Returns & Refunds

Returns FAQs

How do I return my order?

Here’s how to make a return:
1.Please visit our Returns Hub and follow the on-screen instructions to generate your returns label. Please use the email address you used when placing your order.

2.Once your return has arrived at our warehouse, our team will then check that the items are in their original condition*. This process typically takes 5-10 business days.

3.Once your return is accepted, a refund will be issued. Funds can take 5-10 business days to appear in the account of your original payment method.

4.You will be informed of your refund via email confirmation.

5.All returns are free of charge.

*Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost. Take a look at our terms of sale for more details.

Please note, all items must be returned from the original shipping country, unworn and with all original packaging and tags attached within 14 days from delivery date.

Please be advised that our business days are Monday to Friday.

What's your returns policy?

Returns are free on all orders. Please note, all items must be returned from the original shipping country, unworn and with all original packaging and tags attached within 14 days from delivery date.

Footwear should be returned unmarked and in their original and undamaged packaging as this is considered part of the product. Dust bags, where provided, should be included in your return.
Items marked as Final Sale are not eligible for a refund or return in the following locations: United States, Canada, Australia, Middle East and Asia. If you believe an item is faulty or you are based in the UK or Europe, this does not conflict with your statutory right to return. Please reach out to Customer Care to return your Final Sale items.

*Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost. Take a look at our terms of sale here for more details.

Can I return my order from a different country?


At this time, we can only issue a free returns label for the orders that are returned from the same country as the order has been shipped to.

Have you received my returned items?

You can track your return on it's journey back to us by using the tracking link provided in the email we sent you with your returns label.

Once your return has arrived at our warehouse, our team will then check that the items are in their original condition*. This process typically takes 5-10 business days.

Once your return is accepted, a refund will be issued. Funds can take 5-10 business days to appear in the account of your original payment method.

You will be informed of your refund via email confirmation.

*Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost. Take a look at our terms of sale here for more details.

Our business days are Monday to Friday.

Will I have to pay for my return?

All returns and exchanges are FREE of charge.

Please note there is no cost to exchange your purchase, although if you’re based outside the UK or EU, taxes and duties are applicable.

Please visit our Returns Hub to organize your return or exchange.

Can I exchange my order?

We offer free exchanges within 14 days from the delivery date, as long as your item is in its original condition with all packaging and tags. Please note we can only exchange for a different size, and not a different style.

There’s no cost to exchange your purchase, although if you’re based outside the UK or EU, taxes and duties are applicable.
If you wish to try another style, simply return it for a refund and purchase the new item separately.

Please visit our Returns Hub to organize your exchange*.

We recommend that you drop off your return within 7 days to ensure that the item you exchanged for is still available. We will ship your exchanged item once your order has been received and checked in our warehouse.

If you wish to exchange more than one item, please ensure they are exchanged at the same time, exchanges that are created separately may not be processed.

*Exchanges are subject to availability of stock and are not guaranteed.

The size I need to exchange for is not available

Unfortunately, if the size is currently out of stock, we are unable to exchange for this size. We recommend signing up for restock notifications on this item and returning it as normal.

You can subscribe to out-of stock notifications from our website. This tool sends you an email once your favorites are available again. To set this up please visit our online shop, select the size and color you prefer and click the "notify me" button.

I tried to make a return, but the returns hub is displaying an error message, how can I get a returns label?

If the Returns Hub is displaying “You cannot return items that have not shipped”, please ensure your parcel has been delivered and signed for before you attempt a return.

If the Returns Hub is displaying “None of these items is eligible for return”, please ensure you are returning within the 14 day returns window.

If you are still unable to make a return please reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

How can I track my return?

You can track your return by using the tracking link provided in the email we sent you with your returns label.

Once the refund is processed you will receive an email to update you. The process typically takes 5-10 business days from the day we receive your return at the warehouse.

For more information on our returns process please click here.

Can I combine items from several orders into one return parcel?

Unfortunately, items from separate orders will need to be returned in separate parcels and you'll need to create a returns label for each order.

Please note, all items must be returned from the original shipping country, new, unused and with all original packaging and tags attached within 14 days of order receipt.

We are working to improve this in the future to further reduce our carbon footprint.

Can I claim my taxes and duties back if I return my order

As taxes and duties are payable to DHL unfortunately, we cannot refund these and we apologize for any inconvenience.

We recommend that you contact DHL directly to make a claim.

  Refunds FAQs

Will you refund my shipping fees if I make a return?

Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect, or if your order was canceled.

Take a look at our terms of sale here for more details.

I returned my order, why haven't I been refunded yet?

Our teams are working as fast as possible to process returns quickly. Once the refund is processed you will receive an email to update you. The process typically takes 5-10 business days from the day we receive your return at the warehouse.

Please be advised that our business days are Monday to Friday.

If you are still experiencing issues with your refund please reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

I accidentally refunded to gift card instead of original payment method, can I change this?

If you have not yet dropped off your return parcel, you are able to cancel your return request by entering your order number and email into the Returns Hub and selecting “Cancel this return”. You will then be able to process a new return, and select your preferred refund method.

If this option is not available to you and you have not yet dropped off your return parcel, please reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

My refund is incorrect, what should I do?

We are so sorry if we made a mistake when processing your return!

Please reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button. Please provide your order number and the issue, so we can look into this for you. 

Can I receive my refund into a different bank account?

We can only process refunds into the bank account of the original payment method.

If you have closed this account, please contact your bank directly to organize a transfer of the refund, as we are unable to do this for you.

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