Clothing Shop
RETURNS
Please note our Customer Service Office is closed between December 23rd 2024 and January 2nd 2025. All enquiries, returns and refunds during this time will be responded to after this date.
If you have returned an item to us and are awaiting confirmation of your refund, this will be confirmed to you from week commencing 2nd January 2025. We appreciate your patience over this time.
If you have purchased an item from one of our Dealerships or Heritage independent stockists, please reach out directly to them to arrange your return. You cannot return these via the online web shop.
How to Make a Return
You can return your order to us within 30 days of receipt. To start your return, simply follow the steps below:
Step 1 - Head to our Online Returns Portal
Click here to access our returns portal
You'll need your order number and email address to hand. (You can also get here by scanning the QR code on your dispatch note with your mobile phone).
Step 2 - Let us Know What You're Returning and Why
This helps us make sure we can process your return quickly and continue to improve our products in the future.
If your order was shipped in more than one parcel, you may need to generate multiple returns labels. To do this, you will need to register the return for the first parcel only selecting the items to be contained in the first parcel. Repeat this process, for a second or third parcel, each time only selecting the items to be contained in each of the parcels.
Step 3 - Choose your Return Method
If your order is above £50.00 you will not be charged for your return. You'll have a choice of:
- DPD - £7.45
- Royal Mail - £5.10
- Yodel Return - £6.50
Not all of our returns options require a printer. You'll be able to select these when picking your returns method.
If returning multiple parcels please choose the same return method for all the parcels so that they can be taken to the drop-off point (or collected) at the same time.
Step 4 - Drop off your parcel
Simply drop your return off at your chosen drop-off point. If you've printed a label, make sure to attach this to your parcel. If you've got a mobile QR code instead o a label, this will just need to be scanned at the drop-off point.
If you require further support about how to return an item to us, please email us at [email protected] for further information and guidance.
When returning your items, they must meet the following conditions:
- This purchase must have been from our online web store.
- Items must be unworn, in the condition you received them.
- Items should be returned in their original packaging, with any tags still attached.
For more details please refer to our Terms & Conditions.
We only accept customer returns via our authorised process outlined above.
To help you return your order we have listed the carton dimensions for each of our return delivery services:
- DPD: 120x60x60cm 20kg
- Royal Mail: 61x46x46cm 20kg
- Yodel Return: 60x50x50cm 10kg
You will receive tracking notifications about the status of your return. Use our Rebound Return's Portal to receive the most up-to-date information about the status of your return. Simply enter your order number and follow the onscreen instructions. Tracking your return via your chosen courier may not provide you with the most up-to-date status.
In the unlikely event that you have not received confirmation that your return (parcel) has reached us within 30 days after you have started the returns process (via our online portal); please reach out to our ecommerce customer service team for further assistance on: [email protected].
You will receive your refund once we have received and processed your return in our warehouse. The shipping time of a returned parcel is typically 10 working days (excluding weekends and bank holidays). The amount will be refunded via your original payment method. You will be notified by email once your return has been processed. Please note that refunds back to your account are typically processed by our payments provider within 5 working days.
While we try our best to ensure all items delivered to you are of the highest quality, if you believe you have received a faulty item, please reach out to us so we can arrange a free return for you. Please email us at [email protected] for further information and guidance.