Refund policy

1. Eligibility for Refunds

  • To be eligible for a refund, you must submit a return request via our returns portal within 14 days of receiving your order.
  • Items must be returned in their original, saleable condition, with all tags/labels attached and in original packaging.
  • Refunds will cover the cost of goods only. Delivery charges are non-refundable.

2. Return Charges

  • Customers are responsible for return shipping costs.
  • If an item is faulty, we will cover return postage in line with your statutory rights.

3. Faulty Products

  • If you receive a faulty item, you must contact us within 3 working days of delivery before returning it.
  • Items must be unused and unworn to qualify for a return.
  • We are not responsible for items that become damaged or faulty after wear, and such returns will not be accepted.

4. Non-Returnable Items

  • The following items are non-returnable and non-refundable:
    • Customised items
    • Pre-order items
    • Made-to-order items
    • Custom order items
    • Jewellery
    • Items marked as non-refundable
  • Pre-order items cannot be cancelled or refunded once the order has been placed. Please ensure you check carefully before ordering.

5. Refund Processing Time

  • Refunds will be processed within 14 days of receiving the returned items.

6. Free Delivery Adjustment

  • If your order value falls below the free delivery threshold after a return, standard delivery charges will be deducted from your refund.
  • Delivery charges are as follows:
    • Standard Delivery: £4.50
    • Express Delivery: £7.99

7. Exchanges

  • To exchange an item, please return your original order via the returns portal for a refund and place a new order for the desired item.

8. Cancellation Policy

  • Once an order has been placed, cancellation is not guaranteed as we aim to dispatch orders quickly.
  • If you wish to cancel, please contact us by phone as soon as possible. Email responses may take up to 2 working days.
  • If cancellation is successfully processed, a 10% cancellation fee will apply.
  • This fee does not apply to custom, pre-order, made-to-order, or non-refundable items.

9. Return Procedure

  • Items may be returned via any courier or postal service, provided tracking and insurance are included.
  • Alternatively, items can be returned in person at our Flagship Store in Luton with your invoice.

10. Contact Information

11. Refund Method

  • Refunds will only be issued to the original payment method used at checkout.

12. Undelivered or Missing Parcels

  • You must notify us in writing within 3 working days of dispatch regarding any missing, incorrect, or undelivered items.
  • Failure to report within this timeframe may result in claims not being accepted.