What to send
Provide the order reference, style and size, affected quantity and a specific description. Photographs should show both the overall issue and the detail. For measurements, explain the measuring point and method.
Keep the outer packaging and shipping label if a parcel is damaged or incomplete. Retain the relevant records while the issue is being reviewed.
Stock, samples and custom orders need different checks
Compare stock items with the confirmed style, size and order terms. Review a sample against the development brief and the agreed scope of that sampling round; review custom bulk goods against the approved sample, specification and acceptance requirements.
Changes, returns and associated costs are handled under the applicable order agreement and legal requirements. This page does not set a universal refund period or exclude statutory rights.
Contact us before sending items back
Confirm the return address, which items to send, packing requirements and cost arrangements with the team first. Do not automatically use the address on the shipping label.
Changes or cancellation requests
Include your order reference and requested changes. The team will check the materials, production and dispatch stage to discuss feasibility and costs. Sending a request does not mean the change has been confirmed.
Keep the agreed outcome
Keep the review, agreed resolution and follow-up arrangements in the same correspondence. Any replacement, adjustment, return or refund depends on the findings and applicable conditions.