Returns

We want you to be happy with your order. If something is not right, you can return eligible items to us in line with this returns policy.

Please take care when trying items on. All returned items are inspected when they arrive back with us, and the condition of the item may affect the refund you receive.

 

YOUR RIGHT TO RETURN

If you are a UK or EU customer, you have 14 days from the date your order is delivered to tell us that you wish to return your item.

Once you have told us, you then have 14 days to send the item back to us.

To start a return, please use our returns portal.

 

CONDITION OF RETURNED ITEMS

Items must be returned in their original condition.

This means they must be:

• unworn;
• unwashed;
• unaltered;
• clean;
• free from stains, marks, odour, perfume, deodorant, makeup or fake tan;
• returned with original tags attached;
• returned with original packaging where possible; and
• returned with any belts, dust bags or other accessories included.

You are entitled to try items on at home in the same way you reasonably would in a shop. If an item is returned clean, unworn, with tags attached and in a resellable condition, you will receive a full refund.

Please avoid wearing perfume, deodorant, makeup or fake tan when trying items on, as marks, odour or staining may affect your refund.

 

DIMINISHED-VALUE DEDUCTIONS

If an item is returned with signs of wear, marks, makeup, deodorant, perfume, odour, staining, damage, missing tags, hygiene concerns or handling beyond what is reasonably necessary to inspect or try the item on, we may reduce your refund to reflect the reduced value of the item.

This is called a diminished-value deduction.

It is not a return fee, admin fee, restocking fee or penalty. It reflects the condition in which the item has been returned to us.

 

RETURNS GRADING

Returned items are graded based on their condition.

GRADE	CONDITION	REFUND OUTCOME
Grade A	Clean, unworn, tags attached and resellable	Full refund
Grade B	Minor condition issue beyond normal try-on handling, but still resellable	20% diminished-value deduction
Grade C	Clear signs of wear, marks, odour, staining, damage, missing tags or materially reduced resale value	40% diminished-value deduction

Examples of condition issues that may result in a deduction include makeup marks, deodorant marks, fake tan, perfume, odour, stains, visible signs of wear, damage, missing tags, or items returned in a condition that means they cannot be resold at full value.

For any Grade B or Grade C return, we will retain photographic evidence of the condition issue and provide this to you where a deduction is applied.

Where a diminished-value deduction is applied, we may process the item for resale, outlet sale, sample sale, donation, recycling or disposal depending on its condition.

 

ITEMS WE MAY REFUSE

We reserve the right to refuse a return where an item is returned outside the applicable returns period or where the item is not eligible for return.

We may also refuse a return where an item is returned in a condition that means it cannot reasonably be accepted, including where there are hygiene concerns, contamination, suspected fraud, or where the item returned is not the item purchased from us.

This does not affect your statutory rights.

 

FAULTY, INCORRECT OR MISDESCRIBED ITEMS

If your item is faulty, incorrect or misdescribed, please contact customer support before submitting a return through the portal.

It may not be necessary for you to process a return, and doing so may slow things down. Please provide photo evidence of the issue and our customer support team will work quickly to resolve this for you.

Faulty, incorrect or misdescribed items are handled separately and are not subject to diminished-value deductions.

If a product has a confirmed fit or manufacturing issue, we will treat this as a product issue rather than a condition-based return.

CONTACT CUSTOMER SUPPORT

 

HYGIENE-SEALED ITEMS

Some items cannot be returned for change of mind where the hygiene seal has been removed. This includes hygiene-sensitive products such as bodysuits or similar items where this is clearly stated on the product page.

If the hygiene seal has been removed, the item may be excluded from return unless it is faulty, incorrect or misdescribed.

 

RETURN COSTS

We do not currently offer free returns.

A return fee of £3.99 will be deducted from your refund when you return your item through our returns portal.

 

REFUNDS

Once your return has been received, it will be inspected and processed.

We aim to process returns as quickly as possible. Please allow up to 10 working days from the date we receive your return. During sale periods or around public holidays, this may take longer.

Where you cancel and return your full order within the statutory cancellation period, we will refund the item price and any standard delivery charge paid. We do not refund any additional premium delivery costs above standard delivery.

For partial returns, original delivery charges are not refunded.

Refunds will be issued back to the original payment method.

You will receive an email notification once your refund has been processed.

 

HOW TO RETURN ONLINE

To make a return, please visit our RETURNS PORTAL HERE.

1. Enter your order number and email address.
2. Select the item or items you would like to return and the reason for your return.
3. Once registered on the portal, we will email you a QR code or returns label.
4. Attach the returns label to your parcel or use the QR code at your chosen drop-off point.
5. Keep your proof of postage until your refund has been processed.

Returns may take a few days to reach us.

 

ORDER CANCELLATION

We are happy to cancel an order before it is processed by our warehouse.

Please contact us as soon as possible if you need to cancel an order. Due to the speed at which orders are processed, we cannot guarantee that changes or cancellations can be made before dispatch.

 

FAIR USE

We monitor return behaviour to protect the business and our customers from abuse of the returns process.

Where we identify unusually high, suspicious or abusive return behaviour, we may take action under our fair use policy. This may include removing free returns, limiting account privileges, offering gift card refunds for returns outside the statutory cancellation period, or deactivating an account.

This does not affect your statutory rights for faulty, incorrect or misdescribed items.

 

NEED HELP?

If your question has not been answered, please contact our customer service team.

CONTACT CUSTOMER SUPPORT