Returns and Exchanges for Non UK Customers
To Obtain a Returns Number
- Log into your order history in your account OR if you checked out as 'guest', log into your order tracking here.
- Click the 'Return Items' link next to the order you wish to return.
- Follow the steps to obtain your return authorisation number.
- Fill in the box on your invoice with your returns number and enclose this slip with your return.
- Affix the returns label (found on your invoice) to the front of your parcel and send it back to us. You will need to pay for the postage to return an item.
You are responsible for the cost of return items to us. You are also responsible for
the goods until we receive them back, so for your own protection we recommend you use a
postal service which is tracked and/or covers you for the cost of the goods in case it is
lost in the post.
If you have received a faulty or incorrect item please contact us before returning
and wait for our reply. We will then advise on how to proceed with the return.
Where you have to fill in customs information, please ensure you declare your return as
'RETURNED GOOD FOR REFUND/EXCHANGE' and mark the parcel as either 'Returned goods' or 'other'
as available. (Do not mark it as 'sale'). If you do not declare this on your returning parcel
it may be delayed in UK customs or may be rejected and returned to you. We are unable to pay
any customs fees which are levied on parcels which are declared incorrectly and it will be
returned to you without being delivered. (Eg. a parcel which is declared incorrectly is any
which is declared as anything other than a return (ie. sale, etc) or any where the value of
the goods has been declared artificially high (ie. if you declare a £20 item as worth £100 etc).
If the goods which you have sent back to us are kept in customs because you have not declared
the parcel correctly, we will not have received them. Because it is your responsibility to declare
the goods correctly and accurately, legally you will not have returned the goods to us / kept them
in your care, and so will not be entitled to any refund / exchange.
If you have any problems/questions please send us an email at firstname.lastname@example.org for help.
Please allow 2 - 5 working days for your return to be processed by our returns department once we have received it back.
When you have recieved your RAN, simply return the item or items to us in their original
condition*, unused/unworn and with all tags, etc attached, within 28 days of receipt. Please
include your completed Returns Form (this will be sent to you via email along with your RAN).
All exchanges will be sent via our standard delivery method regardless of what delivery method
was used on your orginal order. However, you can pay for Express Delivery for your exchange if you
want it to arrive quicker. (Express exchanges are £4.95 for a next day service, UK Mainland only and
need to be arranged in advance. Please contact us about this before returning your item(s))
We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item
for a different size, colour or item if preferred. Some products are non-returnable; these are clearly
marked with a '+' next to the product name.