Exchanges
How do I exchange an item?
Within 14 days of receiving your order, visit the returns portal, select the item you'd like to exchange, and choose your new item or size. We'll provide a prepaid shipping label to send the original item back — you then have 14 days to get it...
How long does an exchange take?
Once your returned item reaches our warehouse, we aim to process and ship the new item within 4 working days. You'll get an email confirming it's shipped, along with a new order number and tracking — which you can also use to return that item, if...
Can I exchange my item for something different, not just a different size?
Yes — you're no longer limited to swapping for the same style in a different size. You can now exchange for any in-stock item on the site: a different size, colour, style, or even a completely different item altogether. Simply log your exchange on th
Is the exchange service available internationally?
Right now, our exchange portal is only available for domestic UK orders.
What if the item I want costs more or less than the one I'm returning?
Either way, you're covered:Costs more? Pay the difference on the portal, where a payment window will open for you to enter your card details. This amount is charged at the time you place your exchange, not held as an authorisation. From there, choose
Is return shipping free for exchanges?
Yes. For instant exchanges, you'll need to use the prepaid label we provide; for standard exchanges, you're welcome to use your own postage instead.
What are my refund options on an exchange?
When you exchange, you can choose how any difference comes back to you: a refund to your original payment method, store credit, or put it towards a different item and pay any remaining balance on the portal.
How many times can I exchange an item?
Exchanges are limited to once per order — once you've exchanged an item, it can't be exchanged again.
What if the item I want to exchange for is out of stock?
Out-of-stock items shouldn't show as available on the portal, but if you ever run into this, our team will reach out directly to arrange a full refund to your original payment method (or pre-authorisation).
What if something goes wrong with my exchange?
Get in touch with Customer Care and we'll get it sorted for you.
What is Instant Exchange?
Instant Exchange lets you get your new item on its way to you straight away, rather than waiting for us to receive and process your original item first. When you log your exchange on the returns portal, you'll have the option to select Instant Exchan
What if my card authorisation is declined when I select Instant Exchange?
If the authorisation doesn't go through, you're welcome to try again with the same card or a different one. If it still doesn't go through, no problem — you can simply proceed with a standard return and refund instead.
What happens if I don't return my item in time for an Instant Exchange?
If your original item hasn't reached us within the 28-day window, the authorisation hold on your card will be converted into a charge for the value of that item. If something's gone wrong on your end — your parcel's delayed, lost, or you just need a