Returns & Exchanges

We want you to fall hopelessly in love with our products. And if you don't, we want to make returns easy.

Please note: garment tags and bags may feature UK size labels. Be sure to check the garment neck label for the correct size before requesting a return.

How to return/exchange

Start a return/exchange

  1. Use the button above to start a return. Alternatively, log in to My Account, find your order, and click the “Return” button. If there is no Return button, or you can’t find your order, use one of the following links to start your return:

  2. Instructions for returning your items will be emailed to you once the return has been logged. This will include the return address and instructions for packing your items. Depending on the carrier selected, you may receive a QR code and/or postage label.

  3. You have up to two weeks to post your return. After two weeks, a new label will need to be generated prior to postage or collection.

Cancelling a return

If you wish to cancel your return before it has been posted, you can do this by entering your order information into the returns portal again. A cancellation request will not be possible if your return parcel has already been posted.

Return shipping costs

Return shipping costs vary depending on your country. If you select one of our carriers, the shipping cost will be deducted from your refund.

If you select to use your own carrier, you are liable for any return shipping costs and customs charges. It is strongly recommended to use a fully tracked and insured service.

Conditions of Return

Returns must be sent & received at our warehouse within 30 days from the date of dispatch. Your return will not be accepted if it arrives at our warehouse later than this.

All items are inspected on return so please ensure the following:

✔️ Product tags are attached within the original packaging 

✔️ The product is unworn & unwashed 

✔️ Hygiene label is intact for Swimsuits and Swim Bottoms

Shoes should only be worn indoors until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box.

Earrings and piercings are not eligible for returns.

Mystery boxes are eligible for a full refund only when returned in their entirety. To receive a refund, all items – including the Mystery Box product itself – must be selected and returned through our return portal.

Multi-item purchases: If you return a single item bought as part of a multi-buy discount offer (for example, 2 for £20, buy one get one 50% off) you will be refunded the full price of the item, minus any discount given in the offer. If you return all items purchased with the multi-buy offer, then you’ll refunded with the full multi-buy value.

Exchanges

Exchanges are available to customers in the UK, USA, Germany, France, Netherlands, Belgium and Poland by using our returns portal.

Items can be exchanged for a different size but cannot be exchanged for an alternative item of equal value.

Customers are liable for the cost of returning the unwanted items to us, but shipping the replacement items to you is free.

Stock will be reserved for 7 days after you request your exchange. To ensure there is still stock available when we process your exchange, make sure you return your items to us as soon as possible.

If we are unable to process your exchange request for any reason (for example, if the replacement size is no longer available), store credit will be provided instead.

Sale and clearance items are not eligible for exchange.

Refunds

✔️ Once we've received and reviewed your return, we'll notify you by email to confirm that your refund has been processed.
✔️ We aim to process your refund quickly - usually within 48 hours of receipt. However, this can take up to 5 working days during busier periods. Thanks for your patience!

The customer is liable for the cost of return shipping and any additional custom charges; unless faulty or sent in error.

Shipping costs are non-refundable.

Faulty Items

In the rare occurrence an item is incorrect or faulty, please contact us with:

  • Your full name
  • Order number
  • A brief description of the problem
  • Photographs showing the fault/damage

We'll get it resolved for you as soon as possible!

Pre-Orders

Any items dispatched as part of a pre-order are eligible for return within 30 days of the dispatch date.

Responsibility

Any items returned using your own carrier or outside of our online portal are your responsibility and will remain your responsibility until they arrive at our warehouse. As the parcel remains your responsibility, please ensure you use a fully tracked and insured service.

We do not take responsibility for any items returned to us by mistake.

Fair Use

Where we notice unusual or suspicious activity with your account, we may withhold issuing a refund and/or block your account and any associated accounts.

Such activity may include, but is not limited to, excessive claims for orders not received or items missing from an order, suspicious and excessive and consistently high return percentage patterns or activity.

If you believe we’ve made a mistake in blocking or identifying your account, then please contact us to discuss the matter further.

Need further assistance?

Contact us and we'll be happy to help!