OUR RETURNS AND EXCHANGE POLICY
Our aim is to ensure you are entirely satisfied with your purchase. In the event that you need to Return or Exchange an item we are happy to help. As the items would need to be inspected before we can authorise the Return or Exchange ALL Returns and Exchanges can only be done in Store within 28 days of when you receive your Order. Your item will be inspected in-store and if you are looking to Refund you will be given a Returns slip and your Refund will be processed through our Online Refund System within 24-48 hours. Your Card will be credited within 3-5 working days dependant on your bank. Delivery charges will not be refunded as the delivery would have been made which makes them chargeable in the event the Consumer decides to return the goods.This does not affect your statutory rights and our customers are always welcome to our site or in-store. Hopefully this ensures that you have plenty of time to return any item that is Unworn and in a Saleable Condition to us for a guaranteed exchange or refund**. Exchanges or Refunds outside of this period will be considered at the discretion of the individual store. Where possible, we ask that items are returned in original packaging with labels attached.
* Only items returned within 28 days of the date you received your order will receive a refund. Items returned after 28 days are at the discretion of the individual store and they will decide whether to exchange or not or to offer a credit note.
**Any items returned as faulty within 3 months of purchase will be inspected and if considered to be faulty due to a manufacturer’s fault it will be replaced. Items over 3 months old will be dealt with at the discretion of the individual store.
Please note purchases made In-Store have a different Return & Exchange Policy to On-line purchases. Please check with the individual store on their own Returns & Exchange Policy.
Click & Collect
Once you have selected this option you will receive an email to say it is ‘Processing’. Once your order is Complete in 1-10 Days (possibly longer if we are waiting for items to come in stock) you will receive an email to collect within 4 days. Due to the volume of orders coming in we request you collect within this timeframe however we will hold your order for 14 days after completion. If your order has not been collected within 14 days the we will refund your order minus 15% Admin Fee which will be kept by the store as the items will need to be processed & put back into stock. Please note this does not affect your Statutory Rights however collecting your order within the timeframe is the responsibility of the customer.
If you are unable to collect with 14 days from your Completion email you will need to email firstname.lastname@example.org to advise of the delay & the store will then hold your order for another 14 days only. Please note if you are unable to collect within the timeframe it is the responsibility of the customer to notify us asap so you do not incur the 15% Admin Fee. On receipt of your request you will receive an email reply to advise your order is being held for a longer timeframe. Please keep a record of this reply Thank you.
If you decide to Cancel your Order after it has been Completed we will happily refund your the sum via our Online System within 1-14 days however subject to a 15% Admin Charge which we have incurred in Processing & Packaging your Order.
Items which cannot be Returned or Exchanged
Unfortunately due to Heath and Safety reasons or items which are bespoke or especially made cannot be Returned or Exchanged as returned items would need to be re-saleable. In addition to these, items that have been put on sale as part of a clearance are non-refundable or exchangeable.
Please note: We cannot offer returns on the following items unless they are faulty
- Goods made or supplied to a special order such as in a smaller or larger size which we would not normally cater for
- Items that have been personalised or made bespoke to a customer name or design
- Socks and Tights
- Under garments
For the safety of our team all items returned to us will be quarantined for 48 hours and aired, steamed and then put back into stock. We aim to Refund your account within 3-5 working days however this may take longer during these unprecented times so please bear with us.
This Returns Policy does not affect your Statutory Rights.
Requesting an Exchange
Any item that you wish to exchange and is free from fault must be unworn and in saleable condition. All returns and exchanges are made at the Company’s discretion whilst acknowledging our responsibilities under the Consumer Rights Act 2015.
If you are exchanging an item that has been posted to you and there is a price difference between the products this will be taken when you come in-store. If the product you require is temporarily out of stock it will be placed on our back-order system and you will be duly notified.
We always endeavour to do our best and ensure every order is duly checked with our 3 stage order checking process. In the event we have sent you the wrong item please contact us with your Order Details to email@example.com and we will look to resolve this as soon as possible.
Proof of purchase
Please note for all Returns and Exchanges we obtain a proof of purchase as the items and your order remain your responsibility until they are back with us.