UK Online Returns
All returned items must be unworn, unwashed and still have their original tags. Usual terms apply. Read further below for how to return your item(s). Store returns may vary, please contact your nearest store for full terms and conditions.
We appreciate that buying useful and beautiful gifts of clothing for somebody else’s children can be tricky if you haven’t seen them for a while. We encourage you to find out the child’s height or length in cm and you should be on target with our size guides. If it’s still not right then the recipient can return gifts bought online in exchange for an online voucher for the current selling price unless accompanied by a order number or receipt.. All returned items must be unworn, unwashed and still have their original tags.
Royal Mail free tracked returns
Included on every delivery note for our UK orders is a Tracked Royal Mail returns label. All you need to do is package up the items, fill in the returns information on the delivery note and add the label on the front of the parcel.
We always ask for you to obtain a proof of posting, just in case.
No longer have the delivery note?
If you don’t have the delivery note any longer, simply write a note with your name, order number, item code(s) being returned and reason for return and add it to your return parcel. Now click this link to generate a label for our free tracked returns on the Royal Mail website and follow the easy steps to email your label to yourself (or a friend) to print. We would always ask for you to obtain a proof of posting, just in case.
Currently we are unable to offer an exchange. If this size isn’t quite right and to avoid the disappointment of stock selling out, we would suggest that you purchase the correct size and we’ll simply process the refund once the item(s) are received.
Any more questions? Check out the FAQ's below or Contact us here
Frequently Asked Returns Questions
1. How long does it take to process my return?
We try to process returns as quickly as possible; we will notify you by email once your return has been processed. During busy periods this could take up to 14 days from when we receive the goods.
If you want an update on a return you've sent back, then contact us with your order number and Royal Mail returns tracking number. If you need any help, get in touch with Customer Service be sure to include your order number in any correspondence.
2. Which items can I return?
All items returned must be unworn and unwashed and still have their original tags. You can return any full priced items purchased within 30 days of receipt for a full refund, and you have up to 90 days to return the items for an online credit. This applies to online orders returned to our online team via the Freepost address.
You can return any sale items purchased within 14 days of receipt for a full refund, and you have up to 30 days to return the items for an online voucher or an exchange (subject to stock). This applies to online orders returned to our online team via the Freepost address.
3. I have received a faulty/incorrect item
To help you, we will need the following information:
Product/item number (found on swing ticket or washing label)
Photo(s) of the fault.
Please email this info to our Customer Service team via [email protected] We'll be happy to help!
4. How much will I be refunded?
You will be refunded the full price that you paid for the goods if the items are returned within 30 days with the tags as new. When returning goods that you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold.
5. Can I return an online order to one of your stores?
For an exchange only you can return items to one of our solus stores in Tunbridge Wells, Stratford, White City or Cambridge. You must take your delivery note with the item(s). All items returned must be unworn and unwashed and still have their original tags. You cannot return any items bought online to a House of Fraser, Fenwick or John Lewis concession.
Our store teams cannot process a refund against any online orders. If you would like a refund, please return using the free tracked returns steps at the top of this page.
6. I have been given a gift I wish to return, how can I do this?
If you have an unwanted gift please get in touch with Customer Services via our contact us page and we’ll send instructions on how to return it. If you don’t have the delivery invoice we’ll offer you an online voucher for the value of the last known selling price of the returned items, provided that they are returned unworn, unwashed and in re-saleable condition.