RETURN TIMEFRAME
You’re more than welcome to return your unwanted item(s) back to us, following our terms and conditions below. Please take a look to ensure your return is accepted and processed within our returns policy.
RETURNS TIMEFRAME
Customers have 30 days to return their order for a refund or an exchange, extended to 45 days to return for store credit. This is from the date their order was placed.
RETURN FEES
Please note, return fees are priced per return generated.
If you're a new customer, your first return will be free of charge (excluding self post).
Refund and store credit fees will be deducted from your refund at the time it's processed. Exchange fees will be charged when submitting your return. You can view all return fees here
Please note, return fees can vary depending on the volume of returns sent back to our warehouse. If we suspect unusual activity from your account we have the right to increase this fee. Please see Unusual Activity for further details.
ORIGINAL CONDITION
Hygiene and customer safety is really important to us, therefore please do your best to try on, handle and repackage items with care. In line with our sustainability strategy, items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to cleaning charges or refusal.
Hygiene stickers must remain intact. Failure to return your item back to us without the hygiene sticker may lead to refusal.
All embellished items must be returned in the original box they arrived in.
NON-RETURNABLE ITEMS
Whilst returns are an important part of the retail process, not all items can be returned back to us. Our non-returnable items include: Nipple Covers, Briefs and Thongs, Socks, Face Masks, Headbands, Ear Muffs, Headscarves, Hair Accessories, Accessories, Halloween Accessories, Fitness Equipment and Water Bottles. Swimwear is returnable however we do require the hygiene stickers to remain intact and failure to do this will result in the item being non-returnable.
Sale items may be returned for store credit only.
RETURN OUTCOMES
Returned items may be eligible for a refund, store credit or exchange, providing your return is in line with the rest of our policy.
PROCESSING TIME
Please allow up to 25 days for your return to be processed once it has reached our International hub, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card. Exchanges will be automatically processed as a new order and shipped out to you.
We'll email you once we've received and processed your return.
UNREASONABLE CLAIMS / FAIR USE POLICY
Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.
Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered.
If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company.
RESPONSIBILITY
Returned items are your responsibility until they reach us, so make sure they're packed up securely and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you retain your proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake. If we're able to locate them (which is not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
Please return each individual order separately. We are unable to process your return if two or more orders are returned within the same parcel.