Returning Items Using Royal Mail
UK customers only - Please note that this is not a free label, if this is label is used, a fee of £2.50 will be deducted from your refund. This label provides a tracked 48-hour service and must be taken to a Post Office, your parcel cannot be posted in a postbox.
Returns within the United Kingdom can use the enclosed pre-paid label. However, these are insured only to a maximum of 60 GBP, for any items over this please take out adequate insurance cover with your local post office/courier. We have partnered with Royal Mail to offer this service and all packages come with a free returns label inside. Simply take the items you wish to return to your local post office and attach the label to the outer of the package. Please ensure you request and retain proof of postage for your safety and ours. Regrettably, this service can only be offered to customers within the UK.
To ensure a smooth shopping experience when purchasing gifts over the holiday period we have extended our returns policy. Any goods purchased from 1st December to the 24th December will be eligible for a refund or exchange if they are returned in our store/warehouse before the 7th January 2019.
Goods returned after this date will not be accepted. If you have any questions or concerns regarding the extended returns policy please do not hesitate to contact our customer care team via telephone on 01642 254124 option 1 or alternatively email firstname.lastname@example.org
Should you require a replacement label or you have not been provided with one in the first instance, you can now generate your own online. Please use the following link and fill in the relevant information. Royal Mail will email you a replacement label to the email address you provide and you can follow the returns process as you normally would.
SHOULD YOU NEED TO RETURN ANY ITEMS YOU MUST ENSURE YOU USE A RETURNS AUTHORISATION CODE. THE CODE WILL BE THREE LETTERS AND TWO NUMBERS THAT CORRESPOND WITH THE DATE OF PURCHASE. IF FOR INSTANCE YOU PURCHASED YOUR ITEM ON THE 10TH OF OCTOBER THE RELEVANT RETURNS CODE WOULD BE OCT10. PLEASE ENSURE THAT NO MORE THAN 14 DAYS(UK) OR 21 DAYS (INTERNATIONAL) HAVE ELAPSED SINCE THE DATE OF PURCHASE OR THIS CODE WILL BE VOID AND REGRETTABLY THE RETURN WILL BE REFUSED. PLEASE GET IN CONTACT IF YOU ARE OUTSIDE OF THE 14 OR 21 DAY PERIOD. PLEASE MARK THE RETURNS AUTHORISATION CODE CLEARLY ON YOUR RETURNS FORM AND ALSO ON THE OUTSIDE OF THE PACKAGE. ITEMS MUST BE UNWORN AND HAVE THEIR ORIGINAL TAGS AND PACKAGING ATTACHED.
Please ensure that your Returns Authorisation Code is clearly marked on the outer address label of your returned package. Please also ensure that the Returns number is also marked on your returns sheet (which is on the back of your invoice).
Please also ensure that you have double checked the contents of your parcel, as all items returned are checked twice by our returns department and logged on file. We can only deal with items which we acknowledged as receiving.
We have extended our returns period for the festive season. Orders placed between Tuesday 29th November and Thursday 22nd December can be returned until the 5th January for a refund or size exchange.
Items purchased online within the UK can be returned to us however we need to receive these instore up to 14 days of order date for a refund.
Faulty returns must be sent back for inspection using our correct postal address (as below). Faulty items will be returned to the manufacturer for inspection purposes and if found to have a manufacturing defect you will be offered a refund or exchange. if a mistake has been made by ourselves we will credit the returning shipping costs with 2nd class recorded used.
Goods must be adequately sealed in original packaging. On returning footwear, the box should also be returned undamaged and as received. This must be wrapped in an extra outer layer. Failure to do so will incur a charge of £12. All returned goods must be unworn and any original tags must still be attached along with any brand specific packaging we may have sent. This is also the case for shoes and spare laces or dustbags. Anything that is shipped with the product must be returned to us unworn and unused. A breach of this will result in your return being rejected and sent back to you.
Please note that Royal Mail may reject any package that is not adequately wrapped. Please include all information regarding your order and fault. All information regarding your purchase was sent to the email address you supplied whilst placing your order. If using any address label please attach securely to the package. Please ensure you ask for a certificate of posting from the Post Office as proof you have sent the package. (The Post Office do not charge for issuing these certificates)
To take advantage of the Distance Selling Regulations 14 day cooling off period please contact us prior to sending the goods back stating you wish to return them under this scheme.
At present, we will only process an exchange for full price goods.
We regret goods returned using our free returns service are only liable for up to £50 worth of compensation. This covers loss or damage sustained during transit. If your goods are worth more than £50 we would advise using an alternative service at your own cost. "Compensation" means the £60 compensation cover provided by the Company to the Customer for lost or damaged Parcels and the Company’s liability to the Customer for lost or damaged parcels.
EU and international returns
Items purchased online outside of the UK & outside of The EU can be returned to us within 21 days of customer receipt for a refund.
items purchased online and outside of the UK but within the EU can be returned for a refund within 14 days of the goods first purchased.
We regret that items returned more than once and outside the 7 day distance selling act can be returned for a gift voucher or further exchange.
Please ensure that you declare the goods as ‘unwanted returns’ for customs. If you fail to do so, we shall be charged import duty by customs. We shall pass any such charge on to you when refunding your card / exchanging your goods. You should be able to find details about this in the documentation provided by most couriers
Unfortunately we do not refund shipping charges on overseas orders this does not affect your statutory rights.
– if you are unsure, please contact your courier.
Should you need to return your goods, you will need to pay for the return postage.
Please send your goods to our returns department complete with a Returns Authorisation code to the following address;
1st Floor, 54/56 Albert Road, Middlesbrough, TS1 1QD, UK
We will do our very best to ensure that your refund is issued the same day upon receipt of your returned item(s), though we must stress that refunds may take up to several days to show in your account. Please refer to your card card issuer's terms and conditions for further information.
At present, we only offer exchanges on full priced goods.
Items which are excluded from the above policy are Underwear, Swimwear and earrings. These are not refundable and cannot be exchanged. This does not affect your statutory rights.