terms & conditions
Returns are currently taking 2-3 weeks to process. We apologise for any inconvenience.
How Do I Return My Order?
Step 1: Repack your items in something non-see through, sealable, and waterproof and include the returns card enclosed with your order.
Step 2: Login to our returns portal. You’ll need your order number.
Step 3: Once you have processed your return in the portal, our customer service team will either approve or decline the request. Upon approval a Royal Mail returns label will be sent to your email address where you can either print, or save the QR code and take to your nearest post office where the post office team can help you get the return back to us.
What Is Your Returns Policy?
We’ve got paperless! You can return using the steps above.
You’ve got 28 days to send something back to us from the day you receive it.
You will be charged £2.99 for each return.
For hygiene reasons, we cannot offer refunds on fashion face masks, swimwear, or underwear if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached. This does not affect your statutory rights.
Due to the nature of our Lucky Dips, we are unable to swap individual items or refund your purchase. If you have already sent back the whole lucky dip, you will be issued store credit.
Using your own method of return may cause delays in your refund and you may be liable for import VAT and a customer duty charge. If your items don’t make it back to us, you’ll need to open a dispute with the carrier.
To qualify for a refund, all items must be returned within 14 days of receiving your order and be in an unworn, unused condition with the original tags attached.
In the unlikely event that an item is returned to us in an unsuitable condition, we reserve the right to return it back to you.
If you are not completely happy with your purchase, we offer 14 days for your order to be refunded and up to 28 days for your order to be exchanged for another item or store credit.
We endeavour to process all refunds within 21 working days of receipt of your parcel. The refunded amount will be credited back to the payment method used for the order, within 5 days from issue.
For faulty items, if returned within 28 days from receipt, you will have the option to receive a cash refund, exchange or store credit.
You are able to exchange a product for another up to 28 days from receipt.
Exchanges are subject to stock levels at time of picking. If the item you want to exchange for is not in stock, you will be issued a refund, if returning within 14 days, or store credit.
If returning faulty items between 28 days and 6 months after initial order, you will be able to choose whether you'd like to receive an exchange or store credit.
If you are returning an item 6 months after your original purchase, you will not be able to receive a refund, exchange, or store credit.