Refund policy

Returns & Refund Policy

We hope you love your purchase, but if you're not 100% satisfied, we've made returning items as simple as possible. This policy does not affect your statutory rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.

1. Returning Unwanted Items (Change of Mind)

You can return eligible items within 28 days of receipt (or from the date on your receipt for in-store purchases), including sale or discounted items.

• Notify us within 14 days of receipt via our returns portal.

• You then have another 14 days to send the item back.

Requirements for Acceptance:

• Items must be unworn, unwashed, and in resaleable condition.

• All original tags must be attached, and any included accessories returned.

• Items must be returned in their original product packaging (e.g., shoe box, dust bag, or branded packaging supplied). The outer courier mailing box/bag does not need to be retained.

• We strongly recommend repackaging securely with sufficient protective materials to prevent damage during return transit.

• If an item arrives back damaged due to inadequate repackaging (beyond reasonable inspection), or otherwise does not meet our return requirements (e.g., signs of wear), we may deduct an amount reflecting the diminished value (up to the full price if no longer resaleable as new). We will provide photos and an explanation.

• In such cases, we can return the item to you upon request (at your expense for shipping), or you can arrange collection from our warehouse.

• Rejected items will be held for 14 days from the date we notify you of the rejection. After this period, if not collected or reshipped, the items will be disposed of.

Non-Returnable Items:

• Socks (health & hygiene reasons).

• Underwear (unless the hygiene seal remains intact).

• Personalised items.

• Footwear showing signs of wear (inside, uppers, or soles – e.g., scratched soles, creasing, or damage). We suggest trying shoes on carpet only.

• Cosmetics and perfumes.

Note: Discomfort or size/fit issues after wear are not considered faults and are not eligible for return.

Returns Charge: A £2.99 fee per parcel will be deducted from your refund to cover the prepaid return label (where used).

Proof of Postage: Always obtain proof of postage in case the return is lost en route.

Fraud Prevention: We reserve the right to withhold refunds or block accounts if fraudulent activity is suspected (e.g., excessive returns, worn items, or mismatched products). If you believe this is an error, contact us to discuss.

2. Late Returns

Items returned outside the 28-day window will be held for 14 days for collection from our warehouse. After this, they will be disposed of.

3. Faulty or Damaged Goods

If an item arrives faulty/damaged or develops a fault:

• Contact us within 48 hours of receipt (with photos via the returns portal).

• Do not continue using faulty items, as this may affect eligibility.

• We will assess and offer repair, replacement, or full refund (including original shipping costs where applicable).

4. Processing Your Return

• Returns typically reach our warehouse within 7 working days (excluding weekends/bank holidays).

• We inspect and process within 7 days of arrival ( longer during busy periods).

• Refunds are issued to your original payment method (or as store credit/gift card replacement for non-card payments), minus any applicable £2.99 return label fee.

• Funds appear in 3–5 working days (depending on your bank).

• We'll email confirmation when your parcel arrives and when the refund is processed.

If your return tracking shows delays, contact us promptly—we can only raise courier claims within 14 days of posting.

5. Exchanges (UK Orders Only)

We offer a simple one-time exchange per order for a different size or item of equal value:

• Request via the returns portal.

• The 28-day window starts from original delivery (does not reset).

• If the desired item is out of stock, we'll suggest alternatives or issue a refund.

• Multiple exchanges incur standard return/reshipment fees.

Exchanges are currently UK-only. Shipping costs are non-refundable.

6. Undelivered Items (Failed Delivery & Return to Sender)

If a parcel is returned to our warehouse as undelivered—for reasons including but not limited to an incorrect/incomplete address provided at checkout, multiple missed delivery attempts, or failure to collect from a local pick-up point—the following options apply:

• Redelivery: We can reship the items to you for a flat redelivery fee of £3.95. This fee applies regardless of whether the original order qualified for free delivery, as it covers the additional courier and administrative costs.

• Refund: If you prefer a refund, we will process this to your original payment method. A £3.95 deduction will be made from the total refund amount to cover the return-to-sender charges and processing fees incurred by the business.

Note: We are not responsible for items lost or delayed due to incorrect address information provided at the time of purchase. Please double-check your shipping details before confirming your order.