Queens Jubilee: We are closed Thursday 2nd, Friday 3rd and Saturday 4th June

To start the return process for your order, please enter your email address or phone number and the order number below.

 

How do I return items purchased online?

 

  • Enter your order number and email address in the fields above and click Start

  • Follow the instructions and select the items you want to return

  • You will get a confirmation email with the shipping guidelines once the return request is approved - Please allow up to 2 days for us to process your return request

 

Please note, you can take items directly back to the shop if you'd prefer. Also please note that if you purchased the item in store you will not be able to utilise our online returns portal and would need to return the item to shop.

 

 

Exchanging Online Purchases

 

If you wish to exchange an online purchase what you need to do is return the item for a refund and then place a new order for the size or variant that you require.

You are welcome to place a Click & Collect order and bring back your other item/s for refund at the same time. Alternatively just come into store to select your new item/s and we can exchange at counter point.

 

What items are returnable?

 

We will accept goods back into stock for refund within 28 days of purchase, but outside of the 14 day cancellation you will not be refunded your original shipping cost.

Please note original shipping charges are only refunded if an order is returned in it's entirety, within 14 days of purchase.

Outside of 28 days a credit note will be offered at our discretion providing the item returned is a current product line.

End of line Sale items will only be refunded within 28 days of purchase.

  • All items - unless faulty - must be returned in as new condition, the same state in which received.

  • They must be unworn, unwashed and unironed

  • All original packaging, tags, labels, and any free gifts or promotional extras must be included

  • They must be devoid of any iron on or sew in name tapes, and must have nothing written on the garment labels.

  • Non compliance to any of the above will invalidate your refund request.

 

If you need to return part of a bundle purchase you need to return the whole bundle. If the offer is still available you'll be able to re-purchase with any different sizes you may require.

Items not adhering to these terms are subject to a 15% handling fee at the discretion of the management. 

All garments returned are thoroughly inspected and if it appears as though they've been used for any period of time aside from trying on then we cannot issue a refund and you will be asked to collect your goods from the shop.

 

Are there any charges for returning items?

 

  • You are responsible for the cost of the return shipping unless the item is faulty.

  • If you opt to use our option of Collect Plus for your return the cost is £4.60, which will be deducted from your refund. You are of course welcome to choose your own method of return i.e. Royal Mail, Hermes etc, but you must obtain a proof of purchase as we cannot be held responsible for goods lost in transit

  • Original shipping charges are non-refundable unless an order is returned in it's entirety, within 14 days of purchase.

  • If we have wrongly sent an item then please use our Collect Plus option to return the item. You will not be charged for this.

 

How soon will I get my refund?

 

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

  • If the returned item is approved then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 working days.

 

The following items cannot be returned unless faulty

 

  • Goods made or supplied to order

  • Socks and tights

  • Mouth guards

  • Ear plugs

  • Swim hats

  • Drinks bottles

  • Hair accessories

 

Faulty goods returned for inspection must be washed and clean. We reserve the right to refuse items for fault investigation that are not returned in clean condition.

 

It is imperative that you bring our attention to an issue at the earliest instance, taking photos if possible, retaining packaging etc. 

Items returned as faulty within 6 months of purchase will be inspected and if considered to be faulty due to a manufacturer fault will be repaired. If this is not possible a refund or replacement will be given. If there is any dispute into the cause of a fault i.e. caused by a child, washed wrongly etc, we will return the item to the manufacturer for analysis and decide the appropriate outcome dependent on the results.

Items over 6 months old will be dealt with at the discretion of Brenda's.