Returns
To return an item please follow these steps:
- Fill out the form HERE
- You will need to select every product you wish return and give a reason before you're able to continue.
- You will then receive an email with your unique QR code.
- Package your return in the original packaging & take the parcel to your nearest Post Office. If you are returning products from multiple orders ensure you keep the orders separate in their original packaging and raise a separate return for each order. Do not bundle multiple orders together in one package.
- Show your QR code at the post office or Evri Parcelshop, they will print your returns label for you free of charge.
- Hand the package over to the assistant.
- Your refund will then be back in your account within 10-14 days.
If you have any questions regarding the process please contact us below.
Frequently Asked Questions
What's your returns policy?
- A return must be initiated for all full price purchases within 28 days of purchase. If you have missed the 28 day return cut-off period you'll only be eligible for a gift card to be redeemed online for future purchases.
- If you wish to return an item that was purchased in the sale you must initiate your return within 14 days of delivery.
- We process returns as quickly as we can, but it can sometimes take a while between posting back the returned item or items and receiving the refund. Please allow 14 days before contacting us about your return, as it may take this time for it to reach us and be processed.
How do I return my order?
Fill out the form HERE
Can I return more than one order in the same package?
No. Please ensure each returned order is raised separately via our portal as the QR code that generates the return label is only relevant to that order.
How much does it cost to return my item(s)?
We currently only offer free returns to UK customers via Royal Mail and Evri.
Can I return a sale item?
Yes, you can. Please note, sale purchases must be returned to us within 14 days of delivery.
If your return is received after the 14-day window, you will not be eligible for a refund to your original payment method. Instead, we will issue a gift card for the value of your returned item(s), which can be used on future purchases.
I haven't received my return QR code/my QR code doesn't work
Please contact customer services HERE and they will be able to issue you a new one or offer an alternate return method.
Can I exchange my order?
We will be launching exchanges via our returns portal very soon. In the meantime please contact customer services and they will be able to help you.
How long does it take to process my refund?
We process returns as quickly as we can, but it can sometimes take a while between posting back the returned item or items and receiving the refund. Please allow 14 days before contacting us about your return, as it may take this time for it to reach us and be processed.
How will I know my return has been processed?
- You can track your returned parcel to see that it has arrived safely at our warehouse using the link in your return email and you will receive an email from us as soon as the refund has been processed.
- Please note returns may take up to 7 days from dropping the parcel off at the drop off location to arrive at the warehouse and up to 10 business days for your financial institution to post the refund to your account.
- Please note we cannot accept responsibility for goods lost in transit so please obtain a proof of postage.
- Items must be unworn and unwashed and returned in the same condition as received with labels and tags intact otherwise your return will not be processed and garments returned to you.
- Please try on the clothes with caution, as we will not accept clothes that have acquired a scent of perfume and/or has signs of transfer of makeup, deodorant or other stains.
Can I return a faulty item?
We strive to ensure that garments reach you in excellent condition. However, if you do find that you have received a faulty garment, or the wrong item has been sent to you please contact customer services and include your order number, a description of the fault and images so we can can advise on what to do next.
I used a gift card on my order, how will I be refunded?
Items purchased with a Live Unlimited gift card can be exchanged for another item or for credit back to the original gift card. Gift cards may not be exchanged for cash.
I purchased my item from one of your partners (John Lewis, Marks and Spencer...), how do I return?
- Items purchased in our John Lewis concessions or on the John Lewis website can only be returned to John Lewis. The same rule applies to purchases from Marks and Spencer, JD Williams and Next.com.
- Similarly, items purchased on our website can only be returned to us via our website.
