Support Hub

WHY HAVE I NOT RECEIVED MY REFUND OR EXCHANGE?

We know waiting for a refund or exchange isn’t ideal. If you’ve already sent your return to us but haven’t received your money or replacement yet, it could be for a few different reasons.

Delivery times to our warehouse can vary depending on your country and the courier you use.

You can check your country’s estimated return timeframe below 👇

*Please wait until your country’s full return timeframe has passed before contacting us.

HOW CAN I CHECK THE STATUS OF MY RETURN?

If your courier provided a tracking number, we recommend heading to their tracking page and checking for updates such as:

• Returned

• Delivered

• Returned to warehouse

• Or something similar

This means the item(s) are back at the warehouse.

Once your return has arrived, it can take up to 7 days for our team to scan and process it. You won’t receive a confirmation email when your return arrives at the warehouse, but we’ll notify you by email as soon as your refund or exchange has been processed.

HOW LONG DOES IT TAKE TO RECEIVE MY REFUND OR EXCHANGE ONCE IT'S PROCESSED?

After your refund has been processed, it may take up to 7 working days for the funds to appear in your account. This depends on your bank or payment provider.

If your exchange is approved, you will receive an email confirming the exchange. You’ll also receive a second email with your new tracking link once it has been shipped.

They are typically sent out in 1–2 days, though dispatch can take up to 7 days.

If it’s been over 7 days since your refund or exchange was approved and you still haven’t received your refund or tracking link, check your junk or spam folder - then reach out to our Customer Support team so we can help.

MY RETURN TIMEFRAME HAS PASSED AND I HAVEN'T RECEIVED ANY UPDATES. WHAT SHOULD I DO NOW?

If your tracking hasn’t updated and it's outside of the return timeframe, feel free to contact us. Make sure to include:

• Proof of return postage (a photo of your receipt works best)

• Your order number (e.g. #UK123456)

A member of the team will get back to you as soon as possible.