We are confident you will love any item you buy from us, however if you are unhappy with an item for any reason we are more than happy to exchange it for another item of the same value or issue Store Credit to use at a later date. Unfortunately we do not offer refunds for items purchased in store. However, all items purchased in store which are found to be faulty or do not measure their stated size will be refunded unless you choose to exchange the product or receive Store Credit. You can return goods purchased in store within 28 days, providing you have a valid receipt and the item is unworn, has all tags attached and is in its original packaging. Due to hygiene reasons underwear cannot be returned and a refund or exchange can only be given if there is a manufacturing fault or if they do not measure their stated size. If an exchange is made during a sale or on any sale items they will be exchanged at their purchase price for items at their original non-sale price.
As per the Consumer Contracts Regulations, if you purchase goods online you have the right to cancel your order within 14 days of receipt of goods, and then 14 days to return the goods for a full refund (cost of goods and standard shipping). Please note: Customers are responsible for the cost of return postage, unless the item you have received is faulty (see below). To make the returns process as easy as possible we will email you a returns label, once the return is approved. The cost of this label (£5.28) will be deducted from the amount refunded. Simply attach the label to the parcel and drop it to any Collect+ location. If you do not wish to use our returns label, you can use your preferred courier. We will then refund the full cost of the goods, once approved. If you purchased more than 1 item, only the price of the returned item is refunded, and not the shipping. We highly recommend sending returns via a tracked service as we cannot refund any items we do not receive back. You have a duty of care while the goods are in your possession, and a deduction in the refund amount can be made if the value of the goods have been reduced. Please keep all tags attached and goods in their original packaging. Due to hygiene reasons underwear cannot be returned and a refund or exchange can only be given if there is a manufacturing fault or if they do not measure their stated size. Please click the button below if you wish to return an item you purchased online.
Alternatively, you can return any items purchased online by taking them to our Ebbsfleet store.
In the unlikely event that any goods you receive are faulty, you can return them within 28 days to our Ebbsfleet store or post them back to us for a full refund, using the return form above. After 28 days, we will attempt to repair the fault, or issue a refund if this is unsuccessful. Alternatively, you can keep the goods and receive a partial refund. We may return the goods to the manufacturer to confirm whether or not the fault was present beforehand or is due to excessive wear and tear. Please click the button above if you wish to return a faulty item you purchased online.
Items purchased in store prior to any sale can only be exchanged at their purchase price for items at their original non-sale price. If Store Credit issued prior to the sale is used during a sale, the sale items will be charged at their original non-sale price. Items purchased in the sale can be exchange after the sale at their purchase price for items at their current price.
If any Click and Collect orders have not been collected within a week, we will contact you to remind you that your order is ready to collect. If any Click and Collect orders have not been collected after 1 month, we will then refund the order and put the items back into stock. If you change your mind before you collect the items, simply call us on 0800 026 4708 or email us at firstname.lastname@example.org and we will refund the order. If you change your mind after arriving at our store, we will refund the order to the original payment method.