You’re more than welcome to return your unwanted item(s) back to us, following our terms and conditions below. Please take a look to ensure your return is accepted and processed within our returns policy.
Orders placed on or after the 22nd November must be returned within the following timeframes:
- UK Customers - 45 days (store credit) and 30 days (refund or exchange).
- International Customers - 60 days (store credit) and 45 days (refund or exchange).
All orders placed before the 22nd November are subject to the following return policy:
- UK Customers - 30 days (store credit) and 21 days (refund or exchange).
- International Customers - 45 days (store credit) and 30 days (refund or exchange).
These timeframes are from the date your order is shipped. We don’t accept returns for unwanted items after our relevant returns period.
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.
Whilst returns are an important part of the retail process, not all items can be returned back to us. Our non-returnable items include face masks, chokers, thongs, socks and some lingerie. 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.
UK customers: Returned items are eligible for a refund, store credit or exchange*
UK customers can now opt for our Shop Now return method which allows you to choose from the below options:
In-line exchange: exchanging for the same item in an alternative size at no additional cost.
Upsell return: UK customers are able to exchange their unwanted item(s) for items of their choice across our website. Any additional cost will be covered by the customer at the return checkout stage upon submitting the return.
Down-sell return: UK customers are able to exchange their unwanted items for item(s) of their choice across our website. Any additional costs leftover will be credited back to the customer via the original payment method / store credit depending on the option you have chosen.
International customers: Returned items are eligible for a refund, store credit or exchange*
*Exchanges are dependant on stock availability. Non-returnable items won't be available for return. Items must be returned within the relevant return timeframes specific to store credit, exchange, Shop Now and refunds.
*Exchanges are dependant on stock availability. Non-returnable items won't be available for return. Items must be returned within the relevant return timeframes specific to store credit, exchange and refunds.
We aim to process all returns within 10 working days of delivery to us, providing 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. Exchanges will be automatically processed as a new order and shipped out to you on standard delivery.
We'll email you once we've received and processed your return.
If we suspect unusual returns activity from your account, we have the right to increase your return fee. Unusual activity includes but is not limited to a 75% return rate on 3 or more orders. Our team will be in touch via email should you fall into this category. If you continue to purchase from us, and your return rate decreases, we will revert your return fee to the standard price.
We really value our customers, however one of the ways that we keep prices down is by being fair to all. People with high return rates increase the cost of business, and we can either alter prices collectively for all, or only for those who fit into this category.
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, ordering and returning higher than the average return rate (our team have the right to increase the fee it costs to return your items), 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.
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. We are unable to process your return if two or more orders are returned within the same parcel.
Please note, return fees are priced per return generated. If you're a new customer, your first return will be free of charge.
UK customers: £2.99 will be deducted from your refund. If you opt for Exchange or Store Credit then this will be FREE*
*If you're returning part exchange, part refund then your return will only be free if your exchange item(s) value outweighs your refund item(s) value.
Please note, return fees can vary depending on the volume of returns sent back to our warehouse. If we suspect unusual activity from your account we have the right to increase this fee. Please see Unusual Activity for further details.
International customers: Return costs may vary. We offer some subsidised return fees and some self-post, depending on the country you're returning from.