UK Returns

RETURNING UNWANTED OR FAULTY ITEMS?
If you wish to cancel or return your order for any reason please follow the procedure set out below.

IS THERE ANYTHING I CANNOT RETURN?
You cannot return underwear, swimwear, socks, made to order items, special order items or goods that have been personalised i.e. where transfers/stickers have been applied or items that have been embroidered, printed and badged unless they are found to be damaged or faulty when delivered, been incorrectly delivered or you are otherwise entitled to do so in accordance with your legal rights.

Please note that we examine all items very carefully before we dispatch them and will not knowingly sent any item to you if it is found to be faulty or damaged.

How long do I have to return order?
If you wish to return an unwanted or faulty item for a refund or exchange you must contact us for an authorisation code within 7 days from receipt of your order. Once you are given this code you must ensure that your returns are received by our warehouse no later than 14 days after receipt of your authorisation code. 

HOW DO I GET AN AUTHORISATION CODE?
Please complete our online Returns Request Form here. When we receive your completed form we will issue you with an authorisation code by email.

You will need to ensure that all sections of the form are completed in full otherwise we will not process your return or issue you with an authorisation code.  

HOW LONG IS MY AUTHORISATION CODE VALID?
Authorisation codes are only valid for 7 days from the date of issue and can only be used to return goods listed on your original Returns Request Form. Goods returned after this period or without an authorisation code will be rejected and returned to you at your cost.

Preparing your return
All goods must be returned to us unaltered, unworn, unwashed and in their original condition, with all tags and labels still attached.

Repack the item(s) you are returning in the original parcel packaging and ensure you complete and enclose a copy of our Returns Summary Form available here.

We are unable to process a return(s) without a completed Returns Summary Form and cannot accept responsibility for forms that are incomplete, unreadable or not received for any reason.

Remove all existing labels from the original parcel packaging before securely sealing the parcel; remember to enclose your completed Return Summary Form.

If the original parcel packaging can’t be reused, please pack your items securely in alternative packaging.

Print off and complete a copy of our Returns Label here. Write your Returns Authorisation Code along with your name and address in the areas provided on the Returns Label before attaching it to your parcel.

HOW DO I SEND GOODS BACK TO YOU?
We strongly recommend that you use a tracked parcel service to return your parcel to us but ultimately the choice is yours but please remember that however you choose to return your parcel to us you will be responsible for the costs associated with it unless we are at fault.

If it is deemed that we are at fault we may reimburse the cost of returning your order to us but this will be capped at our Standard UK Delivery rate of £5.95 plus vat.

Most couriers now offer a tracked parcel service, however not all accept parcels from non account customers or members of the public. If you have difficulty in finding a courier please visit

http://www.myhermes1.co.uk/ or http://www.ipostparcels.com/

Do I need to get proof THAT I HAVE SENT GOODS BACK TO YOU?
You must obtain proof of dispatch/postage for goods being returned. All items returned are sent at your own risk and we do not accept liability for goods that are damaged or missing whilst in transit back to us.

WHAT ABOUT THE COSTS ASSOCIATED WITH SENDING OUT EXCHANGE AND REPLACEMENT ITEMS?
Unless we are at fault delivery charges associated with sending out exchange/replacement items will be your responsibility and you will need to pay our Standard UK Delivery rate of £5.95 plus vat before we can dispatch your exchange/replacement. Any optional delivery upgrades i.e. timed delivery, Saturday delivery or next day delivery will also be payable.

How long will it take for YOU TO receive my return?
This will depend on how you return your parcel to us. However, you must ensure that your returns are received by our warehouse no later than 14 days after receipt of your authorisation code.

When AND HOW will I receive my refund?
When we receive your returned order, we will inspect the goods and provided we are satisfied that they are either in a resalable condition or are faulty we will process your refund/exchange (less the original carriage charge) as quickly as possible.

If it is deemed that we are at fault we may reimburse the cost of returning your order to us but this will be capped at our Standard UK Delivery rate of £5.95 plus vat.

Any refund due will be credited back to the card you used to make your purchase within 14 working days, however, please allow up to 21 working days before contacting us about your refund.

CONTACTING US
If you have any questions or concerns about your return, refund or exchange please complete our online Contact Form here or call Customer Services on 0191 4553535