There are a number of quick and easy ways to return your parcel to us, and hopefully keep costs down for you.
We would advise using the following options to return your parcel to us:
- We are running a promotion for all UK mainland orders valued at £60.00 or over. Any order placed between the 6th of May and 7th of June 2015 will receive a free returns label enclosed with the order to return any unsuitable items.
- Organise a return through Collect+- where you can drop the parcel off at a local shop. Just select your method of sending the item/s back to us, and follow the checkout process on the Collect+ site.
- Royal Mail at your local Post Office; please ensure you are aware of the charges and the insured value before sending your parcel.
Monday - Friday
08:00 to 17:00
They will be happy to advise on how to return your items.
Should you find on receipt of your parcel that something is unsuitable you may return it for an exchange (if you wish to change the product you have ordered for a completely different item, you will need to send the original item back for a refund and place a new order for the new item. i.e: changing a jacket for trousers) or refund within 14 days providing you have not damaged the goods and packaging or removed the original tags.
If you have bought through the Amazon marketplace, you have 30 days to return any item in its original condition.
Please note that the exchanging and returns policy outlined below does not affect your statutory rights.
We cannot accept exchanges from overseas orders.
Please click the steps below to view the returns and exchanges process.
Step 1 - Return Goods
Please ensure you have registered an account with us so you can process your return online.
Please Note – We can only exchange for a different colour or size, if you require a different product please select refund and place a new order.
- Log in to your account and click 'Return an order' and find the order which contains the item you wish to return
- Click 'Return / Exchange'
- Find the item which you wish to return/exchange and select the action required (Refund or Exchange)
- If you wish to exchange select the new colour / size required
- Select the quantity you wish to return
- Select a reason for the return
- Enclose a note with your Name, Order number, reason for return and RMA number to help us process your return.
Please note - for health and safety reasons we are unable to process soiled / wet goods.
Please clean and dry items before returning them.
If you have any questions regarding the return of soiled goods please contact our customer services department for further advice.
Step 2 - Sending Your Return
Please ensure that you use the sticky returns label found on your invoice to address your package, it's also got a barcode on the label and we use that to scan the parcel into our warehouse which in turn emails you letting you know that it has arrived. If you can protect the label from the weather with sticky tape this helps us and Royal Mail.
If you do not have this label please affix a returns address label to the parcel, the returns address is below:
Unit 6 Whaddon Business Park
Please ensure the package is properly sealed as we will not bear any responsibility for goods in transit to us.
When sending a return parcel back to us, please ask at your Post Office for a Proof of Posting Certificate 4679, which is free on request.
Please keep the proof of posting receipt so you are able to claim if your parcel does go missing.
If you would like to send your parcel back to us using Collect+, please follow this link to book it.
When returning an order, the customer is liable for all return shipping costs, we do not refund the postage charge, unless the order is faulty/ incorrect.
Step 3 - Our Job
We will endeavour to open and process your parcel within 3 working days of its receipt but please note in busy times this may take up to 7 working days.
If you need your exchange item(s) quickly (within 14 days), please place a new order online and mark your return items for a refund.
We also suggest you do this during prolonged bad weather conditions i.e. Snow.
Please do not return your item for an exchange if you have placed a new order, otherwise you will receive two products.
We will then carry out one or both of the following actions as per the customer request:
- Refund: this is done automatically back on to the payment method you used to place the order. This will consist of the cost of the item and the original standard shipping charge if all items are sent back.
- Please allow 5 working days from us processing your return for the refund to appear on your statement. This delay is due to bank transaction processes.
- Exchange: a new invoice is generated for the item(s) you have requested. This will be confirmed by email when they are dispatched.
Incorrect, Faulty or Damaged Item/s
If you receive goods which may be Incorrect, faulty or damaged please contact our customer service team on 01722 710754 (Monday to Friday, 08:00 to 17:00) or email us and advise the details of the problem.
Please be assured we will do our utmost to resolve any issue quickly and with as little inconvenience to you as possible. Please ensure that you obtain proof of postage when you send any item back to us just in case the parcel is lost.
We will usually send a postage paid returns label / bag to collect your goods.
If goods develop a fault after a reasonable period of time, we will require the faulty goods to be returned in a clean and dry condition to our warehouse for inspection and will advise on the best way to return the goods when you contact our customer services for advice.
Items are deemed faulty if there is a defect in the material or workmanship and it does NOT cover damage caused by misuse, abuse, neglect or failure to follow recommended use, care or maintenance instructions.
Once your order has been placed we are not usually able to cancel or change it. It is only possible to amend or cancel an order during its first stage of processing. You would need to contact us as soon as possible after you have placed your order. If it has reached our warehouse system it will be too late and the order will dispatch.
In line with the Directive on Consumer Rights you have a 14 day cooling off period in which to cancel your order in full. All items from your order must be returned within 14 days of receipt of the parcel, and we must also have in advance, a written request from you clearly stating that you wish to cancel the full order. We would then refund the full cost of the order including the original shipping charge.
This does not include the cost of returns, which must always be covered by the customer, unless the item is faulty or incorrect- please then contact us to organise a prepaid bag/ collection of your goods.
If your return is posted outside the 14 day cooling off period, or if only part of the order is returned then the original postage will not be refunded.
Directive on Consumer Rights
You have a right to cancel your order for up to fourteen working days following the day after the date of delivery for any item purchased through the catalogue or website under the distance selling regulations for refund. This does not apply to any perishable goods, unsealed software or item personalised or made to your specification.
To cancel any order, you can telephone or e-mail us quoting your customer number and order number stating that you are cancelling your order. You must take reasonable care of the items and retain all original packaging. Returning your items within 14 days of cancellation will result in a prompt refund of the item/s and any original postage charge. All goods are returned at your own expense unless the item is deemed incorrect or faulty, please contact us to organise a prepaid bag/ collection for the goods. Should you require your unwanted goods to be collected, we will deduct the appointed couriers direct costs from the refund given.
Providing the goods are received back with their original packaging and all accessories, you will receive a refund within thirty days of your notice to cancel.
Items that cannot be returned
- Lipscreen products
- Underwear products e.g. knickers, briefs, underpants (NB: this excludes base layers which can be returned as normal)