What Are My Resolution or Compensation Options?

Quick Answer

If an item doesn't meet your expectations, we'll always try to find the solution that works best for you. Depending on your order, options may include exchanging the item, keeping it with a partial refund, or returning it for a full refund to your original payment method. Because the right options depend on your specific situation, please contact our Customer Care team before sending anything back, and we'll talk you through what's available.

What options might be available to me?

After you contact us, we'll review your order and let you know which options apply. Common resolutions include:

• Exchange - swap the item for a different size, color, or another product on our website
• Keep the item with a partial refund - keep what you received and receive a partial refund, where this is offered for your order
• Return for a full refund - send the item back for a full refund after we provide the return address and instructions

The exact options depend on the item and the situation, so the best place to start is a quick message to our team.

How do I choose the right option?

If you've been offered more than one option and aren't sure which to pick, just ask us. We're happy to explain what each option involves so you can decide with confidence. When you've made your choice, reply to your support conversation with the option you'd like, exactly as we described it, and we'll take it from there.

What if I'd rather keep the item?

If you'd prefer to keep the item rather than return it, let us know. Where it's available for your order, we may be able to offer a keep-the-item solution such as a partial refund, so you don't have to ship anything back. We'll confirm what we can offer for your specific situation.

What if I want to exchange instead of refund?

If the item you'd like is in stock, an exchange is often the quickest way to get something you'll love. Tell us which size, color, or product you'd prefer, and we'll confirm availability and the next steps. If you'd still rather have a refund, that's no problem either.

How do refunds work if I return for a full refund?

If you choose to return the item, we'll send you the return address and instructions for your order. Please wait for these before shipping anything back. Once we receive and inspect your return, we'll process your refund to the original payment method. Keep in mind that return shipping for non-faulty items is currently the customer's responsibility, and we don't provide free return labels. If your item is faulty, damaged, or incorrect, contact us first so we can advise on the best way forward.

Are some items not eligible for these options?

Some items can't be returned or exchanged, including those marked as non-returnable on the product page. If you're unsure whether your item qualifies, ask us when you get in touch and we'll confirm before you do anything.

In what situations should I contact Customer Care?

Please reach out if:

• An item didn't meet your expectations and you'd like to discuss your options
• You'd like to exchange an item or ask whether a replacement is available
• You'd prefer to keep the item and want to know whether compensation is offered
• You'd like to return the item for a full refund and need the return instructions
• You've been offered several options and aren't sure which to choose
• You're not sure whether your item is eligible for return or exchange