Returns & Exchanges
Returning something that is not working for you?
We understand! Sometimes an item is not the right fit or how you like it...
Not to worry. As long as an item is in its original condition, we accept returns and exchanges, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights.
Timing... Plan ahead...
We always recommend that you order your items well in advance of important events, in order to allow time for returns and exchanges to be accomplished.
Our policy does not change if there is not enough time for returns and exchanges in advance of important events.
How it works...
- Login to your customer account.
- Locate your order in [ORDER HISTORY AND DETAILS]
- Choose the product you want to return
- Add comments on your exchange/return request. Be as detailed as possible.
- Click the [Make an RMA Slip] button to submit your request
- Our Customer Care Consultant will log your request and update your returns status. You will receive an email notification.
- Go to [MY MERCHANDISE RETURNS] to check your request status and Print Out the return slip label for use in returning the product.
Status: [Waiting for Confirmation]
- Status: [Waiting for Package]
This is the only way we can process your requests to ensure nothing is missed out.
Failure to follow the instructions mentioned above will void the return and refund request.
Returns period
If you return an item requesting an exchange or refund within 7 days of the item being delivered to you:
- For exchanges, we will get in touch with you to make arrangements.
- For refunds, we will give you a full refund by way of the original payment method.
If you return an item requesting an exchange or refund within 8 and 14 days of the item being delivered to you, we will give you a XAMAS gift voucher for the amount equivalent to the price you paid for them.
For all requests, we aim to process your exchange or refund within 14 days of receiving the returned item.
If you submit a request during the above time frames but can't return the item to us for some reason, please get in touch - but any exchange or refund will be at our discretion.
Original delivery costs are non-refundable and return delivery costs are not included.
Returns after the relevant period...
After the relevant returns period above, we do not accept returns. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Original condition
Hygiene and our customers' safety is important to us. Some items are unacceptable to be returned or exchanged, including:
- Underwear if the hygiene seal is not intact or any labels have been broken
- Face coverings if the seal has been tampered with or is broken.
- Bottles if the seal has been tampered with or is broken.
Tailor-made Costumes and Teamwear
All tailor-made costumes and teamwear items are a FINAL SALE.
If the item is returned to us with all tags attached, within 30 days from delivery, we will alter or tailor the item, in order to guarantee a good fit, if needed.
We do not offer gift voucher, exchanges or refunds - at all - on custom designs.
None of this affects your statutory rights.
You can try an item on like you would in a shop, but if an item is returned to us damaged, worn or in an unsuitable condition, we will not be able to give you an exchange or refund. We may have to send it back to you and ask you to cover the delivery costs. All items are inspected on return.
In order to receive a full exchange or refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached.
For exchanges, we will send you a request for payment via PayPal for shipping charges (if any) of the exchanged item. We will ship the exchange item after payment is received.
Responsibility
Returned items are your responsibility until they reach us. Do make sure they are packed properly and cannot get damaged on the way and ensure that you get proof of postage in case you need to contact us about your return.
We are not responsible for any items that are returned to us by mistake. If we are able to locate the items and you like these returned to you, we may ask you to cover the delivery cost.
Fair use
If we notice an unusual pattern of returns activity, e.g. we suspect someone is wearing their purchases and then returning them, or the items returned do not match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we have made a mistake, please get in touch with Customer Care and we will be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact Customer Care. They will give you a returns label although you will be responsible for the cost of returning the goods to us.
Please note, we reserve the right to take legal action against you if the items you return do not match what you ordered.