- What's your return policy?
- What's your return policy during a Sale?
- What happens if I don't like the items or they do not fit?
- I am going away for a month. Can I return the item when I get back?
- Why don't you always offer free returns when most of your competitors do?
- How long does it take to process my returns?
- Where should I send my returns?
What's your return policy?
We operate a no-quibble returns policy and if you return an item within 90 days of receipt, we will give you back the amount you paid for the item, or offer an exchange, whichever you prefer, no questions asked. After this period, until the first anniversary of your order arriving, you can still return anything that does not meet your naturally high quality expectations (things like normal wear and tear are included, though heavily used garments or garments that have been mauled by pets, or drawn on by nephews, and so forth, don’t qualify, and bathing suits cannot be washed or worn). So if you’re not happy we will give you the option of exchanging your item or receiving a credit for the amount you paid for that item.
Unfortunately, abuse of this policy may result in us parting company. And when returning goods which you bought using a discount or offer, we will adjust the refund accordingly to reflect any failure to meet the original requirements for a discount/offer, as that discount or offer will no longer apply. Your legal rights are not affected by these statements.
When sending a return, we recommend that you send it using the Smart Label included with the packaging slip. Simply pop the label on the outside of your return package and drop your package in the US Mail wherever you find it most convenient. No postage is required. A flat fee of $7 will be deducted from your refund. Please allow 10-14 working days for your refund to process. Any questions? Please call our Customer Care Representatives on 1 866 206 9508. Please do not ship your return parcel back to the UK.
What's your return policy during a Sale?
During sale time we continue to honour our no quibble return policy, but shorten our returns period. You have seven days to make your mind up about any order, during which time we’ll exchange or refund it, no questions asked. The seven-day return policy enables us to process returns and put them back into the sale section before the sale ends.
What happens if I don't like the items or they do not fit?
If you wish to cancel or return your order for a full refund you may do so simply by sending the goods back to us, using the address label included with your order, within 7 days for sale items and 90 days for regular priced items, after you have received your order. After this time goods bought in the sale can only be returned for an exchange or account credit.
If you return the purchase(s) to us for any reason, you will have to meet the postal or other costs that you incur in doing so yourself.
When sending a return, we recommend that you send it certified mail.
Your statutory rights are not affected.
I am going away for a month. Can I return the item when I get back?
Unfortunately this will not be possible on sale goods, when our standard 3 months returns window is reduced to seven days on sale goods so we can get them back into stock before the sale ends.
Why don't you always offer free returns when most of your competitors do?
We thought about this, but most companies that offer this absorb the costs in other areas – for example putting up the price of their products. We don't want to do that, so decided to keep things as transparent as possible by letting you know from the offset that it's our policy to charge for returns. We do sometimes offer free returns during special promotions.
How long does it take to process my returns?
We try to process returns as quickly as possible, but, as stated in the catalogue, it can take up to twenty-one days when we’re very busy. Over the last season we have brought down the average time it takes to process a return. We will continue to try and reduce it this season.
Where should I send my returns?
If you are returning goods for refund or exchange please send them to:
180 Armstrong Road