Returns

Perfect fit is at the heart of what we do, and we’ve designed a returns policy which allows you to try a selection of styles at home and only keep what you love most.  We will issue a refund, using your original payment method, for returned items.
We have extended our Returns Policy for Christmas 2018. Any orders placed from 12 November 2018 to 24 December 2018 can be returned up until 15 January 2019.
  
We simply ask that you adhere to the following policies:
  • Please return unwanted items within 21 days of receipt
  • Items should be unworn, unwashed and have original tags and any hygiene seals still attached
  • Footwear and accessories should be returned with the original branded boxes and dust bags, and placed inside a protective outer box for shipping 
Please additionally note:
  • Shipping costs are non-refundable.
  • Any taxes or duties associated with your return will be at your cost
  • If a new size or colour is required, please go ahead and place a new order whilst we process the refund for your original order
  • Refunds can take up to 7 days from receipt to process
  • This does not affect your statutory right
Returns should be sent to:
C/O Xcalibre Fulfilment Solutions
Riverside
85-87 Holtspur Lane
Wooburn Green
HP10 0AU
United Kingdom
Please scroll down for returns instructions from your location:

Making a return from the UK:

  • Returns are free, using our prepaid Royal Mail returns label (included in your order with the returns form).
  • If you require a pre-paid returns label, please contact us at [email protected].
  • Please obtain proof of postage with a reference/tracking number from the Post Office.  Apologies, we cannot issue a refund on goods that don’t arrive.
  • Please enclose a copy of your despatch note with your return. Be sure to keep the original for your records, and include your email address or daytime telephone number.
  • London-based customers also have the option of dropping off their returns at either of our stores who will then send it back to our warehouse.  Please, note this option will add a few days to the refund processing time.

Making a return from the US:

  • We can arrange for DHL to collect unwanted items, and will deduct a returns fee of USD$15 from your refund.  Alternatively, you can choose to use your own courier.
  • Please request an RMA number by emailing [email protected] and let us know:
    • Which items you want to return
    • Collection address (if using our DHL service)
    • Most suitable date and approximate time slot for collection (please give at least 24 hours notice)
  • If using your own courier, please choose a tracked and insured service. Apologies, we cannot issue a refund on goods that don’t arrive.
  • Please enclose a copy of your despatch note with your return. Be sure to keep the original for your records, and include your email address or daytime telephone number.

Making a return from Australia:

  • We have partnered with ReBound to offer a seamless self-service returns in just a few simple steps.
  • Please click here and follow the instructions. This will cost AUD21.24 and is fully insured.
  • At peak times returns via ReBound can take up to 3 weeks to be processed.

Making a return from Russia:

  • We have partnered with ReBound to offer a seamless self-service returns in just a few simple steps.
  • Please click here and follow the instructions. This will cost £16 and is fully insured.
  • At peak times returns via ReBound can take up to 3 weeks to be processed.

Making a return from another country:

  • Please request an RMA number by emailing [email protected] and let us know which items you want to return.
  • Please use a carrier which offers a tracked and insured service. Apologies, we cannot issue a refund on goods that don’t arrive.
  • Please enclose a copy of your despatch note with your return. Be sure to keep the original for your records, and include your email address or daytime telephone number.