Returns
REFUNDS & EXCHANGES
We want you to be delighted every time you shop with us, but if for any reason your item is not suitable, you’re welcome to return your purchase.
- Returns must be registered via our Returns Portal within 14 days of delivery. Returns registered after 14 days will not be accepted.
- Items must be unused, in their original packaging, with all tags attached.
- Please inspect your order upon delivery. If you believe your order is incorrect, incomplete or has arrived damaged, please contact us within 48 hours of delivery so we can investigate promptly.
REFUND PROCESSING
- Once your return has been delivered to our warehouse, please allow:
- Up to 24 hours for our warehouse team to receive, inspect and process your return.
- A further 48–72 hours for our office team to process your refund and send your refund confirmation email.
- Please note: Royal Mail tracking confirms when your parcel has been delivered to our warehouse. This does not mean your return has been inspected, approved or refunded.
- We kindly ask that you allow the full processing time above before contacting us regarding your return.
- Refunds are issued to your original payment method for the returned item(s). If you selected our pre-paid return label, the cost of the label will be deducted from your refund. Any applicable duties and taxes will also be deducted where relevant.
- Once your refund has been processed, depending on your bank or card provider, it may take up to 10 business days for the funds to appear in your account.
- We cannot be held responsible for any credit card interest accrued during the refund process
- We apply our returns policy consistently to ensure fairness to all customers and are unable to make exceptions
When should I contact you about my return?
If your return has been delivered to our warehouse more than 5 working days ago and you have not received a refund confirmation email, please contact us and we'll be happy to investigate.
UK RETURNS
Step 1
Visit the Returns Portal here to process your return. You’ll need your order number and email address to generate a prepaid return label. Please note, the cost of the prepaid return label will be deducted from your refund.
Step 2
Pack your item(s) securely, include your dispatch note and attach the return label generated from the Returns Portal.
If returning footwear, please place the branded shoe box inside a separate outer mailing box or mailing bag. Do not attach tape or postage labels directly to the branded shoe box.
Please ensure all items you wish to return are included in the parcel before sending. We cannot accept responsibility for items lost in transit and recommend retaining your proof of postage until your refund has been processed.
Step 3
Take your parcel to your nearest Post Office.
Please keep your proof of postage receipt until your refund has been completed.
EXCHANGES
Our pieces are produced in limited runs and stock can move quickly, so unfortunately we're unable to offer exchanges. To secure the size or style you'd prefer, please return your original order and place a new order on our website.
ITEM CONDITION
To be eligible for a refund, your item must be unused, in its original condition and original packaging, including all tags.
Items should be returned in the same condition in which they were received. If an item has been handled more than is reasonably necessary to establish its nature, characteristics or functioning, we reserve the right to make a reasonable deduction from your refund to reflect any loss in value.
Once tags have been removed or altered, the item can no longer be considered to be in its original, unused condition.
Footwear must be returned inside a separate outer mailing box or mailing bag. Please do not attach postage labels or tape directly to the branded shoe box, as it forms part of the product presentation. If the branded shoe box is returned damaged, marked, taped or otherwise unsuitable for resale, we reserve the right to deduct up to £5.00 from your refund to cover the reasonable cost of replacing it.
If an item is returned in a condition that goes beyond reasonable handling and requires restoration (for example, excessive steaming, cleaning or repackaging), we reserve the right to deduct up to £5.00 from your refund to cover the reasonable cost of restoring or repackaging the item for resale.
Items that cannot be restored to a saleable condition, including those returned with removed or altered tags, may be returned to you without a refund.
EXTENDED CHRISTMAS RETURNS – 1st December to 23rd December
Orders placed between 1st December and 23rd December qualify for extended Christmas returns. These returns must be registered via our Returns Portal by 14th January to be eligible for a refund. We apply our returns policy consistently to ensure fairness to all customers and are unable to make exceptions.
This does not affect your statutory rights.