Q: There is a problem with my item, what do I do?
A: We want you to be pleased with your purchases so we guarantee to refund any item you are not completely happy with, as long as it is returned in a re-saleable condition with all tags attached and the order form or photocopy of the order form. We may not be able to process your refund without a copy of the order form. Refunds will be charged against the original method of payment.
We must receive your return within 30 days of acknowledging in writing your wish to return your order. In the interest of hygiene we will not be able to accept the return of underwear, swimwear, pierced jewellery or cosmetics unless they were of unsatisfactory quality when we sent them to you.
Q: Can I return or exchange an item in store / stockist?
A: Yes. Within 30 days of receiving your order. Just pop along to your nearest store and take your despatch note and receipt with you. Also remember to take the card you used to purchase your order with online. The actual cardholder needs to be present when the return is processed.
Q: RETURNING UNWANTED OR FAULTY ITEMS
If you are not completely satisfied with the items you purchased on our website we are happy to offer a refund. We regret that the original postage and packaging cannot be refunded. Unfortunately, we cannot process exchanges online but they can be exchanged in stores.
For hygiene reasons we cannot accept returns for underwear, swimwear and selected jewellery.
Should you wish to return an item, please email the following:
Please title your email “WEB RETURN” and include the following information in the body of your email:
ORDER NUMBER (e.g.: WEB123456)
PRODUCT CODE for the item(s) you wish to return (this can be found on the dispatch note)
ADDRESS from original the order
Once we receive this information we will email you a returns label with instructions on how to return the item(s)
Please package your returns securely and ensure that the original paperwork is included in the parcel. We aim to process all returns within 3 working days of receiving the item at our returns centre.
Should you have any questions regarding your returns please email email@example.com
This returns policy does not affect your statutory rights. Please see below for full terms and conditions.
Q: International Returns?
A: You will need to cover the cost of postage when returning goods from International countries. We strongly advise you to select a traceable postal service as we can not be held responsible for lost or damaged goods.
Q: I wish to cancel my order under the Distance Selling Regulations?
A:The UK Distance Selling Regulations advise you have seven working days to cancel the contract for your order with us and we will issue you with a full refund. The seven working days starts from the day after you receive your order. We need written confirmation of cancellation from you, so you'll need to contact us quoting your order number. If you have already received your order, you will need to return all of the items in the order. The items must be in their original condition and will be inspected once we have received them. We try hard to accept all returns, and returns to us don't need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. If we do not receive the cancelled order back, we may arrange to have them collected at your cost.
Q: How long does it take to process a refund?
A: Once you have sent an item or items back to us for a refund, it can take 5 to 7 working days for that refund to be processed and for the money to appear in your account. When you have cancelled an order before it is despatched, certain banks can take up to 5 working days to put the money back into your account.
Q: Can I get a refund on special offer items?
A: Yes. If you return a single item as part of the offer, you will be refunded the price of the item minus the discount amount. A complete return of all items in any offer will result in you being refunded the full offer amount.
Q: How do I get my PayPal order refunded?
A: We are unable to refund PayPal orders in our stores, so please contact our customer services to get an order you paid for with PayPal refunded.