size you now require and then follow the refund procedure for your original order or alternatively, you can follow the exchange procedure and either enclose the flat rate delivery charge with the return (sterling only, no cheques or postal orders accepted) or we will invoice you via email upon receipt of the item so you can pay via credit/debit card or PayPal account.

• Please email us within 7 days from receipt of your item(s) and remember to provide us with your original order number and the size/colour you would like to exchange for.

• We will email you back to let you know if the required size/colour is in stock.  We will also provide you with the full returns address.  Once confirmed, we allow a further 3 days for you to return the item(s) along with details of your name and order number enclosed with the return (and flat rate delivery charge if enclosing with the return).

• Upon receipt of item(s), we will email you to acknowledge receipt.  We will then inspect* the item(s) and send your exchange.  If the flat rate delivery charge has not been enclosed with the return, we will email you an invoice to pay via credit/debit card or paypal account prior to dispatch of the exchange.

• You are responsible for the costs of returning the item(s) back to us.  We cannot be held responsible for an item(s) lost in the post when you return it to us so we would recommend you return it by Recorded Delivery. Please ensure you place your address on the back of the parcel in the rare event it does not reach us.

Refunds

• Please email us within 7 days from receipt of your item(s) and remember to provide us with your original order number.

• We will email you back to confirm receipt of your email requesting a return and provide you with our full returns address. Once confirmed, we allow a further 3 days for you to return your item(s) along with details stating your name and order number enclosed with the return.

• Upon receipt of item(s), we will email you to acknowledge receipt of item(s). We will then inspect* the item(s) and issue you a refund of the purchase amount (delivery charge is a direct cost and therefore non-refundable) and will email you again to confirm the refund.  Please note: if a 5% discount for orders over £50 was given when you originally ordered, this will be deducted from the refund.  If free P&P was given when you originally ordered, the actual P&P charge will be deducted from the refund.  If a free gift was given for purchasing a particular item and this particular item is returned, the free gift also has to be returned or this will be deducted from the refund.

• You are responsible for the costs of returning the item(s) back to us.  We cannot be held responsible for an item(s) lost in the post when you return it to us so we would recommend you return it by recorded delivery. Please ensure you place your address on the back of the parcel in the rare event it does not reach us.

Inspect* - items must be returned to us in their original condition.   They must be unworn and all labels and tags must remain attached, along with the original packaging.  Any items found to be soiled, damaged, appear to of been worn, washed or repaired or the tags removed will be exempt from this returns policy so no exchange/refund will be given and the order will be returned to you.  Also, cover packaging to our items is required to be intact with no rips / tears / tape attached etc and shoe boxes need to be intact with no damage (please return in the bubble wrap they were sent in).  If packaging is received damaged, a 10% fee will apply to cover the costs of re-packaging.  All items in sealed packaging need to be returned in the sealed packaging exactly as they were sent.


Faulty / Damaged / Not as described Item(s)
We check all item(s) prior to dispatch for any damage/faults.  However, on the rare occasion you receive an item(s) that is damaged, faulty or not as described, please follow the exchange procedure. We will pay for all postage costs upto the value of the original charge (a refund of the return postage will be given once the faulty item has been received).

PLEASE NOTE: faults need to be notified within 24 hours of receipt via email. Any faults reported after 24 hours are not covered under the Distance Selling Regulations and therefore will be exempt from this returns policy as it can't be determined how the fault occured after this time.

We will only exchange the faulty item e.g. if you have ordered a 5 piece suit and one of the items on the suit is damaged, we will exchange the faulty item only.  If an item is found to be faulty but you now require an exchange for a completely different size / item, this will be treated as a normal exchange.