Returns Procedure

Returns Procedure

Need to return something? We’ll make the process as straightforward as possible. Here’s what you need to know about returns, exchanges and personalised products.

01 / Can I return my order?

Different products have different return options

Plain / non-customised goods

Plain items may be returned within 28 days of receipt, provided they are unused, unworn and in their original condition.

28-day return period

Personalised goods

Garments that have been embroidered, printed or otherwise personalised cannot normally be returned simply because they are no longer required or the wrong size was ordered.

Made specifically for you

Faulty, damaged or incorrect goods

If an item is faulty, damaged, incorrectly supplied or does not match the approved order, please contact Customer Services so we can investigate and arrange the appropriate resolution.

We’ll help put it right

02 / Returns conditions

Before returning plain goods

Goods must be suitable for return

Plain products returned because they are no longer required must be in a condition that allows us to accept them back.

  • Returned within 28 days of receipt
  • Unused and unworn
  • In original condition
  • Original tags attached where applicable
  • Original packaging retained where applicable
  • Not embroidered, printed or personalised

Return carriage

Where plain goods are being returned because they are no longer required, the customer is responsible for arranging and paying for the return carriage.

  • No restocking fee is charged
  • Return postage is paid by the customer for unwanted plain goods
  • We recommend using a tracked return service
  • Keep proof of postage until the return has been completed

03 / How to make a return

From return request to resolution

01 Contact us Tell Customer Services what you would like to return and why.
02 Return confirmed We’ll confirm the appropriate return or collection instructions.
03 Return or collection Send the goods back or, where applicable, we’ll arrange DPD collection.
04 Goods inspected We check the returned items and the reason for return.
05 Resolution We arrange the appropriate refund, replacement, exchange or other resolution.

04 / Personalised & problem orders

When the normal return rules are different

Personalised and branded garments

Products that have been embroidered, printed or otherwise personalised are produced specifically for your order and cannot normally be returned because you have changed your mind, no longer require them or ordered the wrong size.

This does not affect your rights where goods are faulty, damaged, incorrectly supplied or where the personalisation does not match the approved artwork or agreed order specification.

Faulty, damaged or incorrect goods

If there is a fault with the product, damage in transit, an incorrect item has been supplied or the branding does not match the approved order, please contact Customer Services as soon as possible.

Once we have reviewed the issue, we will arrange collection of the affected goods by DPD where appropriate, at no cost to you.

We may ask for photographs or further information to help us assess the issue before arranging collection.

05 / Specially sourced products

Products sourced specifically for your requirement

Occasionally, we may source a particular product, colour, size or quantity specifically to meet a customer requirement.

Where this means our standard returns procedure will not apply, we will make this clear before the order is confirmed.

Normal catalogue products are not automatically treated as specially sourced simply because we order them from one of our suppliers to fulfil your order.

06 / Refunds, exchanges & charges

What happens after we receive your return

Restocking fee

We do not charge a restocking fee for approved returns.

Unwanted plain goods

The customer is responsible for the cost of returning goods that are simply no longer required.

Faulty or incorrect goods

Where appropriate, we will arrange collection by DPD at no cost to you.

Refund or exchange

Once the goods have been received and inspected, we will arrange the appropriate refund, replacement, exchange or other agreed resolution.

Need to arrange a return?

Contact Customer Services with your order details and the reason for your return. Our team will confirm the next steps and, where appropriate, arrange collection.

Contact Customer Services