The simple version
You have 30 days from delivery to return any coat, for any reason. Faulty or not as described coats are always our responsibility: we pay the return postage and refund or replace in full. If you change your mind, the return postage is at your cost. Refunds go back to your original payment method within 14 days of the coat reaching us, usually much sooner.
Your 30 day returns window
If a coat is not right, write to [email protected] within 30 days of delivery and we send you the return address and instructions. This 30 day window is our own policy and sits on top of your statutory rights; it never reduces them.
How to return
- Email [email protected] with your order number, or use the cancellation form.
- We reply with the return address and a returns reference.
- Send the coat back, in its original packaging where possible, with your order number noted inside or on the parcel.
Please do not send anything back before contacting us. We confirm the return address by email when you write to us, and parcels sent elsewhere can be delayed or lost.
Return postage
- Faulty, damaged or not as described: we pay the return postage and refund or replace the coat in full. Your rights under the Consumer Rights Act 2015 apply in all cases.
- Change of mind: the return postage is at your cost. For coats worth over £75 we recommend a tracked service, as the parcel remains your responsibility until it reaches us.
Condition of returned coats
You are welcome to try a coat on at home, exactly as you would in a fitting room. To be accepted back it must be unworn, unwashed and undamaged, with all original tags and labels attached, folded or hung in its original packaging where possible. If a returned coat shows signs of wear, odour (perfume, smoke, deodorant) or damage beyond what is needed to try it on, we may deduct an amount reflecting its reduced value from your refund. We always tell you before processing it.
What we cannot accept back
- Coats returned without their original tags attached, unless faulty.
Your statutory 14 day right to cancel
This is a separate legal right and it runs alongside the 30 day window above. Under the Consumer Contracts Regulations 2013 you may cancel your order within 14 days of delivery without giving a reason. See our Right to Cancel page and model form. If you cancel the whole order under this right, we refund the full price including the standard delivery charge you paid. We issue the refund within 14 days of receiving the goods back, or of you providing proof of postage, whichever is earlier, to your original payment method.
Faulty or damaged on arrival
If a coat arrives damaged or develops a fault, write to us with your order number and, if you can, a photograph of the coat and the packaging. It usually settles the matter in one exchange rather than three. We offer a replacement or a full refund, and the return costs you nothing. Photographs help, but they are never a condition of your statutory rights.
Refund timing
Once your return arrives we confirm by email and issue the refund within 14 days at the latest, typically within 3 to 5 working days. Banks can take a few extra days to show it. If a refund seems to be missing, check with your bank or card issuer first, then write to us and we will chase it.
Exchanges
Want a different size or colour? Say so when you write to us and we arrange the exchange as soon as the return is on its way, stock and sizing permitting.
Contact
Email: [email protected]
Customer service: Monday to Friday, 10:00 to 18:00 (GMT). We aim to reply within 24 hours.
Last updated: September 2026.