Return Refund Policy

The simple version

You have 30 days from delivery to return any item, for any reason. Faulty or not-as-described items are always our responsibility, we pay the return postage and refund or replace in full. For change-of-mind returns, you cover the return postage. Refunds go back to your original payment method within 14 days of us receiving the item (usually much faster).

Your 30-day returns window

If an item isn’t right, contact us at [email protected] within 30 days of delivery and we’ll 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

  1. Email [email protected] with your order number (or use the cancellation form).
  2. We reply with the return address and a returns reference.
  3. Send the item back, ideally in its original packaging, with your order number noted inside or on the parcel.

Please don’t return anything before contacting us, the correct return address depends on your item, 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 item in full, your rights under the Consumer Rights Act 2015 apply in all cases.
  • Change of mind: return postage is at your cost. For items worth over £75 we recommend a tracked service, as the parcel remains your responsibility until it reaches us.

Condition of returned items

You’re 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 still attached and the garment 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’s needed to try it on, we may deduct an amount reflecting its reduced value from your refund, we’ll always tell you before processing it.

Items we can’t accept back

  • Gift cards.
  • Items returned without their original tags attached, unless faulty.

Your statutory 14-day right to cancel

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 your item arrives damaged or develops a fault, contact us with your order number and, if you can, a photo of the item and packaging, it helps us resolve things in one exchange rather than three. We’ll offer a replacement or a full refund, and the return (if needed) costs you nothing. Photos help but 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 3-5 working days. Banks can take a few extra days to show it. If a refund seems missing, check with your bank or card issuer first, then email us and we’ll chase it.

Exchanges

Prefer a different size or colour? Tell us when you get in touch, we’ll arrange the exchange as soon as the return is on its way, stock and sizing permitting.

Last updated: [DATE — to confirm at launch].