The goods must be unworn, in their original packaging and complete with swing tickets and labels intact and attached. Please allow up to 3 weeks once you have returned your parcel for the refund to be credited.
Your parcel will contain an advice note listing the contents. Simply select the most appropriate reason code from those on the back of the advice note, and then enter this code alongside the detail of the product you are returning. This will help us to improve our quality control when we examine the returned goods. It is important that you return this advice note with your returns parcel.
Our Home Approval period is 14 days from receipt. Returns of goods made by you outside this period, or otherwise not in accordance with our returns policy, may not be accepted by us for refund and may be returned by us to you at your expense. Our home approval and returns policy is an additional safeguard for you. It is in addition to and does not affect or amend your statutory rights as a consumer which rights remain unaffected by this policy.
If anything you order from us fails prematurely due to either defective workmanship or materials we will provide you with an appropriate remedy, which may be repair, replacement or full or partial refund. Please contact us to arrange for the return of defective items.
Consumer Contracts Regulations 2014
These regulations provide you with further protection in certain circumstances. Under the Consumer Contracts Regulations 2014 you also have a right to cancel your order for any product. The regulations do not apply to products made to your personal specifications (or otherwise personalised) or which, by reason of their nature, cannot be returned or are products that are liable to deteriorate or expire rapidly, or are audio and video recordings and computer software that you have unsealed or used. Further details of your rights under these regulations will accompany the delivery. Your statutory right to return goods under the regulations may be exercised anytime from the time of order up to and including the seventh day (excluding Saturdays, Sundays and Public Holidays) after the day of delivery. If you wish to exercise your statutory right to cancel, you must notify us in writing within the statutory period and immediately return the products that you do not wish to keep to us (at your own cost, unless the products were substitute goods which we selected for you). You must take reasonable care of the goods. If you cancel within the statutory period you may claim a refund of any sum you have paid concerning the goods, less any charges we make for collecting the goods (including courier fees) if you do not return them at your own cost.
The deduction of carriage costs we will make in such circumstances will not exceed the cost of the post and packaging charge made when you ordered the goods.
Returns procedure via the Post Office
When returning goods within our 14-day approval period or in accordance with your statutory rights under the Consumer Contracts Regulations 2014, via the Post Office, please use the original packaging and tape a label with our Head Office address on over your address. We recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage.
It is imperative you obtain a Certificate of Posting from the Postal carrier, which should be kept in a safe place, as this will be required in the event any returned parcels should go astray. This will contain a unique reference number, which should be quoted in the event of a query. If you don't have your advice note, simply write down the item number(s) on a piece of paper along with your reason for returning and your name, address and personal account number and enclose it with the goods. We are not liable for loss of goods consigned to us in the post and we can only claim against the Post Office in the event you can produce a certificate of posting. Failure to produce a Certificate of Posting or a receipt from your courier when a parcel has gone astray will mean we will not be able make a refund. Your statutory rights remain unaffected by this policy.
For full details of your rights under the Consumer Contracts Regulations, please contact your Citizens Advice Bureau or a Solicitor.
Returns on Product Promotions
Any return of items bought through a special promotional offer (e.g. 3 for 2 or Buy One Get one Free), has to include all items bought within that deal. If not, we reserve the right not to issue a full refund and you may be charged the full price for any item that you keep.
Returns of Briefs, Swimwear and Earrings
For hygiene purposes, please ensure that personal items such as briefs and swimwear are returned to us unworn and with all labels and hygiene strips intact. For your health and safety, pierced earrings may not be returned unless faulty. We reserve the right to refuse to accept the return of items where it is apparent that this has not been done. Your statutory rights are not affected. Returned goods must be in a fully saleable condition. You must take reasonable care of the goods and not have used them. You should return goods to us in their original packaging and with all original labels fully intact and attached, wherever possible, as soon as possible, and within 14 days of receipt. If you return goods to us, we will not be responsible for any loss or damage to them during transit.
Ordering replacement goods
If you require a replacement or exchange item, simply enter its details on the order form attached to the advice note with your credit card details if necessary.