Customer Service

Returns & Exchanges

To us, no order is complete until you are fully satisfied. You have 14 days to return or exchange an item for a different colour or size, if it’s the same price or less. We’ll give you a full refund within 14 days from your return is registered at our warehouse (or refund the difference, if any, in the case of exchanges) by the same method you used to pay. Please note that items bought online cannot be refunded or exchanged in any of our stores.

Over the festive season we’ll be extending the amount of time you have to exchange or return your items. Items bought online from December 1 until December 24, 2016 can be returned until January 31, 2017.

Please ensure that all items are returned clean, unworn and have all of their tags and original packaging. Shoes must be returned with their original boxes. For hygiene reasons underwear briefs, swimwear briefs, pierced jewellery, make-up and skincare products cannot be returned or exchanged. Naturally any faulty items can be returned. Any non-faulty items that are not in a condition suitable for resale (i.e. used, washed, soiled or damaged), will not be refunded and will be sent back to you.


HOW TO RETURN OR EXCHANGE AN ITEM (UK, FINLAND, FRANCE, GERMANY)

1. Pack your garment in the original plastic bag and box (we try to keep waste to a minimum, so please consider the environment and re-use our packaging as much you can).

2. Fill in the returns note using the return codes, e.g. ‘1. Too small’. Put the note inside the parcel.

3. If your parcel weighs more than 2kg you need to re-pack it into two or several packages (no package can weigh more than 2 kg) and contact Customer Service who will email you the additional, pre-paid, printable postage labels that you need. Please be aware the returns label has a maximum size of 60cm, so if the box you received is bigger than this, please re-package it into a smaller box.

4. Take the parcel to your collection point or post office. Please remember that financial responsibility for the return is yours until it reaches us, so we recommend that you only use our postage labels and delivery service.


HOW TO RETURN OR EXCHANGE AN ITEM (BELGIUM, DENMARK, ITALY, NETHERLANDS, SPAIN, SWEDEN)

1. Pack your garment in the original plastic bag and box (we try to keep waste to a minimum, so please consider the environment and re-use our packaging as much you can).

2. Fill in the returns note using the return codes, e.g. ‘1. Too small’. Put the note inside the parcel.

3. Peel off the pre-paid return label and attach it to the outside of the parcel, making sure that you remove or cover the original address label. If you think your parcel might weigh more than 2kg or you’ve re-packaged it into a box that is longer than 60cm, please contact Customer Service who will email you another pre-paid postage label.

4. Take the parcel to your post office or collection point.

5. When we have received and approved your returned item, the return postage (4 €, 40 DKK or 40 SEK) will be deducted from your refund. Please remember that financial responsibility for the return is yours until it reaches us, so we recommend that you only use our postage labels and delivery service.