Returns & refunds

You have 30 days from the day a parcel arrives, not from the day you ordered. Unused, with the tags on, and in something it will survive the journey back in.

Starting one

Open the order and choose the items — in your account, or on Track an order with the order number and the phone number you gave us. You pick a reason from a short list, and you can send back part of an order — three of five socks is a normal thing to want.

• Too small
• Too big
• Not as described
• Arrived damaged
• Arrived late
• Changed my mind
• Wrong item sent

The reason is a list rather than a box to type in because we count them. "Too small" happening forty times on one product is a sizing problem we can fix; forty sentences saying it in forty ways is not.

Getting your money back

• We refund when the parcel is back with us, not when it is posted.
• It goes back the way it came, or as cash for a cash-on-delivery order.
• Delivery is refunded when the return is our fault — damaged, wrong item, or not as described.
• You will get an email at each step, and the order in your account shows where it is.

We do not restock everything that comes back. Something that arrived damaged is taken out of circulation rather than sent to the next person, which is why a damaged return and a changed mind are handled differently even though you get the same refund.

One return at a time per order. If you need to send back more after the first is settled, open another.