Returns information and satisfaction guarantee
Our satisfaction guarantee enables you to return any unsuitable items to us for exchange or refund within 28 days of receipt. You can shop with confidence knowing that there is no problem in returning items to us within this time period providing items are returned in an unworn, resalable condition with all appropriate tags and packaging intact. If possible we would prefer discounted or sale items to be returned within 7 days of receipt, please see bellow our terms and conditions for our full returns policy.
Apart from suspected faulty items you do not need to contact us prior to returning goods providing the return is within our return terms and conditions. Our satisfaction guarantee is in addition to your statutory rights.
Returns are at your own charge apart from faulty item, we will refund you the postage cost in that specific case.
Christmas gifts purchased between 20 October and 13 December each year benefit from our extended returns period until 15 January. Outside of this our standard 28 day returns policy applies.
In all cases please complete our paper returns from that you wil find in your parcel. Using this form facility you will be able to indicate which items you are returning to us, for what reason and if you would like a refund or exchange. In the case of exchange you will be required to specify which item(s) you would like in exchange (subject to availability). Although if returning a suspected faulty item from outside the UK, please contact us prior to returning the item for further guidance and assistance.
It is essential that any unsuitable items, unless faulty, are returned in a re-saleable condition. This means that items must not be worn, used, soiled or damaged. We expect you to take good care of items whilst in your possession, for instance please do not write on or otherwise mark shoe boxes, as we will not be able to refund items if they are defaced, used, soiled or damaged, such items will be returned to you.
If you choose to retain the items beyond our 28 day return period we will be unable to offer a refund or exchange. After 30 days we will consider you to have had sufficient time to inspect the items for any faults and thus to accept them. In the unlikely event that items become faulty after this time, and are within the manufacturers stated guarantee period, we will either repair or replace the items at our discretion. If we are unable to repair or replace the items then we may offer a refund. Any items suspected to be faulty must be returned to us for inspection and if necessary may be returned to the manufacturer for their expert opinion before being accepted as faulty. Damage or deterioration as a result of normal wear and tear does not constitute a fault. Any faulty item replaced which subsequently develops a fault will be replaced only under the terms of the manufacturer’s warranty and within the warranty period from the original date of purchase. We will be unable to replace items which are outside of the manufacturer’s warranty period and may limit customers access to our site and / or products where we believe an abuse of our returns policy has occurred.
*A working day excludes weekends and is only Monday – Friday, excluding public holidays.