Please note that all orders once made cannot be cancelled, and the addresses selected cannot be amended after the order is placed.
SHIPPING
UK Shipping
UK Standard Delivery - £4.50
2-5 working days*
EU & International Shipping
EU & International Standard from £7.50
5-7 working days*
*We use Royal Mail Group Ltd services for all our shipping and returns.
Delivery days and times will depend exclusively on Royal Mail Group Ltd availability. All shipments are handled by Royal Mail Group Ltd.
Shipment delays may occur and are out of the control of the business. Please note that (company name) cannot be held responsible for delivery delays outside of our control after the package is handed over to our couriers. We are not able to provide shipping refunds of any sort or product refunds due to any delivery delays. Orders are dispatched only on working days Monday-Friday excluding bank holidays.
RETURNS
Any returned item(s) should be unworn, unsoiled, unwashed, and in perfect re-sellable condition with all and designer garment tags still attached.
Made-to-order and custom-made products are subject to final sale and cannot be returned.
Postage costs are not refundable.
DAMAGED ITEMS
If any items shipped are deemed faulty by the customer, or are not the correct item(s), this should be communicated to (company name) within 14 days of receipt of the item. Upon which photographic evidence will be requested from the customer to be sent via email prior to the acceptance of the item being returned for inspection. This evidence must be sent within 48 hours of it being requested. If the item is accepted back for inspection the customer should allow 5-7 working days for the relevant team to give their feedback and to check the dispatch evidence internally. If the damage was not a fault of the manufacturer or occurred whilst in transit, the goods will be returned to the customer and are subject to final sale. If the damage was the fault of the manufacturer or occurred in transit, the customer will be offered an exchange or a refund.
UK RETURNS
For all returns, please send an email to our customer service to request a return label through your (company name) customer account. If eligible for a return, we will send you a 48-hour Royal Mail Return Label.
Please affix the 48-hour Royal Mail returns label on your parcel and drop it off at your nearest Royal Mail collection point.
If you have any issues please contact our Client Services team via email at (email).
Where pre-paid returns labels are not provided by the business, and the customer wishes to return an item at their own cost, the customer is fully responsible for this cost, and it will not be reimbursed by the business. Please note that postage costs are not refundable.
At the business’s discretion, a pre-paid returns label may be sent to the customer depending on the particular circumstances.
Regarding exchanges for orders made within the UK, please note the item requested on your returns form and your new item will be dispatched to the same address following receipt back at our premises. For exchanges on orders outside the UK, please place a new order for the requested item(s) and return to us the item(s) you would like to exchange, or if you require any help please contact our Client Services team via email on (email).
REFUNDS
Refunds will be given on all orders shipped within the UK. To be eligible for a return the item(s) must be received within a strict 14 day window from receipt of the shipment to the client's choice of place of delivery, with original proof of purchase.
For orders shipped outside of the UK, refunds will only be given on full price items, to be eligible for a return the item(s) must be received within 30 days from the date of shipment, with original proof of purchase. Sale items are final sale and will be offered a credit note if returned within 30 days from the date of shipment.
Anything returned outside of the periods written above constitute final sale, however you may be offered a credit note or exchange at the discretion of the business if the item is returned within 28 days from order receipt. Alternatively the item(s) will be returned back to you. Credit notes are valid strictly for 6 months from date of issue, and cannot be extended. Please note that postage costs are not refundable.
If your item is deemed faulty (i.e. received damaged or due to a manufacturing fault), we can offer alternatives such as a repair or replacement if we are alerted within 7 days of receipt of product. For more information, please contact our Client Services team on (email).
UNACCEPTABLE CUSTOMER BEHAVIOUR POLICY
(company name) is committed to providing an excellent service to our customers and we will always do our best to help. In return, we expect our customers to behave appropriately and treat all our employees with courtesy, consideration and respect, to allow them to carry out their work.
Most of our customers are satisfied with our services but we recognise that occasionally some are not.
Demonstrating unacceptable behaviour will make it difficult for us to deal with your query or complaint effectively. If you do wish to make a complaint about our level of service we will direct you to our complaints procedure upon request.
This policy enables us to deal with unacceptable customer behaviour professionally and consistently. It lets both employees and customers know what we consider to be unacceptable and outlines the steps we may take to deal with such behaviour. It applies to all our customers.