Standard Return Timeframes

Orders must be returned back to us within 14 days for a refund or exchange, from the date your order is delivered, extended to 30 days for store credit.

Please note, store credit expires after 5 years.

Return Fees

Please note, return fees are priced per return generated.

If you're a new customer, your first return will be free of charge (excluding self post).

Return costs may vary. We offer some subsidised return fees and some self-post, depending on the country you're returning from. Refund and store credit fees will be deducted from your refund at the time it's processed. Exchange fees will be charged when submitting your return. You can view all return fees here.

Rewards Points

Points earned: If you return anything from your order, the points you earned will be deducted for those item(s). This is why we have ‘Pending’ points, so that any returns made don’t affect your live (redeemable) points.

Points redeemed: Any points redeemed on that item will be reimbursed. Points will be split proportionally across all items on your order.

Original Condition

Items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to refusal.

Hygiene stickers must remain intact. Failure to return your item back to us without the hygiene sticker may also lead to refusal.

If you receive a damaged item or your item becomes damaged upon wear, please contact our Customer Care team first, so they can resolve your issue, before registering a return.

For any items that contain multiple parts such as multipacks and 2-part sets, all parts must be returned within the same return parcel to qualify for a refund pending QC inspection of the returned items. Failure to return these items together may lead to refusal.

Any embellished items must be returned in the original box they arrived in.

Non-returnable Items

Nipple Covers, Briefs and Thongs, Socks, Tights, Face Masks, Eye Masks, Headbands, Headscarves, Hair Accessories, Halloween Accessories including Angel Wings, Fitness Equipment and Water Bottles. Swimwear is returnable however we do require the hygiene stickers to remain intact and failure to do this will result in the item being non-returnable.

Processing times

We aim to process all returns within 25 days of delivery to us, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card.

Please note, If you have ordered using a gift card and an additional payment method (e.g. debit card), the funds for the returned item(s) will go back onto the gift card first. We'll email you once we've received and processed your return.

Unreasonable Claims / Fair Use Policy

Our team closely monitors return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered. 

If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are different from what you purchased or attempting to return items that do not belong to the company. 

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up securely. We'd advise retaining your proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them and you'd like these returned to you, we may ask you to cover the delivery cost.

Please return each individual order separately. We are unable to process your return if two or more orders are returned within the same parcel.