Unfortunately, due to extremely limited space in our Flagship store, we cannot process any returns at the Holt store. Please use our returns procedure below to do so.
(If you require a return or exchange for a product purchased through one of our stockists, please contact them directly as we are unable to process ourselves – a list of all our stockists can be found here.)
Standard and Full-Retail (including Black Friday) Items over £50
For changing size, style, fit or for anything that may have gone awry, please find the details below.
You can exchange or return any of our full price standard products within 180 days of receiving the product (for Sale and Showroom items, please see below). All we ask that it isn’t worn, and is in a re-sellable condition (please see exceptions below). To exchange or return a product:
- Fill in the returns form found in the box on delivery, please include your order number (found on the confirmation email, under your orders in the My Account section here, or on the packing slip), and all the details of what you’d like us to do.
- If you’re missing a returns form, you can download a new one here, and fill in your details.
- Use the 48 Hour tracking label found inside the box, repackage the item, and pop it on the front of the box
- If you're missing this, head to our own Royal Mail portal found here
- Fill in your details, and Royal Mail will generate an online printable label, and an email with the label enclosed also.
- If you don't have a printer, a QR code will appear on the email too, that you can take to a Royal Mail drop off point for them to scan and print a label for you.
- Find your nearest Royal Mail drop off point here - https://www.royalmail.com/services-near-you#/
- Take the parcel to your Royal Mail drop off point.
- Remember, keep the receipt safe
- When the parcel has arrived back to us: We aim to process all exchanges and refunds within 3 working days of receiving the item(s) back at our HQ. (Allowing 2-3 working days for Royal Mail)
- For any items over £50 - repackage the product and make use of our free returns by sticking the Collect+ label onto the front of the box which can be found inside the box on delivery.
- If you’re missing the Collect+ label, you can get another one here by filling in your details and printing it off.
- Find your nearest Collect+ drop off point by going here.
- Take the parcel to your Collect+ drop off point
- Remember, keep the receipt safe – that way you can track the parcel back to us via the Collect+ website, or the app (which will give you updates!)
- When the parcel has arrived back to us: We aim to process all exchanges and refunds within 3 working days of receiving the item(s) back at our HQ. (Allowing 4 working days for the items to arrive to us via courier, Collect+).
Sample Sale items
You can exchange or return any of our Sale & Discounted items purchased online or at an event within 30 days of purchase. Whilst we cannot offer refunds on products purchased at any of our Sample Sales, we can exchange for a gift card or a product up to the same value. Please provide a proof of purchase when returning or exchanging.
Exceptions: We cannot accept returns or exchanges of embossed, personalised, or those that have been subject to misuse, accident, modification or unauthorised repair. We require a proof of purchase for any returns or exchanges.
For any other queries, please contact our Customer Service team by:
- Filling in your details by clicking here,
- You can email us,
- Contacting us on Facebook Messenger
- Contacting us on Livechat.
We require a proof of purchase in order to proceed with any Refund or Exchange. This is usually an order number provided in your confirmation email upon purchase or a packing note number within your received goods. We will aim to help any customer, however if the required information is not provided we have the right to refuse a refund or exchange as requested.
This does not affect your statutory rights.
No returns will be accepted after the specified returns period. Please take care to fully inspect your items to ensure you are happy with them before disposing of packaging as failure to do so may result in us being unable to refund you. We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card / bank account. If you did not receive a returns form with your order please print a new form. Any items returned without a returns form or order number may not be refunded.