30 Day Returns Policy and refunds
Returns are only accepted as long as notification is given within 7 days of receipt of goods via email to email@example.com or by postal letter. Returns are not accepted after this time. Please note that we recommend for your own piece of mind that recorded delivery is used to return items using Royal Mail, and that we do not accept returns delivered by hand.
Duty of Care
Under the distance selling regulations customers have a duty of care for items in their possession being returned. Please ensure you take care of the item in your possession and that it arrives to us in resalable condition, package the return carefully in suitable protective packaging and do not try to force it into packaging that is to small or taped into a ball. Where applicable we ask that you return all items with its original manufacturers packaging.
We reserve the right to refuse the return and refund should the item be deemed unsuitable for resale or becomes damaged in transit to us.
Returns should be sent enclosing the slip on the bottom of the documents enclosed when you receive the order, as this contains information helping us to locate your order on our system.
Partial order returns
If the return is for a partial part of the order originally placed then you will receive a refund of the cost of the returned goods, and a partial refund of the postage originally paid if the return notification was received within 7 working days of receipt. This will be based on the sliding scale postage charge we use. The cost of goods originally purchased minus the cost of the goods returned will determine the new cost of postage for the items not returned, and the difference between the new postage cost and the original postage paid will be refunded. Items returned that were designated as free shipping at the time of purchase are not entitled to a postage refund.
We do not offer a collection service for the return of goods, returns are to be sent by the purchaser at their own cost.
Faulty items / Items sent in error
We aim to ensure that all items sent are correct and without fault, in the rare event that an item is faulty or sent in error, please inform us via email and return the item using royal mail 2nd class recorded delivery. If your package is too large for this service please contact us before returning at firstname.lastname@example.org for further assistance before sending. We do not refund any priority, express or courier component of the postage returns unless it has been pre-arranged with ourselves. In cases where this type of service is used without prior arrangement the postage cost will be assessed and a sum no greater the cost of postage paid when the item was ordered, or the cost incurred sending the item, whichever is the lesser will be refunded. For bulk orders or bulky items (anything that cannot be sent using Royal Mail 2nd class recorded delivery) please contact us prior to returning for guidance.
We check all items that are returned claiming to be damaged or defective upon receipt.
Please note that returns on underwear products are excluded from our general returns policy once they have been removed from any packaging for obvious hygiene reasons. Therefore, please ensure that any underwear items are tried on over your own underwear. We reserve the right to refuse the return of items and their refund where it is evident that this is not the case.
Please note that in our terms and conditions we ask that footwear items are tried on in areas that do not mark the bottom of the footwear, such as carpeted flooring that matches the sole colour of the shoe or will not mark it.