Returns & Exchanges
- What is your returns policy?
We provide free returns on unworn, unwashed and undamaged products (with the exception of candles) for a full refund within 30-days of receiving the original purchase. Items must be returned in their original packaging and with all tags and labels attached. It's important to be aware that we reserve the right to refuse items that do not meet these criteria, and we will notify you via email before sending the product back.
For more information on how to start a return (UK and International), please click here.
- How do I start a return?
In your order package, you will find a returns form that features a pre-printed returns label. The form provides step-by-step instructions.
- Start by filling out the returns form included in your order. Be sure to add a reason code, as it helps us understand your needs and contributes to our continuous improvement efforts.
- Include the completed returns form in your parcel.
- Attach the pre-printed returns label that is on the returns form to the package.
- Drop off your parcel at the nearest Royal Mail Post Office or drop-off point (find the closest location here). Keep the receipt as proof of drop-off.
Our organic wool products are made to order and follow a separate returns process. If you would like to return your organic wool product please contact email@example.com and we will assist you with your return.
Once your return order has been received, please allow up to 10 business days for it to be processed. You will receive an email confirmation once your refund has been completed. Once you receive a refund notification, the refund will show on your payment card in a few days.
For more information on how to make an International return, please click here.
- I lost the returns form
Please get in touch with us at firstname.lastname@example.org, and we'll provide you with a new return label. You have the option to print the label and attach it to your parcel, or if you lack access to a printer, you can generate a QR code that can be printed at the post office.
- How long does it take for my return to process?
Once your return order has been received, please allow up to 10 business days for it to be processed. You will receive an email confirmation once your refund has been completed. Once you receive a refund notification, the refund will show on your credit card in a few days.
- Do you offer exchanges?
Regrettably, we don't facilitate direct exchanges. If you wish to exchange a product, please get in touch with us at email@example.com. Our team will generate an invoice for the item you want and assist you in coordinating a return and refund for the unwanted item. You can confidently place a new order, knowing that you will promptly receive a refund for the items you're returning, provided they remain in unused condition. For gifts, we do not currently offer gift exchanges. In this scenario, the refund for the returned item will be credited back to the original purchaser's bank account.