Return and Refund Policy

If something is not right, you may return it under the terms below. Nothing here affects your statutory rights under UK consumer law, including your right to cancel under the Consumer Contracts Regulations 2013.

How long you have

You may request a return within 30 days of your order arriving. The 30 days run from the day the parcel is delivered, not the day you ordered.

Condition of returned items

Items must be unworn and in new condition, free from marks, make-up and perfume, unwashed and undamaged, with the original tags attached and in their original packaging where possible. Items returned outside this condition may not qualify for a refund and may be sent back to you.

Items we cannot accept back

  • Gift cards and promotional vouchers
  • Pierced jewellery
  • Underwear, swimwear and other intimate items, for hygiene reasons, unless faulty
  • Anything sent back after the 30-day window has closed

How to start a return

Email us before sending anything back, with your full name, order number, the item and size, and the reason for the return. We will reply with the return address and what to include. Please do not return anything to our correspondence address — parcels sent there cannot be matched to your order.

Who pays for return postage

  • If the item is faulty, damaged, incorrect or not as described: we pay. We will send you a prepaid label or refund your postage cost, and you get a full refund including the original delivery charge.
  • If you simply changed your mind or it did not suit: the return postage is yours to pay. We recommend a tracked service — until a return reaches us it remains your responsibility, and we cannot refund a parcel that never arrives.

Faulty, damaged or incorrect items

Tell us within 7 days of delivery with your order number, a description of the problem and clear photographs. Once confirmed we will arrange a replacement or a full refund, whichever you prefer, and cover the return postage.

Refunds

Once your return arrives and has been checked we email you to confirm the outcome. Approved refunds go back to the original payment method within 5–10 working days. Your bank or card issuer may take a few days beyond that to show it.

The original delivery charge is refunded when the whole order is returned within the cancellation period, or when the items were faulty or incorrect. It is not refunded on a partial return.

Exchanges

We do not process direct exchanges. Return the original for a refund and place a new order, so the size you want is not sold in the meantime.

Questions about this policy

If anything here is unclear, contact us and we will explain it in plain terms.

Business details
RAS Commerce Group Ltd
8B Oxford Close, London, Greater London, N9 0NB, United Kingdom
Company number: 17127042

Our customer service is available from Monday to Friday between 9:00 am to 5:00 pm.