Returns & Exchanges
NO QUIBBLE GUARANTEE
We offer a no quibble return and exchange guarantee as we understand that sometimes when you order items online, they might not fit right. We are confident that you will get what you want first time around, but if you don't, you can return it within 14 working days from receipt of the item - no questions asked. We will happily exchange the item for the correct item, or issue you a full refund or digital voucher*.
PLAIN PRODUCTS
If you are not completely satisfied with your purchase, you may return the items within 14 days for a refund of the cost of the items, this excludes the carriage cost. Please be aware that you are responsible for the return carriage cost and we recommend you use a service with a proof of delivery to ensure that nothing is lost or misplaced when returning the products to us.
The items must be returned in a saleable condition and must not have been used or worn. You should include their original packaging with bags, hangers, tags and any additional packing materials that came with them originally.
EMBROIDERED OR PRINTED PRODUCTS
You can return embroidered or printed items if they are faulty, damaged or were incorrectly supplied. Once the items have been embroidered or printed it is not possible to cancel the order or request a refund, whether they have been despatched or not. The Consumer Contracts Regulations that came into force on 13th June 2014 exclude “personalised goods or goods made to a consumer’s specification” and the embroidered items we supply fall into this category.
ONLINE ORDERS
If you are not completely satisfied with your purchase, you may return the items within 14 days for a refund of the cost of the items, this excludes the carriage cost. Please be aware that you are responsible for the return carriage cost and we recommend you use a service with a proof of delivery to ensure that nothing is lost or misplaced when returning the products to us.
The items must be returned in a saleable condition and must not have been used or worn. You should include their original packaging with bags, hangers, tags and any additional packing materials that came with them originally.
EMBROIDERED OR PRINTED PRODUCTS
You can return embroidered or printed items if they are faulty, damaged or were incorrectly supplied. Once the items have been embroidered or printed it is not possible to cancel the order or request a refund, whether they have been despatched or not. The Consumer Contracts Regulations that came into force on 13th June 2014 exclude “personalised goods or goods made to a consumer’s specification” and the embroidered items we supply fall into this category.
COVID-19 & OTHER VIRUSES
- We will not under any circumstances accept any returns or offer refunds due to a COVID-19 lockdown or due to a lockdown caused by any other virus.
- This is for the safety of our customers and to reduce the transmission and spread of any viruses.
PEAK PERIOD
- We will not under any circumstances offer a refund for unwanted items on any order placed or fulfilled during the peak period (April-October).
- Customers returning unwanted items will be issued with a digital voucher to the value of the returned item(s), once the goods have been received by us.
- The digital voucher is valid for 12 months and can be used to redeem against your next order with us.
- Exchanges can take up to 4 weeks to arrive during the peak period.
ONLINE ORDERS
- Items must be returned within 14 days of receipt.
- Prior to returning the item you must contact us to obtain a returns number and the returns address. This can only be done by emailing us.
- Items must be unworn and unwashed.
- Items must have all tags attached.
- Beauty products and accessories cannot be returned
- This does not apply to products specially ordered, embroidered or altered, unless there is a fault with the embroidery or the alteration undertaken.
- Print, complete and return the RMA form along with the items.
DOOR-STEP EXCHANGES - (temporarily suspended)
- We offer a fantastic door-step exchange service, so if you order the wrong size, you don't have to worry - we will come to you and exchange it for you. **
- Please email us with your name, order number, and the items you wish to exchange. We normally reply to exchange requests within 24 hours of receiving them.
- You can also call us on 07925 47 6600 for any clarification on sizes and stock availability.
- Door-step exchanges are arranged based on the delivery schedule of our driver.
- Door-step exchanges are arranged on a case-by-case basis and are not available to all customers.
RETURNS BY POST
- Items must be received within 5 days of the returns number being issued, otherwise the returns request will be cancelled.
- Remember to print, complete and return the RMA form along with the items.
REFUND OF DELIVERY CHARGES
- In general, delivery charges will not be refunded if you request a return or a refund of an item.
- We will only refund the cost of shipping in the event that we have made an error or the item has been received damaged or spoiled.
- If you have had other items delivered on the same order and keep those items, then the delivery charge will not be refunded.
NOTES
* Plain products may qualify for a refund. Embroidered or printed products will not be refunded. Please note, you will need to send the items back to us in the condition you received them. Items have to be unused, packaged in their original packaging with the labels included. We do not offer refunds against any orders placed or fulfilled between April to October.
Digital Vouchers are valid for 12 months and are to the value of the returned item(s) only - this does not include the shipping or delivery costs.
** First door-step exchange is free. Only one free exchange is permitted per order. (This can be one item or multiple items). Thereafter, any further exchanges are subject to a £3.99 delivery charge.