returns and exchanges

Returns and Exchanges

We’re happy to accept returns and exchanges under the policies listed below. Please note that online purchases and in-store purchases follow slightly different guidelines.

1. Timeframes for Returns & Exchanges

Online Purchases

You have 30 days from the date of delivery to return your item for a refund.
Refunds are issued to your original method of payment.
Sale-price items may be returned within 14 days of delivery.
Exchanges can be done by returning the unwanted item and placing a new order.

In-Store Purchases

Regular-priced items may be returned for a refund within 14 days of purchase.
Regular-priced items may be exchanged within 30 days of purchase.
A valid original receipt is required.

2. Eligibility Requirements

Online Purchases

Items must be unworn, unwashed, unused, and in their original condition.
All tags must be attached and items must be returned in their original packaging.
The return must be initiated within 30 days of the order delivery date. Sale-price items must be returned within 14 days.

In-Store Purchases

Items must be unworn, unwashed, unused, and in their original condition and packaging.
You must provide the original store receipt.
Refunds and exchanges can only be processed in-store for items purchased in-store.

Note: We do not offer price adjustments on previous in-store purchases.

3. Final Sale Items

Online Purchases

The following items are final sale and cannot be returned or exchanged, unless faulty:

Underwear
Swimwear (if the hygienic liner has been removed)
Hair accessories (including headbands and hair clips)
Gift cards
Samples
Items discounted by 60% or more (marked as “Final Sale”)

In-Store Purchases

The following items are final sale and cannot be returned or exchanged, unless faulty:

All sale items
Underwear
Swimwear
Samples
Gift cards

4. Return & Exchange Procedures

Online Purchases

You can return items purchased online either by mail or in-store. Please note:

UK returns: We provide a prepaid label (£5.99 fee applies).
EU returns: Shipping costs are at your own expense. You must purchase and affix your own shipping label, but you still need to initiate the return online so we can track it.

a) By Mail (UK Customers)

Log in to your account here and locate the order containing the item(s) you’d like to return.
Select REQUEST A RETURN, choose the items, specify the reason, and add any necessary notes.
Submit the request; please allow up to 2–3 business days for approval.
Once approved, you will receive a confirmation email with a prepaid return label. (A fee of £5.99 is deducted from your refund.)
Ship your items back following the instructions provided.
After your items are received and inspected, allow up to 10 business days for your refund to be processed.

b) By Mail (EU Customers)

Log in to your account here and locate the order you’re returning.
Select REQUEST A RETURN, choose the items, specify the reason, and add any necessary notes.
Submit the request; please allow up to 2–3 business days for approval.
Once approved, you will receive a confirmation email approving your return. We do not provide a prepaid label. You must purchase and affix your own shipping label and cover all shipping costs.
Include the return form that was provided with your original shipment in the package.
Ship your items back to the address below.
After your items are received and inspected, allow up to 10 business days for your refund to be processed.

c) Return in Store (for online purchases)

If you prefer, you may bring your online purchase to one of our physical stores for a return. Please bring your order confirmation or packing slip with you. Exchanges for online orders are processed by returning the item in-store and placing a new order.

In-Store Purchases

Items purchased in a physical store must be returned or exchanged in-store:

Bring the item in its original condition (with packaging) along with your original store receipt.
For refunds, return the item within 14 days of purchase.
For exchanges, you have 30 days from the date of purchase.
Note: Sale-price items are final sale and cannot be returned or exchanged.

To find a store near you, please use our store locator.

5. Preparing Your Order for Return (Online Orders)

Include the return slip that arrived with your original shipment (it includes your order details and instructions). If it’s unavailable, include a copy of your order confirmation email or write down your order number and the items being returned.
Place the item(s) in a sturdy shipping container. You can reuse the original box—just remove or cover any old labels—and then affix the new return label (UK) or your own label (EU).

Please allow up to 10 days after we receive your returned package for processing. You will be notified by email once your refund has been completed. Original shipping charges are non-refundable unless the item is faulty or you’re cancelling within your statutory rights.

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returns and exchanges