Returns, Exchanges and Warranty
Returns & Exchanges
Our ultimate aim is to provide you with high quality, practical and long-lasting products that you love. We hope that you are happy with your order, however we understand that sometimes sizing or styles might not be quite right and if you do need to return an item we will offer an exchange or refund.
All items in respect of which a return is requested must be returned to us with proof of purchase within 14 days of receipt in unwashed, perfect saleable condition.
If you fall outside our standard returns policy, we believe the best way to find a resolution that works for both of us is on a case by case basis. Part of our values is to treat everyone as an individual with honesty and respect, and in doing so we believe you will do the same. We may not always provide the resolution you were hoping for, but we will always take our values into consideration to make what can be difficult decisions.
We maintain high standards and strict quality control, but once in a while a faulty item may slip through the process. If you have received a damaged or faulty item we apologise for the inconvenience caused. Before you return the item, please contact us at firstname.lastname@example.org first with photographs of the fault and your order details. Please do this as soon as you notice the fault, or at the latest six months after receipt. Ultimately, we hope to find a happy resolution as quickly as possible. We handle faulty returns on an individual basis.
What is covered in our warranty:
Manufacturing defects of the following:
- Fabric and PUL
What is not covered:
The following are not manufacturing defects
- Slight relaxing of elastics
- Slight variances in snap placement
- Colour runs
Our warranty does not cover products that have been subjected to excessive or incorrect laundering or mistreatment; the definition of excessive laundering and mistreatment includes but is not limited to:
- PUL delamination due to high temperature washing, sun damage, drying on/too close to a radiator or tumble-drying
- Damage due to washing above 60 degrees, washing with open hook and loop fasteners (such as Velcro products) or soaking
- Damage as a result of contact or exposure to fabric softeners, bleach, vinegar, harsh stain removers, natural soaps or barrier creams
- Excessive wear and tear
Please note that we always try to be fair and respect our customers, but we ask that you are fair in return. Please do not return items stating they are ‘faulty’ when the concern is down to normal wear and tear, misuse or accidental damage. A refund can only be obtained by the original buyer.
This does not affect your statutory rights.