Return + Exchanges FAQs

We offer a seamless returns process for both UK & International customers. If you are a UK or EU customer please start your returns process here.

If you are an USA or rest of world customer please click here. Full info on returns is on our returns page.

Our returns policy is 28 days from the date you receive the order. Please allow up to 14 days for us to process to be completed within our returns department from the date of delivery, you will be emailed once refunded. We accept items that are returned within receipt of the 28-day time frame providing they are in original condition with tags intact. Once your items are returned, you will be entitled to receive a refund. For item(s) returned after this time, we reserve the right to return the item(s) to you.

We are not able to refund items that are included in the exclusion list, appear to have been worn or washed, are not in original condition, or have their security tag removed. Every aspect of the garment must be free from signs of wear and odour.

In the UK we charge £3.99 for returns, which is deducted from the value of the order. This cost helps us to cover costs of delivery, packaging and logistics involved in returns. If a UK customer opts for an exchange or store credit (gift card) there is no charge for a return. 

 International orders are charged £9.99 (in your local currency) which is deducted from your order value. This is to cover the shipping and logistics costs. 

In the UK, returns sent via our portal will be refunded when the item is received back into our warehouse. Refunds may be delayed when the delivery provider is experiencing longer delivery times. Returns sent outside of our own portal can take a much longer to refund due to the manual work involved.

For international customers please allow between 5-10 working days from receipt of your item(s)for the NFD e-mail confirmation that your refund has been processed and issued. Please note that refunds may take a further 1-10 working days to show in your account, dependent on your bank or payment provider's processing times.

Currently we can only facilitate exchanges in the UK. Exchanges are dependent on stock availability. 

UK and EU customers have the option to opt for a gift card which is essentially like receiving store credit. 

We try to process our returns as quickly as possible. Our average refund is processed within 3 days of receiving the item back to our warehouse however we ask customers to wait up to a week before contacting us. You will receive an email to confirm when funds are sent. We understand the urgency to receive funds quickly and have staffed accordingly however we check every return item for quality purposes.  to avoid refund delays please include your paperwork in your return parcel.

Unfortunately, no, our system cannot facilitate combined orders. We ask you to return individually to ensure a smooth, speedy process. 

Sending combined will result in delays in receiving your refund. 

UK + EU customers – please include the # at the front of your order number. You must use the same email address you used to place the order. 

USA + Rest of world – please do not include the # when entering your order number in the portal. Please use the email address you used to place the order. 

UK- Royal Mail


USA + Rest of World – DHL 

No, we are not able to accept online orders returned to our store. 

· Gift cards.

· Items that have had their security tags removed.

· Products purchased at any of our “pop-up” events.

· Items purchased through a third-party reseller, for example, ASOS.

· Wall art prints are non-returnable as they are made-to-order

Hygiene and our customers’ safety are super important, so certain items can’t be returned for refunds including:

· Face + Body products if opened, used or protective seal is not intact

· Underwear if the hygiene seal is not intact or any labels have been broken

· Swimwear if the hygiene seal is not intact or any labels have been broken

· Pierced jewellery if the seal has been tampered with or is broken.

· Face coverings if the seal has been tampered with or is broken. 

Yes we accept returns on sale and outlet orders. 

Exchange options are available through the returns portal for UK and EU customers.