We offer a no hassle policy and all returns will be accepted up to 30 days after you receive your purchase (excluding socks and underwear which are non-refundable due to the intimate nature of these items). We’ll either give you an exchange if this is what you would prefer (pending stock availability) or we will refund your original purchase price. Sorry, but we don’t refund the charge made for the initial delivery to you (unless a mistake has been made by us), and the return postage cost is your responsibility to send the parcel back to us.
WHAT TO DO
To return any goods: please contact us at firstname.lastname@example.org and please ensure you include the order number/ goods description(s) and your full name and address in your email.
All returns must be sent via registered and insured mail in its original condition to our returns address. This ensures the item is tracked and minimises the risk of it going missing. We cannot take responsibility for undelivered goods. In the event of the loss for any returned goods it would be your responsibility to pursue a claim.
HOW LONG WILL IT TAKE
We are available to receive UK & International returns on a daily basis (Monday to Friday). We aim to issue all refunds & dispatch exchanged goods within 2 working days of receipt, although it can take longer during busy periods such as Christmas.
You will receive a notification when your refund has been issued.
A FEW MORE IMPORTANT THINGS
All goods must be returned back in their original condition/ original box (if supplied in a box e.g. for footwear), with all the original tickets and tags attached, and in the original or similar suitable packaging (which will always be a padded envelope or tissue/padded packed box to help ensure it reaches you in perfect condition).
Our packaging is designed to be re-used provided it is opened carefully; we recommend you re-use our padded envelopes and boxes/tissue wherever possible. If the returned goods are damaged in transit due to being inadequately packaged we will be unable to give a refund. Please take particular care with shoes, as we will not be able to refund or exchange shoes with damaged boxes, as the box is considered part of the product.
Returns that are damaged, soiled or altered may not be accepted and may be sent back to you. Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should also be included with your return.
Postage to you will only be refunded if the goods are not as described in the listing or are lost in the post whilst being sent out to you.
In the case of the goods not being received due to the buyer either not signing for the parcel and not collecting from the post office, or if an incorrect delivery address has been provided, postage costs will not be refunded and a recharge cost will apply to re-deliver.
SHOES AND FOOTWEAR
All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to you.
If you believe any goods bought from us to be faulty in any way, please contact us at email@example.com. We will always get back to you quickly and will advise how to proceed. Please do not return the goods until we have been in touch. Any goods found not to be faulty, and returned before our acknowledgment, will be returned to the sender at their own costs.
IMPORTANT NOTICE FOR INTERNATIONAL CUSTOMERS
When sending a parcel back, please can International customers mark the parcel very clearly as 'RETURN OF COMMERCIAL GOODS' on both your shipping label and the customs documents.
We will be charged import taxes if this is not written on the package. As a result, we reserve the right to pass any charges incurred onto the customer responsible.
Your goods should be sent back to us within 30 days of receipt.
ADDRESS FOR ALL RETURNS & EXCHANGES
6 The Sidings
Tyne & Wear