Returns, Exchanges and Refunds

We want you to receive an item that matches its description and is suitable for its intended use. Before ordering, please check the size guide, product description, colour information and any product-specific return notice.

Change-of-mind returns

Unless a product page says otherwise, request a change-of-mind return within 7 calendar days after delivery. The item must be unworn, unwashed, unaltered, free from perfume, makeup, stains and damage, and returned with its tags, original packaging and accessories. Shoes should be tried on indoors and returned in the original box. We may decline a return or reduce the refund where an item has been used, damaged or returned incomplete.

Wrong, damaged or defective items

Contact us within 48 hours of delivery if an item is wrong, damaged or has a manufacturing defect. Keep the packaging and send the order number with clear photos or a short video showing the issue. Do not repair, wash or alter the item before we review it. Where the issue is confirmed, we may offer a replacement, exchange or refund, including reasonable return delivery costs where applicable.

Items that may not be returnable

Personalised or altered items, worn or washed items, underwear and other hygiene-sensitive items, and items marked final sale may be excluded unless they arrived wrong, damaged or defective. The product page and checkout will show any special condition.

How refunds work

After an approved return is received and inspected, we will confirm the outcome. Approved refunds are sent to the original payment method where possible. Bank and payment-provider processing times are outside our control. A refund does not include a delivery fee that was correctly charged for the original delivery unless the return is because we sent the wrong item or the item was confirmed defective.

We will not ask you to disclose your full card number, PIN or one-time password in order to process a refund.