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Returns Portal - FAQs

Where can I find my order number?

You'll find your order number on the order and shipping confirmation emails from us. For UK Royal Mail customers, do not use the 'order number' on the label of your package.

Do I need to pay for my return label?

If you received an incorrect or faulty item, you do not need to pay for returns shipping. Please follow the instructions on the portal and submit your images for our team to review as well as selecting a free shipping label. We'll be in touch to let you know if we need the items back. 

If you are returning your item for any other reason, you will need to pay for returns shipping. 

Can I put two orders in one return?

That's no problem. You'll need to process them individually within our returns portal but you can put them in one package together. If you're paying for your shipping via the portal, only do so for one and select 'mail' for the other. 

I've changed my mind after submitting my order, what should I do?

Submitting to our returns portal is final, so make sure you've made your mind up before pressing 'Submit'. If you do make a mistake, let our customer services team know and we'll do our best to find a solution. 

The returns portal says my details are wrong, what should I do?

Make sure you are using the correct email address and order number associated with your order. It's linked to our Shopify system, so provided these are correct the portal will be able to locate your order. 

I don't have a printer to print my returns label, what should I do?

If you can't access a printer, we recommend using the 'mail' option. You can opt to return the package via a courier of your choice. 

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