Refund policy

Refund Policy

We are committed to providing a seamless and hassle-free refund process for all our customers. Please review the details below to understand how refunds and exchanges are managed.

Christmas & Black Friday 2026 returns

Eligible orders placed from 1 November to 23 December 2026 inclusive, including Black Friday purchases, can be registered for a refund or exchange until 14 January 2027, or within 30 days of delivery, whichever is later.

Please post your return within 14 calendar days of registering it. For example, a return registered on 14 January can be posted by 28 January; it does not need to reach our warehouse by 14 January.

Late deliveries and preorders retain the longer 30-day period after delivery where this ends after 14 January. This extension changes the return window only. The applicable item-condition requirements, return-label charges and refund calculations below still apply. Free UK returns, confirmed faulty-item or our-error return labels worldwide, and your statutory rights are unchanged.

If the returns portal does not offer a return within this window, contact customerservice@dsrcv.com for help registering it.

Eligibility for Refunds

  • Items must be returned in their original condition: unworn, unwashed, and with all tags attached.
  • Items must be returned in the original packaging to ensure safe transit.
  • Returns must be initiated within 30 days of delivery, or by the later Christmas & Black Friday deadline above for eligible purchases.

Important Notes:

  • Items showing signs of wear, damage, or missing parts (not caused by us) will not qualify for a refund or exchange and will be returned to the customer.
  • Requests made after the applicable return-registration deadline may be accepted at our discretion—please contact customer service for approval. This does not affect your statutory rights.

Processing Refunds

  1. Inspection: Once your return is received, our team will inspect it to confirm eligibility.
  2. Approval Notification: You will receive an email confirming whether your refund has been approved.
  3. Refund Issuance: Approved refunds will be credited to your original payment method.

Timeframe: Refunds typically take 1–10 working days to reflect, depending on your payment provider. During peak periods, processing times may be slightly longer.

Sale Items

Sale items are eligible for refunds if they meet the same return criteria as full-priced items: unworn, with tags attached, and in a condition suitable for resale.

Instant Exchange Policy

Our Instant Exchange Policy offers a fast and convenient way to swap items without delay.

How It Works:

  • Immediate Shipping: Replacement items are shipped as soon as the exchange is initiated.
  • Card Authorisation: A temporary hold is placed on your credit card for the value of the new items. This is not an actual charge and will be released once we receive the original items.

Guidelines:

  • For eligible Christmas & Black Friday purchases, post the original item(s) within 14 calendar days of registering the return. For other instant exchanges, post the original item(s) within 7 days of initiating the exchange.
  • If your return shipment is not recorded as in transit within the timeframe applicable to your instant exchange, your card may be charged for the replacement items. If a charge is taken, we will refund this amount once we receive your original items. Keep your proof of posting and contact Customer Support if you have posted on time but tracking has not updated.

Delayed or Missing Refunds

If your refund hasn’t appeared within the expected timeframe:

  • Check your bank account to ensure the refund hasn’t been processed.
  • Contact your card provider, as refunds may take additional time to post.
  • Speak with your bank, as some providers may experience delays in processing refunds.

If you’ve completed these steps and still haven’t received your refund, please contact us at customerservice@dsrcv.com.

Black Friday 2026 return-label costs

For items bought at a Black Friday 2026 sale price from the sale launch on 1 November 2026, the following return-label terms apply:

  • United Kingdom: Returns and exchanges remain free.
  • United States and European Union: For non-faulty items, the prepaid return-label cost plus a £5 fee per return request, with applicable tax, applies whether you choose a refund, exchange or gift card. The £5 fee is charged once per return request, not per item. The total fee is shown in the returns portal before you confirm.
  • Canada, Australia and other international destinations: Your existing destination-specific return-label charges continue to apply to Black Friday refunds, exchanges and gift-card returns. The portal shows the total fee before you confirm.
  • Faulty items or our errors: If our team confirms a fault or our error, we cover the return label worldwide. Contact us before buying a label if your return also includes non-faulty items.

The existing 10% gift-card bonus remains available where shown in the portal. The bonus is calculated on the amount actually paid for eligible returned items after any discounts, not the original full price.

These Black Friday label terms apply only to items purchased in the 2026 sale. Earlier purchases retain the return terms offered when you bought them, including any applicable free-return promise. Subsequent exchanges do not change the terms of the original purchase. Your statutory rights and our separate withdrawal process are unchanged.

Return-label costs for other purchases

  • UK: Free returns for all refunds and exchanges.
  • USA: Eligible exchanges and returns for a gift card are free. For standard returns requesting a refund to your original payment method, the return-label cost plus a £5 per-shipment fee is deducted from your refund, with applicable tax. The total fee is shown in our returns portal before you submit. Return labels for faulty items or items sent in error are free. Any applicable free-return promotion is shown in the portal.
  • EU: Free exchanges and gift card refunds. A subsidised return cost is deducted for refunds to the original payment method.
  • Rest of the World: Subsidised return costs are deducted from refunds.

Original shipping costs are non-refundable, except in cases where the return is due to our error.

Processing Time for Returns

Returns are typically processed within 2 working days of receiving the item. During peak periods (e.g., Black Friday), processing may take up to 4 working days.

How to Start a Return

All returns and exchanges must be initiated via our Returns Portal:

  1. Log in with your order number and email address.
  2. Select the items to return or exchange and provide a reason for the return.
  3. Print your provided label (Royal Mail or UPS, depending on your region).
  4. Package the items securely and include all original tags.
  5. Drop off your parcel at the designated location or schedule a collection.

Contact Us

If you have any questions or concerns, please reach out to us at customerservice@dsrcv.com. Our team is here to help ensure a smooth return and refund process.