Returns, Refunds & Exchanges
What is your returns policy?
You have 28 days from the date you receive your order to request an exchange or refund via email and return, providing the item is still in the same unused condition as sent to you with tags & packaging intact* (exclusions apply - see below).
Please follow these steps for a hassle-free return.
Returns are free when you pay with Paypal UK
How quickly are returns dealt with?
Due to the nature of our business, we understand returns need to be dealt with quickly and efficiently. To give you peace of mind, all returns are dealt with the same day we receive them back (if a working day).
UK Customers - there is an exchange delivery charge of £4.00 to resend your exchange. This covers the costs to resend the exchange to you. We will invoice you via email for this so you can pay online.
International Customers - for customers outside of the UK, please place a new order and then follow the refund procedure for your original order.
All refunds will be processed back onto your original payment method. We refund the full amount of the purchase price (original delivery charges/upgrades are a direct cost and therefore non-refundable).
Inspection of returned items
All items are inspected once received back with us prior to processing any exchange or refund so please ensure you comply with the following:
Inspect* - items must be returned to us in their original condition. They must be unworn (with the exception to try on for size purposes) and all labels and tags must remain attached, along with the items original clear cover packaging. Any items found to be soiled, damaged, appear to of been worn for an occasion, 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).
Damaged, Faulty or Not As Described
All items supplied by us leave our premises without any knowing damage or defect. In the unlikely event you do receive damaged, faulty or not as described items, please notify us via email within 24 hours of receipt and follow the exchange procedure (faults reported after 24 hours are not covered and therefore we will hold no responsibility). We will refund your return postage costs up to the value of the original charge after receipt and inspection of the items and we will pay the postage costs for replacements to be sent to you. Replacements are on a like for like basis only (exact item and size). If you require a different size / item, this will be treated as a normal exchange. If you change your mind and do not wish to have a replacement, we will simply treat as a normal refund return therefore no postage costs will be reimbursed.
The following items are excluded from our returns policy (also stated on the product page returns tab):
For all international returns that require you to complete a customs label, please mark your parcel customs label as "Returned Merchandise Only" with a value of 0. This will inform customs that the parcel is a return and not a purchase.
The Terms & Conditions of this returns policy starts from the moment you place your order, in line with The Consumer Contracts Regulations for consumer rights, and ends 28 days from the date you receive your order (this is for eligible items only that are not listed in our exclusions above):
To be fair and equal to all customers, we will not make exceptions to this policy so you will be deemed to of accepted the goods if you have not requested otherwise within the 28 day timescale.
You agree to be bound by the terms and conditions of this returns policy when you place your order with us. If you have any questions regarding this policy, please get in touch before ordering.
RETURNS POLICY COVID-19 UPDATE 16/7/2020
During the UK lockdown, we consistently operated a fair returns system and although we are only a small family business, we stayed open and helped hundreds of customer's throughout. When the UK lockdown restrictions were eased in June, we allowed all customer's, who requested a return during lockdown and received a response from us authorising the return, to return their order no later than Wednesday 15th July (this date was stated in our returns policy and T&C's). As we are now beyond this date, our normal 28 day return timescale will now apply on all orders (for eligible unused items only that are not listed in our exclusions below).
If you received an order more than 28 days ago, we regret we are unable to honour a return for an exchange or refund outside of our 28 day timescale. We will be more than happy to supply you with a copy of your order if you require this for insurance purposes, upon request.
Over a decade of online trading
Our online business is open and operating as normal, all items delivered direct to your door | See our delivery page for more details!