Returns Policy
We hope that you are happy with your recent order, but if your purchase isn’t suitable, you have 30 days to return your order from the day it’s shipped.
Our free return service covers most destinations; however, in some countries we only offer a self-post returns service. Postage and any applicable tax or duty charges may apply.
Items must be returned with tags intact and in their original packaging. Products that have been worn, used, or altered will not be accepted. If your item arrived faulty, please contact Customer Service before proceeding with your return.
Unfortunately, we are not able to accept returns for any customised or made-to-order products.
Whether you print your own shipping label or have it printed at your drop-off point, make sure it is attached securely. Each parcel must have its own shipping label matching the items inside.
Please note that orders placed online cannot be returned in-store, and items purchased in-store cannot be returned online.
All returned items must be registered through our Returns Portal. Returns sent without a valid return label or QR code are sent at the sender’s own risk.
How to Return
Our returns process is quick and easy, powered by ReBOUND.
- Visit the Returns Portal.
- Enter your order number and email address (or postcode where applicable).
- Select the item(s) you wish to return.
- Choose your preferred return method.
- Drop off your parcel at the nearest drop-off location.
Once we’ve received your items, please allow 20 working days for our fulfilment centre to process your return and issue your refund. After processing, refunds may take 5–10 working days to appear in your account, depending on your payment provider.
Returns are first delivered to a local hub before being forwarded to the central warehouse. If tracking shows “Delivered”, this may indicate delivery to the local hub rather than the warehouse.
If your return tracking has not updated to “Delivered to Retailer” within 20 business days after the parcel was received by the carrier, please contact Customer Service.
Once your return has been processed, you will receive a confirmation email. During busy periods, processing times may be longer.
Check the Status of Your Return
You can verify the status of your return or refund by logging into your Returns Portal dashboard.
Questions?
If you have any questions regarding your return or your order, our Customer Service team will be happy to help.