Returns & refunds.
Pre-launch preview · Ordering is not open yet. These are the planned service policies for launch. Support contact, return address, shipping charges and payment setup must be published before orders open.
30-day change-of-mind return requests
Our planned voluntary policy allows a return request within 30 calendar days of delivery for standard clothing. After notifying us, send the return within 14 calendar days using the return instructions provided. For these voluntary returns, keep garments unworn except for trying on, unwashed, unaltered and with original tags where possible.
This voluntary condition does not restrict rights for faulty goods or statutory cancellation rights. Do not send a parcel to an unconfirmed address.
How a return will work
- Contact our published support channel with your order number and the item(s). For a change-of-mind return, a reason is optional.
- We provide the correct return address and instructions. Return authorisation is for routing and does not remove your cancellation rights.
- Pack securely, use a tracked service where practical and retain proof of postage.
- We confirm receipt and the refund or remedy due.
Who pays return shipping?
For a change-of-mind or customer-selected size return, the customer pays the direct return postage where this was disclosed before purchase. If an item is faulty, damaged, incorrect or not as described, we arrange or reimburse reasonable return shipping as required. There is no restocking fee.
Damaged, wrong or faulty items
Please contact us promptly with your order number and, where possible, photos to help us investigate. There is no 24-hour or 48-hour reporting cutoff that removes your legal rights. We will provide a repair, replacement or refund as appropriate under applicable consumer law. Original packaging or an unboxing video is not mandatory evidence for a valid statutory claim.
Refund amounts & timing
Refunds go to the original payment method. Our target is to initiate eligible refunds within 5 business days of the return/refund assessment, always within any applicable legal deadline. For UK statutory distance-sale cancellations, refunds are made without undue delay and no later than 14 calendar days after receipt of returned goods or evidence of return, whichever is earlier. Bank posting time is separate and will be communicated by the payment provider.
A full UK statutory cancellation includes the original standard delivery charge; any premium over standard delivery need not be refunded. For voluntary partial returns, outbound shipping is not normally refunded unless required by law. Any lawful deduction for handling beyond what is necessary to inspect the goods will be explained and evidenced.
UK & Australian consumer rights
Eligible UK online customers can normally notify cancellation within 14 days of receiving the goods and then have a further 14 days to return them. Trying on clothing as in a shop is permitted. Australian consumer guarantees, including remedies for major failures, apply independently of our voluntary policy. Nothing here excludes rights that cannot lawfully be excluded.
Exchanges & cancellations
Size exchanges depend on availability. If the desired replacement is unavailable, an eligible return can be refunded. Request order cancellation before dispatch; if processing has advanced, we will explain the available return route. If we cancel an unfulfilled order, the amount paid for the cancelled items and relevant delivery charges will be refunded.
Exceptions
Any future genuinely personalised items or sealed hygiene-sensitive products will have product-specific change-of-mind exceptions disclosed before payment, where legally permitted. Standard catalogue garments are not automatically personalised simply because they are produced after an order. Sale pricing does not remove faulty-goods rights.
Reference guidance: GOV.UK returns guidance · ACCC consumer remedies