Can I return my order if it is outside of the 30 day return window?
I’m afraid we are unable to accept returns outside of the 30 day return window.
If I select to return an item for an exchange, does this guarantee the new item for me?
Selecting to return for an exchange does not guarantee the item for you. When you select to return your item for an exchange in our returns portal, you will be shown which items you can request for exchange based on what is currently in stock. We’re afraid we cannot guarantee the item you select will be in stock when we receive your return back to us. In the event of the item no longer being available for exchange, we will refund you in this instance.
Where can I find my order number to return my item(s)?
You can find your order number in your order confirmation email sent to you when you placed your order. This email will have been sent from firstname.lastname@example.org. Your order number will be a 5 digit number starting with a #.
Is it possible to exchange an item for something entirely different?
You can only exchange an item for the same product in a different colour or size. If you would like to order something different (for example if you are returning a jacket but would like to instead order a fleece) simply return your original item for a refund and place a new order for your desired item.
How do I track my return?
When you create your return label you will be given a tracking link allowing you to track your return back to us. This link is also included in your return confirmation email.
Where can I find my pre-paid return label if I don’t print it straight away?
When you create your pre-paid return label, you will also be emailed your return label to the email address you used to place your order originally. This email will have your order number in the subject line (the 5 digit number starting with #) should you need to search for it!
If I request an exchange, then decide I don’t want the exchanged item, how do I return this for a refund?
If you send something back for an exchange and decide that you would like to get a refund on this exchanged item, this is not a problem. You will be able to create a second free pre-paid return label, using the new order order number from your exchange (emailed to you when your exchange order was created). Please note that you will be unable to create a second exchange order for an order already exchanged.