Return or Exchange
We hope you will love everything that you order from us, but don’t worry if something isn’t quite right, you have 14 days to return, or to exchange the same item for a different colour or size as long as it is the same price or lower.
We’ll give you a full refund on your items (or difference, if any, for exchanges) by the same method you used to pay in most cases. This refund will not include the delivery fee. All we ask is that items are returned clean, unworn and have all their tags on.
For hygiene reasons, underwear, swimwear, bodies and pierced jewellery cannot be returned or exchanged (unless they are faulty).
Please note that items bought online cannot be refunded or exchanged in any of our stores.
How to return or exchange for free
Fill in the return form with your reason for returning the item and if you would like to exchange, details of the new size or colour.
Make sure the items you return are in their original condition, tags and packaging included.
Pack the items in the original box (or an alternative rigid box) and stick the pre-paid UPS label over the prior delivery information. Using the label provided will guarantee a refund in the event of theft or loss during delivery to our warehouse.
Drop of your package at a UPS Drop Box or the UPS Store. Find your nearest drop-off here or call 1.800.PICK-UPS (1.800.742.5877).) You can also leave the package at your place of employment if you have a UPS pick-up there. If a pick-up is scheduled with UPS customer service, you will be liable for the pick-up cost.
Once your package reaches us, please allow up to 5 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.
All returns must be shipped from the same country they were purchased from, and this information is only valid for US orders.
Please try items on with care
If you decide to return something, please ensure that it is in perfect condition. This means... - clean (no deodorant, perfume or make-up stains) - unworn - unwashed
Items returned to us in a non-sellable condition, will not be refunded and may be sent back to you.
When you try on shoes, please do so on a soft, carpeted surface so that the soles are not damaged. If you decide that they’re not quite right, please return them in their original shoe box as it is part of the product, with another solid box around it, preferably the original outer packaging.
Once your return has been received, we aim to process it as quickly as possible. Please note that at peak times, it may take us longer than usual to process your return, up to 21 days.
After your return has been processed and approved by us, we will ask your bank to process a refund. Card refunds can take up to 2 weeks depending on your bank's processing time - please note that we are unable to influence this and allow up to two billing cycles for the credit to appear on your card statement.
After your return has been processed and approved by us, we will credit your PayPal account and the refund will show on your PayPal statement after 3 working days. PayPal payments funded by a credit or debit card will be refunded to that card, and for payments funded with both a card and another funding source, the card portion will be refunded to the card and the remainder to the PayPal account.