Returns Policy

Simple. 14-Day Returns.

We're bummed things didn't work out for you, but here's the good news: Whatever the reason, you won't be stuck with an item you cannot use or that you do not want. As long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights. Also remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them.

Returning an Item

We have a 14-day return policy, which means if you return an item within 14 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method. You may also return your item for an exchange or store credit, if you'd like.  We aim to refund you within 3 to 5 days of receiving the returned item into our warehouse. If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

After that?

We don't accept returns for items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Pieces sent back without original packaging and the security tag attached, will not be refunded. Our system prevents prepaid shipping labels and return authorization forms from being created past the returns window. Be advised that all returns have a 7 day shipping window from the day the RMA is assigned. Shipping charges are not refundable.

An initial fee of $4.99 will be deducted from your refund for the first shipment of every order for processing of the return. If you have multiple returns on the same order, a fee of $1 for each additional shipment will apply. Additionally $1 insurance will be deducted for every $100 of items in every shipment. Please note that outbound shipping charges are not refunded when making a return.

Final Sale

Items marked Final Sale have been heavily discounted and are not eligible for returns, exchanges, or refunds, other than in exceptional circumstances. This does not affect your statutory rights.

Original Condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

Underwear/lingerie if the hygiene seal is not intact or any labels have been broken
Swimwear if the hygiene seal is not intact or any labels have been broken
Beauty products and accessories cannot be returned if opened, used or protective seal is not intact
Pierced jewelry if the seal has been tampered with or is broken
Face coverings if the seal has been tampered with or is broken
Shoes must be tried on indoors
All items must have all tags attached and be unworn and unwashed

None of this affects your statutory rights.

Of course, it's fine to try an item on like you would in a store, but please don't actually wear it.

If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way! As the package remains your responsibility until it arrives back with us, ensure that you get 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 (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Fair Use

If we notice an unusual pattern of returns activity that doesn't seem right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning a ton of items, or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.

Please note, we reserve the right to take legal action against you if the items you return do not match what you ordered.

Exchanging an Item

We do offer exchanges on orders - our returns portal does allow you to make an exchange, so if you would like a different size, color (if available), or a different item, please follow the prompts in the returns portal.

Returning a Faulty or Incorrect Item

If you've received an item which isn't quite right click here to review our FAQ page. Under Orders & Shipping you will find information about faulty or incorrect items.