Please note that returns are taking slightly longer to process than usual. We thank you for your patience.
We work hard to offer a fuss-free returns process. Below are some of our top FAQ’s but if you have any further questions please contact us at firstname.lastname@example.org.
CHRISTMAS RETURNS POLICY
We’ve extended our Christmas returns policy for 2020!
Any orders placed between the 16th November - 24th December 2020 can be returned up until the 10th January 2020 as long as the item is still in its original condition, with the tags still attached and in line with our returns policy.
HOW DO I RETURN MY ORDER?
Returns are free and easy for all our customers. Should you wish to return any items on your order please contact email@example.com with your order number and details of the items you wish to return and we will email you a DHL prepaid label and any required Customs documents.
Step 1: Ensure that the items are wrapped in their original bags and have the tags attached.
Step 2: Please let us know the items you are returning by completing the returns form included.
Step 3: If possible, place the items and returns form in the original parcel they were delivered in. Should the original parcel not be suitable please wrap the items securely in your own packaging.
Step 4: Place the prepaid DHL label and documents on the parcel covering the original address label.
Step 5: Take the parcel to your local DHL service point Please keep this safe until you receive you refund in case of any difficulties with your return. You can locate a DHL service point by using https://locator.dhl.com/
Should you use a different courier service to return your parcel, it will be your responsibility to pay for the return.
If you’re returning internationally and require a commercial invoice, please email firstname.lastname@example.org and we will get this sent over to you.
WHAT IS YOUR RETURN POLICY?
Returns must be made within 14 days of receipt in its original condition.
Regrettably due to hygiene reasons we are unable to accept the return of face masks, knickers or briefs including thongs, hipsters, bikinis and bodies. We also don't accept returns of any swimwear where the hygiene seal has been removed.
In the event that an item is returned in an unsellable condition or is not in-line with our returns policy, we may have to send it back to your delivery address and ask you to cover the delivery costs.
Parcel's are your responsibility until they reach our warehouse so please ensure you've packed it securely and have proof of posting/tracking (DHL waybill) number as we'll need this if there are any issues with your return.
If you choose to use a different courier service to return your parcel, it will be your responsibility to pay for the return.
Please note we cannot accept the return of goods purchased online in our Soho store or the return of any items that have been monogrammed either in our Soho store or by an outside party.
WHEN WILL I RECEIVE MY REFUND?
Please allow up to 5-7 working days for your parcel to make it back to our Distribution Centre. Once your parcel arrives back with us, it can take 7 working days for your refund to be processed. If there are any issues with your return, we will be in touch. Parcels are your responsibility until they reach our distribution centre so please ensure that you have packed it securely and have the proof of posting as we will need this if there are any issues with your return.
CAN I EXCHANGE ITEMS?
Unfortunately we are unable to offer exchanges but are working hard to unlock this. If you wish to exchange an item the easiest way is to return the item for a full refund and simply reorder.
MY ITEM IS FAULTY, WHAT DO I DO?
We want to sort out any issues with faulty items straight away. As soon as you discover a fault, please contact email@example.com before attempting to return the item and we will be able to advise you further.
WHAT IS YOU RETURNS ADDRESS?
If you wish to make your return with another courier service, please sent it to:
Unit 1, Europark
A5 Watling Street
Clifton upon Dunsmore