If you are not completely happy with any items from your order you may return them to us within 14 days from delivery (subject to the conditions and exclusions below) for a refund. Please note your returns must be delivered to us within this time, returns received beyond these periods will not be accepted unless agreed otherwise (or in the case of faulty items – see below).
To avoid disappointment we advise that you place a new order for any items you wish to exchange for and request a refund for your return, as the items you want may sell out in the time it takes for us to receive your return. We are not able to hold items and cannot guarantee their availability prior to receiving your return.
CONDITIONS FOR RETURN
Items must be in brand new condition and show no signs of wear with all original packaging, garment tags and labels still attached. Original shoe boxes and other containers that products are sold in are considered part of the product and must also be returned in undamaged and unused condition. Items returned without their branded packaging will not be accepted.
We do not accept items that have been damaged by wear and tear, altered or washed incorrectly (please check washing instructions on all garments before handling). When trying items on, please be sure they do not come in contact with perfumes, sprays, creams or other chemicals, and be sure to try shoes on a soft clean surface.
For purposes of hygiene we can not accept the following items:
- Bottles and dummies
- Headbands and hairclips
- Items that are supplied to order cannot be returned
We take a great deal of care to quality-check all items thoroughly before they are dispatched, but please check your items carefully on delivery for any damage/faults and return them within the above returns periods for a refund or replacement.
All items returned as ‘faulty’ will be subject to a thorough investigation to confirm that the damage is due to a manufacturing fault and not normal wear-and-tear, which is not covered by our returns policy. The item may need to be shipped to the manufacturer for them to assess and decide this, which can take up to 28 days.
Faulty items returned beyond the regular returns period above will be professionally repaired and returned to you at no cost. If the item is unrepairable we will offer you a full or partial refund or replacement (at our discretion) depending on the extent of the damage.
UK ONLY: This does not affect your statutory rights – so you may still return promotional items for a refund under the Distance Selling Regulation, which requires that you provide us written notification of cancellation within 14 days of delivery.
HOW TO RETURN YOUR ITEMS TO US
If you would like to return your item(s), please send them back to the following address:
Croft Head Road
Please use a recorded/tracked and/or signed service as you are responsible for the safe and timely return of your items to us, including any postage costs, insurance, etc. We do not take responsibility for any additional charges, loss or delays in this process.
CUSTOMS & DUTY(International customers)
To avoid incorrect Customs & Duty charges when your return arrives in the UK, you must mark your parcel as:
“RETURNED UNWANTED GB MERCHANDISE”
PLEASE DO NOT USE FEDEX FOR YOUR RETURN
Fedex automatically charge customs and duty on every parcel returned to us.
This charge will automatically be deducted from your refund.
WHAT HAPPENS NEXT?
Please track your return and confirm it has been delivered to us safely. Once received, your return will be processed and you will receive an email confirmation with the details. We aim to process all returns within 5 working days of delivery, however during busy periods such as sales it could take up to 10 working days. We would appreciate your patience and understanding should this be the case. Please note that once we process your refund, the funds may still take up to 5-8 working days to show in your bank account.
Please see our Terms & Conditions for full details.