We endeavour to do all that we can to make sure you love your purchase. If you’re not fully satisfied with the item(s) you have received, you may return the item(s) to us within 14-days of receipt, provided they are in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
You’ll also need the receipt or proof of purchase.
If your return is accepted, we’ll send you a free return shipping label via email, and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
- The item(s) in your order can be returned for a refund, hassle free
- Please note that your returns will require label(s) and documents to be printed so you will need access to a printer
- Visit our returns portal here to start your return
- International customers need to contact us on firstname.lastname@example.org to agree shipping
- We are not able to refund items that appear to have been used, worn, washed, are not in original condition, or have their tags removed. Every aspect of the garment must be free from signs of wear and odour.
- If your return is accepted, the price of the postage to return the item to us (£5.52) will be deducted from your refund.
How do I return my item(s) to you?
To complete your return, please visit our returns portal where you will need to enter your contact details and order number. Please use this page to tell us why you would like to return your item(s).
You will then be emailed a free returns label to print off and attach your item(s).
If you choose to return your item(s) to us using another postal service then you will be responsible for the cost. You should also ensure all returned packages are sent with a trackable, insured service that provide you with a proof of postage, as we cannot take responsibility for items damaged or lost in transit.
After you have visited our online returns portal and we have agreed to your return it’s time to make sure everything is packed properly to ensure a safe return of your goods.
Check to make sure your package is securely sealed and attach the printout of the Collect+ return label we sent to your email address to your parcel, making sure you've removed the original address label
You can return the parcel to us via your local Collect + drop off point and don’t forget to ask for a certificate of postage. Make sure you keep the certificate of postage safe until you have received your refund from us.
We’ll email you to confirm we’ve received your parcel and to notify you that your refund has been processed.
Unfortunately, at this time we are unable to offer free returns internationally. You will therefore be required to pay for postage including any duties / taxes to return items back to us.
If you are returning goods from outside the United Kingdom, need to contact us on email@example.com to agree shipping
Condition of returns
All items should be returned new and unused, with the tag intact and with the original packaging within 14 calendar days from the day after you receive your order.
Any authenticity cards, dust bags and leather tags provided as part of the original packaging should also be returned. Returns that are damaged, soiled, worn or altered may not be accepted and could be sent back to you.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Can I return a sale item or gift card?
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return has been accepted, make a separate purchase for the new item.
We aim to deliver the highest customer experience for our shoppers and we are happy to offer a refund on unsuitable items that are returned. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, we will credit the full amount (minus £5.52 postage to return the item to us) to the original purchaser's payment card, excluding any shipping costs. Please remember it can take some time for your bank or credit card company to process and post the refund too (it can take your bank up to ten working days and is out of our control).
Be aware that refunds may only be requested by the person who originally placed the order and will be processed via the original payment method.
Unfortunately, post and packaging charges cannot be refunded.
Can i cancel my order?
If you live within the EU, you have the right to cancel your order under the Consumer Contract Regulations 2013 (CCRs) act, which governs all internet and mail-order shopping.
When an order has been cancelled under CCRs, we will refund you within 14 calendar days of receiving the goods back.
If your card issuer has not sent you a refund within 30 days, please contact our Consumer Services Team.
Please be aware that it is not always possible to stop the dispatch of your order once it has been placed and we have started to process it.
We cannot always guarantee stock on Sale items in busy periods.
Very occasionally some items may be out of stock when purchased. In this event, you will be either offered a replacement or fully refunded and receive an email notification.
All our orders are quality controlled and checked before being dispatched. Items that are damaged as a result of wear and tear are not considered to be faulty.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item. This is so we can evaluate the issue and make it right for you.
Items are classified as faulty if they are received damaged or if a manufacturing fault occurs. If any item you purchase is faulty,
You have the right to reject the goods and have them replaced or refunded within 14 days or if the fault occurs within 12 months you have the right to claim a free repair or replacement. Please contact our Consumer Services Team should you wish to return a faulty item.
Returns we receive outside of our 14 days returns policy without prior notification will only be accepted at our discretion except in the case of faulty, missing, incomplete or damaged orders.