Returns and exchanges

Start a return or exchange

Open the returns portal with your order number and the email address, delivery postcode or phone number used at checkout. Select the item and choose from the options shown for your order: an exchange, gift card, store credit or refund to your original payment method.

Wait for the portal instructions before sending anything. Pack items unworn and unused, in their original condition, and include any customs documents the portal provides.

UK returns and exchanges are free. Eligible US exchanges and gift-card returns are also free. The portal shows any return-label fee before you confirm, including for US refunds to your original payment method. A prepaid label fee may be deducted from an eligible refund. If an item is faulty or we sent the wrong item, get in touch before paying for a label.

See our refund policy for return windows, fees and when original delivery charges may be refunded.

Christmas and Black Friday 2026 returns

For eligible orders placed from 1 November to 23 December 2026, register by 14 January 2027 or within 30 days of delivery, whichever is later. For an eligible exchange, the 30 days start when the replacement arrives. Send items back within 14 calendar days of registering.

If you’re within this window and the portal won’t let you register, contact us for help.

I’ve already started a return

• Find my label or QR code →
• I’ve sent my parcel back →
• When will I get my refund? →
• What happened to my instant exchange card hold? →

Find my label or QR code

Open the label or QR code from your return approval email, or look up your existing return in the portal. If it won’t open, download or scan, email us with your order number, return reference if you have it, and the error or a screenshot. Keep your existing return open so we can help with that request.

I’ve sent my parcel back

Use the tracking number from your return receipt to check with the courier, or check your return in the portal. If it was delivered more than five working days ago and you haven’t heard from us, contact us with your order number.

When will I get my refund?

Your return has arrived: Allow up to five working days for us to check it and process your refund. If your tracking shows it arrived more than five working days ago and you haven’t had an update, contact us with your order number.

You’ve received a refund email: Allow 1–10 working days for the refund to appear on your original payment method. If it’s still missing after that or the amount looks wrong, contact us with your order number.

See Taxes and duties for how we handle import charges and VAT on returns.

What happened to my instant exchange card hold?

An instant exchange can place a temporary hold on your card. Once we receive and check the original item, a hold that was never charged is released. It usually disappears from pending transactions without a separate refund credit.

If you see a completed charge instead, email us with your order number and a screenshot showing the charge. Hide unrelated transactions and card details so we only see what we need to check.

I received the wrong item

Email us with your order number, a photo of what arrived and a photo of the barcode on the inner bag. Keep the packaging and wait for our instructions before sending it back.

My item is faulty

Email us with your order number and clear photos of the fault. If we confirm a fault, we’ll cover the return or exchange label. For international orders, choose the fault option in the portal if it’s available, or contact us for approval before posting the item back.

The returns portal isn’t working

If the portal stalls, shows an error or won’t let you submit, email us the step you reached, your order number and your return reference if you have one. Include the error message or a screenshot so we can see where it stopped.

Still need help?

Contact us if you need our team to check your order or return.