What is your return policy for online orders?
Any item ordered from this website can be returned free of charge within 28 days of receipt. Items must be returned in their original condition, with all labels still attached, and in their original box. You must register your return online in order to receive a return label or QR code.
Are returns free of charge?
Yes, we offer a free return service for all online orders on this website.
What return methods do you offer?
We offer two return methods: via Royal Mail (= printer required to print a return label) and via DPD (= no printer required, with QR code). You must register your return online in order to receive a return label or QR code.
Can I exchange my order for a different size/colour/style?
No, we do not offer direct exchanges. Please return your current order and place a new one. Note that we can only accept returns of items purchased on this website. Items purchased in one of our boutiques or from one of our retail partners should be returned directly to them.
Can I return items from different online orders together?
No, we kindly ask you to register and return each order separately to ensure smooth processing.
I am unable to register my return online.
Please make sure you have entered the correct details: the email address that you used to place the order and the order number starting with ‘P’, which can be found in your order confirmation. Note that the third character is a zero (not a capital O). If you have an account on our website, you can also register a return via the order overview page in your account.
There was no return label in my parcel.
This is correct: all online orders are delivered paperless. You can download a return label after registering your return online. We also offer paperless returns through DPD. You can select your preferred return method when registering your return.
I forgot to register one of the items for return.
You can still register the forgotten item separately by following the usual steps. Items that have already been registered cannot be registered a second time. Please return the item together with other items from the same order, or in a separate parcel without other items (if your first return parcel has already been sent).
I registered too many items by mistake.
We are happy that you changed your mind and found an item that fits you well. You do not need to do anything; you will only receive a refund for the items that you actually return.
I registered my return but did not receive a return label or QR code.
After registering a return on our website, you will receive an email with either a link to download your return label, or a QR code, depending on the chosen return method. Be sure to check your spam folder. Can’t find anything? Please contact Customer Service.
I selected Royal Mail, but I do not have a printer.
We recommend contacting your local post office to see if they can print your downloaded return label.
Can I schedule a pickup for my return parcel?
Unfortunately, we do not offer home collections. Please take your parcel to a drop-off point instead. If this is not possible or you would prefer a home collection, you can arrange one at your own expense. It is important, however, that you use the original return label addressed to our partner. We are not liable for any problems during transport if the original return label has not been used.
My return label or QR code was not accepted at the drop-off point.
Please note that it usually takes between 15 and 30 minutes for a return label or QR code to activate. If you need further assistance, please contact Customer Service.
I mistakenly mixed up the return labels for two online orders.
Provided that you registered both returns and the items are still in their original condition with all labels attached, our partner should be able to link them to the correct order. However, please note that this may delay the processing of your returns.
How can I track my return parcel via Royal Mail?
You can track your return by entering the barcode shown on your proof of posting on the Royal Mail website: https://www.royalmail.com/track-your-item Note: the first character of the barcode is a capital letter “O” (not a zero).
How can I track my return parcel via DPD?
You can track your return by entering the barcode shown on your proof of posting on the DPD website, using delivery postcode XX40 3WW: https://track.dpd.co.uk/
I received a wrong or damaged item, what do I do now?
We are sorry to hear this! Please contact Customer Serviceto arrange the return.
I accidentally returned an item that I did not purchase from your website.
According to the terms and conditions stated on our returns page, we cannot refund this item or return it to you. We accept no liability for items purchased outside of our online store. The item will be donated to a good cause.
I returned an item without a barcode, sewn-in label and/or item box.
Our partner can only process items that are returned in their original condition, i.e. with a barcode, all labels present, and in the original box. Unfortunately, we are unable to refund or return this item. It will be donated to a good cause.
How long does it take to receive a refund for my returned items?
Our partner usually processes return shipments within 7 business days (weekends not included). Depending on the payment method, it may take a few more days before the refund appears in your account.
I have been waiting for my refund for more than 7 business days.
Processing times may be longer during sales periods. Have you been waiting longer than this? Please contact Customer Service) and provide the following details: your name, order number, and proof of posting from the drop-off point. We will then check the status of your return and take appropriate action.
I have only received a partial refund for the items I returned.
Please contact Customer Service and provide the following details: your name, order number, item details, and proof of posting from the drop-off point.
Please note that if you redeemed a discount code or voucher, the corresponding portion of the refund will be reactivated on that coupon or voucher.
