Returns & Refunds

01

Return window and right of withdrawal

You may tell us that you wish to return an eligible item within 14 days from the day you, or a person nominated by you, receives the order. You do not need to provide a reason when exercising a statutory right of withdrawal.

After notifying us, please send the eligible item back within 14 days, using the return instructions we provide. If one order arrives in separate deliveries, the withdrawal period normally begins when the final item from that order is received, where applicable under consumer law.

This policy does not limit any mandatory consumer rights that apply in your country. If local law provides a longer period or additional protection, those rights continue to apply.

02

Condition of returned items

You may inspect an item in the same way you reasonably would in a physical shop. To help us process a return, please keep the product:

• unworn, other than a careful fitting;
• unwashed and free from marks, odours, pet hair or damage;
• with its original tags and hygiene seals attached, where supplied; and
• securely packed with any original product packaging that is still available.

You are responsible only for any reduction in value caused by handling beyond what is necessary to establish the item’s nature, characteristics and fit, to the extent permitted by applicable law.

03

How to start a return

1. 1

   Contact us

   Use our contact page and include your order number, checkout email and the item you wish to return.

2. 2

   Wait for return instructions

   We will confirm eligibility and provide the correct return address. Products may be fulfilled from different locations, so the return address may not be the address shown on the parcel.

3. 3

   Pack and send the item

   Pack it securely and use a reliable postal service. We strongly recommend a tracked service and keeping proof of postage until the return is completed.

4. 4

   Return review

   Once the return is received, it will be checked and we will confirm whether the refund has been approved.

04

Return delivery costs

For a change-of-mind return, the customer is responsible for the direct cost of sending the item back, unless we state otherwise or applicable law requires a different arrangement.

If an item is confirmed as faulty, damaged on arrival, not as described or different from the item ordered, we will provide an appropriate remedy without charging you the necessary return cost.

We cannot reimburse unapproved express, premium or courier costs. Please contact us before arranging the return of a problematic item.

05

Damaged, faulty or incorrect items

Please inspect your order soon after delivery. If an item arrives damaged, appears faulty, does not match its description or is not what you ordered, contact us promptly through the contact page.

Include:

• your order number and checkout email;
• a clear description of the problem;
• photographs showing the complete item and the issue; and
• photographs of the parcel and shipping label if it arrived damaged or the wrong item was delivered.

Please keep the product and all packaging until we have reviewed the issue. Depending on the circumstances and your legal rights, the appropriate solution may be a repair, replacement, price reduction or refund.

06

Items that may not be eligible for a change-of-mind return

Where applicable law allows, the right to return may not apply to:

• items made to your specifications or clearly personalised;
• sealed products that are not suitable for return for health or hygiene reasons after the seal has been removed;
• items damaged through misuse, improper care or normal wear; and
• gift cards or other items excluded by applicable law.

Any product-specific restriction will be clearly disclosed before purchase. A sale or promotional price does not remove statutory rights relating to faulty or misdescribed goods.

07

Exchanges and size changes

Stock can change quickly and products may be fulfilled from different locations, so we cannot guarantee direct exchanges. The simplest option may be to return the eligible item and place a new order for the preferred size or style.

Do not place a replacement order until you are comfortable doing so, as the new purchase is a separate transaction and availability cannot be reserved while a return is in transit.

08

Refunds

When you validly exercise a right of withdrawal, we will reimburse eligible payments, including the cost of our least expensive standard delivery option where required by law. Additional delivery costs created by choosing an upgraded or express service are not refundable unless required by law.

We will process an eligible refund within the period required by applicable law. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Approved refunds are issued to the original payment method. Your bank, card provider or payment service may need additional processing time before the credit appears in your account.

09

Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible. We will try to help before fulfilment begins, but we cannot guarantee changes or cancellation after an order has entered processing or has been dispatched.

If cancellation is no longer possible, you may still have the right to return an eligible item after delivery in accordance with this policy and applicable law.

10

Delayed, missing or returned parcels

Delivery dates are estimates unless we expressly agree otherwise. If tracking has not updated for several working days or the estimated delivery period has passed, contact us so we can review the shipment.

If a parcel is returned because the delivery address supplied at checkout was incomplete or incorrect, or because delivery was refused or not collected, additional delivery costs may apply before it can be sent again, where permitted by law.

An order containing multiple products may arrive in separate parcels. A later parcel is not necessarily missing if another part of the order has already arrived.