RETURNS & REFUNDS

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UK RETURNS

 

Access our UK returns portal HERE.
We offer a 28 days return policy from the date of arrival of your order. Please note that you will have 14 days from this date to register your return on-line, and a further 14 days for your parcel to arrive at our warehouse so that we can process your refund for you.

  

From 1st of March 2023, returns will cost £1.95 per order and this amount will be deducted from your refund.

 

We do not offer exchanges so if a different style or size is required, you will need to send the original item(s) back to us for a refund and place a new order as desired

 

We do monitor the number of returns made by customers and continued returns will be flagged. We may at our discretion close your account and future orders may be refused. 

 

All returned goods will be processed by us upon arrival at our warehouse, we reserve the right to refuse refunds if the guidelines mentioned below are not met.

 

Where items are returned to us outside of our 28 days returns policy, we reserve the right to issue a voucher or to return the item(s) back to you. 

 

For any item(s) received which are faulty or incorrect we will not charge for the return of your parcel.

 

We use Royal Mail for returns within the UK. The process is simple and you can access the returns portal HERE.

 

How do I return my order?

  • Enter your order number (eg 12345) & email address.
  • You do not need to have an account to process your return. 
  • Select the item(s) you are returning & why.
  • Once you have completed your on-line return you will be emailed a QR code, which you can present to the post office to scan when you drop off your return.
  • We have gone paperless so there is no need to enclose any paperwork with your return. Your shipping label will have all the details we will need to process your return and refund. 

     

Return Guidelines

  • Items must be returned in their original unworn, unwashed condition with all labels, hygiene stickers and tags attached to qualify for a full refund. 
  • Slippers & accessories should be returned in their original packaging. 
  • Where swimwear or underwear are protected with hygiene seals, we ask that you take reasonable care by not removing these. 
  • If your order contained a promotional gift, the gift must be included with the return of any related items you purchased that qualified for this gift, the only exclusion will be beauty samples. 

 

Can I return multiple orders in the same parcel?

If you wish to return items from different orders, we ask that you please send these as separate packages. This makes it easier for us to process your return and avoid any complications with your refund.

 

How will I know I have been refunded?

Once your return has been processed by our returns department, you will receive an email confirmation detailing the value of your refund which will also display the returns fee deduction.

 

Is my delivery charge refunded?

  • Your delivery charge will be refunded in some circumstances. 
  • If you have received a faulty or incorrect item(s) and you have already processed your return please make sure you contact our customer services team with images. 
  • We will require images of the faulty or incorrect items you have returned to ensure you are refunded for your shipping.

 

Can I return a gift?

  • If you wish to return an item which has been gifted to you and you don’t know the order details to process the return, you will need to request permission from the gift giver. 
  • Refunds can only be made to the original method of payment used to purchase your order.

 

INTERNATIONAL & EU RETURNS

International & EU returns are covered by the customer unless agreed otherwise with customer service.
If your order was shipped outside the UK, we are unable to refund any taxes, duties, charges or delivery costs you may have paid when placing your order. You will be refunded the tax-free price of the products returned.
 Please either enclose a note with your order, or write your order number on the outside of the box as our warehouse will need this information.  Please choose a tracked shipping method and keep your proof of delivery until you receive your refund. Our customer service team will be able to assist you with all your enquiries.
RETURN GUIDELINES
Any refunds due will be in accordance with the price the customer initially paid. Any unwanted items have 28 Days from the arrival of your order to be returned. Unwanted items must be returned in the original unworn, unwashed condition. Unwanted items must be returned with all tickets, labels, hygiene stickers and tags still attached. All returned goods will be processed by us upon arrival; we reserve the right to refuse refunds or exchanges if the guidelines are not met.

Return Address:

Chelsea Peers NYC
Crow Lane Industrial Estate
Ravens Way
Northampton
NN3 9UD