Returns & Refunds
Click here to start a return
If you are a customer in the European Economic Area (EEA), you get 14 calendar days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) at number 4.
If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.
• Items must be returned within 28 days of receipt.
• Items must be unworn, unwashed and unused with the original labels still attached.
• Pierced jewellery cannot be returned for health and hygiene reasons, unless in a sealed and unopened packet.
• Underwear and swimwear can only be returned if the hygiene seal has not been removed.
• Beauty products, accessories and fashion facemasks cannot be returned for hygiene reasons.
• Shoes must be tried on indoors.
Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.
To help us get this fixed for you ASAP, when you first contact us please include the following information;
• Your name
• Order number
• Product name and code
• Picture of the fault
• Description of the fault
(The product name and code can be found on your order confirmation email).
If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.
If you’re a customer in the EEA, you get 14 days to cancel your contract with us.
This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).
There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:
Email us: firstname.lastname@example.org
Write to us via post: Wallis, PO Box 553, Burnley, BB11 9GD
If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a full refund as per the policy above. Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.
All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
The cost of your return will be confirmed once address is entered within the portal.
Please use a trackable service and keep your proof of postage receipt until after your refund is processed.
You've got 28 days to send something back to us from the day you receive it.
If you’ve received an item that’s not in perfect condition please head over to our Contact Us section so we can get this fixed for you.
No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof. Items must be unwashed, unworn and with the original labels still attached.
Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
1 Repack your items.
2 Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.
3 Select your preferred return option (Print returns label at home or in store options).
4 Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!
5 Keep an eye on your return tracking. You'll get an email once we receive your returned item.
Good to know...
We've gone paperless! You'll no longer receive a delivery note in your parcel.
For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached.
This does not affect your statutory rights.
A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.
If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.
We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
Refunds can show in a few places depending on how you paid.
For a card or ApplePay payment, It can take up to 7 days from receiving your refund confirmation email for the refund to hit your account.
For some banks and credit cards your refund can show on the same date as the original purchase, sometimes it can also show as the same transaction.
If you paid via PayPal it can take up to 48 hours from receiving your refund confirmation email for the refund to show in your account. If your bank account is linked to your PayPal account it can take a further 14 days for this refund to hit your bank account - this is due to PayPal processing times.
Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.
Our extended returns period applies to items purchased from 4 November to the end of December which can be returned until 31 January 2022. As always, we offer a range of FREE and easy ways to return your items.