Standard Return Timeframes 

Our standard return window allows for a cash refund or exchange within 14 days of delivery, extended to 28 days for store credit.

To help you find your perfect fit, your very first order qualifies for a free return within the first 7 days of delivery, subject to the following conditions:

• Free return shipping only applies if you keep at least one item from your order. If you return your entire order, the free return fee is voided.
• If you initiate your first-order return after the 7-day window, standard return fees will apply. If you're returning within the UK, £3.95 will be deducted from your return total. For customers returning from the EU, return fees per country can be found here.
• If opting for store credit, you'll benefit from a 10% incentive which will be added to your store credit balance, please note this incentive is only available if you return within 14 days of delivery and is capped at £25 (or the equivalent in your currency).

UK Customers

From your second order onwards, standard return timeframes apply. Returns within 7 days of delivery are FREE if you select store credit or an exchange. Otherwise, a £3.95 fee will be deducted when we process your return (or for any returns after 7 days).

EU Customers

From your second order onwards, standard return timeframes apply and a fee is charged for each return (subject to policy). Any fees for refunds, exchanges, or store credit will be deducted when we process your return.

US Customers

Online orders must be returned for a refund within 7 days of delivery, exchanged within 14 days of delivery, or returned for store credit within 28 days; a fee is charged for every return. More information can be found here.

Rest of World Returns

If you're based outside of the UK & EU, we offer some subsidised return fees and some self-post options, depending on the country you're returning from. These fees can be found here. Please note, your very first order qualifies for a free return within the first 7 days of delivery (excluding self post lanes).

Rewards points

Points earned: If you return anything from your order, the points you earned will be deducted for those item(s). This is why we have ‘Pending’ points, so that any returns made don’t affect your live (redeemable) points.

Points redeemed: Any points redeemed on that item will be reimbursed. Points will be split proportionally across all items on your order.

Original condition

Hygiene and customer safety is really important to us, therefore please do your best to try on, handle and repackage items with care. In line with our sustainability strategy, items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to cleaning charges or refusal.

Hygiene stickers must remain intact. Failure to return your item back to us without the hygiene sticker may lead to refusal.

If your return is refused due to not meeting our returns policy we’ll contact you to arrange sending the item back. If we don’t hear from you within 30 days, we’ll consider the item abandoned and reserve the right to dispose of it.

Any embellished items must be returned in the original box they arrived in.

Non-returnable items

Whilst returns are an important part of the retail process, not all items can be returned back to us. Our non-returnable items include: nipple covers, briefs and thongs, socks, face masks, eye masks, headbands, headscarves, hair accessories, ear muffs, Halloween accessories including angel wings, fitness equipment and water bottles. Swimwear is returnable however we do require the hygiene stickers to remain intact and failure to do this will result in the item being non-returnable.

Return outcomes

Returned items may be eligible for a refund, store credit or exchange providing your return is in line with the rest of our policy.

Exchanges are dependant on stock availability. Non-returnable items won't be available for return. Items must be returned within the relevant return timeframes and policies specific to refunds, exchanges and store credit.

Processing times

We aim to process all returns within 5 Working Days (UK) / 14 days (International) of delivery to us, provided there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card. If you have opted for an exchange, this will be processed and sent out with standard shipping once we receive it at our warehouse. We are unable to dispatch exchanges to Click+Collect addresses, so our team will be in touch to request an alternative address.

Please note, If you have ordered using a gift card and an additional payment method (e.g. debit card), the funds for the returned item(s) will go back onto the gift card first.

We'll email you once we've received and processed your return.

Unreasonable Claims / Fair Use Policy

Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered. 

If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company. 

If you have placed a return for an instant exchange, we reserve the right to charge the payment card for the full price of the exchange if you have returned items that do not belong to the company. 

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up securely and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you retain your proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them (which is not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Please return each individual order separately.

Protect+

Protect Plus covers, lost, damaged, stolen packages in transit, delivered but not received claims, damaged/faulty items & return to sender issues. Please note that it covers outbound delivery only and not returns.