Returns, refunds & cancellations

How to request a return or exchange

1. Contact us within 14 days of delivery. Use our contact form and tell us what you'd like to return or exchange.
2. Wait for your instructions. Our team will respond within 24 business hours with the return method to follow.
3. Pack your items securely. Return them in their original, unused, and unwashed condition, with original packaging, labels, and tags attached. You're responsible for the items until they reach our warehouse.
4. We'll inspect your return. Once it arrives and passes inspection, we'll arrange your refund, exchange, or agreed store credit.

Returns from the USA, UK, Australia, Brazil and the EU are processed locally by our partner warehouses.

Return window and eligibility

You have 14 calendar days from delivery to request a return or exchange. If day 14 falls on a weekend or holiday, the deadline extends to the next business day. Under this policy, purchases cannot be returned or refunded after that window, with no exemptions stated.

Items in the “SALE”, “CLEARANCE” or “SPECIAL OFFER” categories purchased through our US or Australia store are stated as non-returnable. Discounted items bought as part of a bundle package are returnable.

Items must be new, unused, unwashed, and sealed, with their original packaging, labels, and tags attached. We cannot accept items that show wear, deodorant marks, makeup, or other signs of use. Items with tags removed are ineligible for returns and exchanges. If you received the wrong product and would like an exchange, contact us to arrange it through our system.

If your order included a complimentary gift, please return it with the order. Otherwise, its value will be deducted from your refund.

Return shipping and costs

Returns and exchanges are free for eligible products in the USA, Canada, UK, Australia, New Zealand, Brazil, and the EU, as well as Norway and Switzerland. For orders delivered elsewhere, you are responsible for return shipping costs. Follow the method our team gives you when arranging your return.

Pack your items securely to avoid damage in transit. You remain responsible for them until they reach our warehouse.

If you return an item that is used or otherwise not in resellable condition, we cannot refund it. We cannot automatically send it back to you. If you want it returned, you must cover a return shipping cost of £5 / $5 / €5 and a reshipping fee of £5 / $5 / €5, totaling £10 / $10 / €10.

Refunds and exchanges

After your return arrives and passes inspection, we'll initiate your refund. We reserve the right to withhold the refund and associated costs if an item appears used or does not meet the conditions above.

If the return is not due to an error on our part, we'll refund the amount paid for the returned product, excluding associated expenses such as the original shipping charge. Refunds go to your original payment method and are processed within 30 days of the return reaching us and being confirmed. Your bank or payment provider may take several more business days to show the refund.

If you need a different size or item, we'll process your replacement after receiving the original item at our warehouse. In some cases, we may offer a store credit coupon so you can place a new order directly. The same return conditions apply if you prefer a refund; only unused products are accepted.

Bundles, multi-buy offers and free shipping

If you return part of a discounted multi-buy order, such as a 2-pack, 3-pack or 5-pack, we'll recalculate the discount based on the number of items you keep. Your refund will reflect the discount tier that still applies.

For example, if you bought a 5-pack at 35% off and return one item, the remaining order moves to the 25% discount tier for 3+ items. Your refund will therefore be less than one-fifth of the original order total. This prevents misuse of the tiered discounts and keeps them fair for all customers.

If a partial return takes your remaining order below the threshold for a price-based promotion, including free shipping or a bulk discount, we may adjust your refund. For example, if two items qualified for free shipping and you return one, the original shipping cost may be deducted when the item you keep falls below the free shipping threshold.

Right of withdrawal

You can withdraw from the contract within 14 days without giving a reason. To exercise this right, send a clear statement using our contact form.

Return the items to our warehouse without delay and no later than 14 days after telling us you wish to withdraw. Once we confirm that the returned items meet our conditions, we'll refund your payments to your original payment method. The time they take to appear depends on your bank or card provider.

Order cancellations

Please contact us as soon as possible if you want to cancel. We can try to cancel an order before it enters processing, meaning before it is packed and prepared to ship. The window can be very short; preorders usually allow more time for changes.

Cancellation before processing is offered as a courtesy, is not guaranteed, and is subject to our review and approval in accordance with the US consumer law referenced in the current policy. We cannot cancel orders that have already been processed or shipped, though they may still qualify for a return, exchange or refund under the terms above.

Lost or missing orders

Tracking says undelivered or in transit: We consider an order potentially lost once 14 days have passed since its last significant tracking update. At that point, we can offer a full refund to the original payment method, store credit, or a replacement shipment.

Tracking says delivered: We do not classify the order as lost and cannot issue a refund to the original payment method under this policy. If we believe the carrier genuinely misplaced it, we may offer a courtesy replacement or store credit. An order replaced in this way is no longer eligible for a cash refund; items in the replacement can still be exchanged for a different size or item, or returned for store credit if they do not fit.

Chargebacks and disputes

Please contact us about a refund before starting a chargeback. If a chargeback is filed without first contacting us or returning the order when applicable, or the order does not qualify for a refund, we may dispute it with the bank. The current policy states that chargebacks contrary to its terms are generally dismissed, particularly when an order was delivered and not returned.

Each chargeback costs us £10 / $15 / €15. If you initiate one in violation of these terms, we reserve the right to refuse future orders. A simultaneous refund request and chargeback can complicate resolution; the chargeback terms are stated to apply to the current and future orders.

We may provide the bank with documented evidence if returned items do not comply with this policy. Please do not use a chargeback to cancel an order; under the current policy, doing so may result in a permanent block on future orders.