Overview

We offer a ‘no quibble’ refund or exchange policy providing that the following terms are adhered to:-

Our refund and returns policy is valid for 14 days from the date of purchase. If 14 days have elapsed since your purchase, unfortunately we can’t offer you a full refund or exchange, only a credit note towards any future purchases.

To be eligible for a refund or exchange, your item must be unused and returned in the original packaging and in the same condition in which you received it.

To initiate your return, we will require the original receipt, a proof of purchase or your order number.

Please do not send your item back to us until you have requested a return via our Online Contact Form, following which, we will issue you with a returns form and authorisation number which must be included with the return package.

Refunds

Once your return is received and has been inspected, we will send you an email to confirm that we have received the item. We will also notify you of our acceptance or we will state any reason(s) why we may reject the item, for example damage, missing items or incorrect item received.

Once approved, your refund will be processed and automatically credited to your debit / credit card or original method of payment within 7 days. If you would prefer to exchange your item for an alternative item in our store, or if you would like a credit note towards any future purchases, you will have the opportunity to request either of these options during the return request application.

Delayed or missing refunds

If, for any reason, you have not received your refund within 7 days, please get in touch with us and we will follow this up with our merchant service provider.

Sale items

Only regular priced items may be refunded. Sale items will only be refunded at our discretion.

Exchanges

We would be happy to exchange any purchases as long as they are returned to us in accordance with the above conditions.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, we will provide a gift credit for the total value of your returned item. Upon receipt and inspection of the returned item, a gift certificate will be sent to you via email. This gift certificate shall be valid for 6 months from the date of issue.

Shipping Costs

We will cover return shipping costs for: damaged items, incorrect item sent, incomplete item sent and delayed deliveries.
We will not cover the return shipping costs for: incorrect size ordered, incorrect item ordered, item not as expected and ‘change of mind’ purchases.

We will provide information on how to return an item once a return request has been initiated. Any item(s) being returned to us at the customers expense must be shipped by a fully insured and tracked courier service.

Need help?

We’re here to help so please contact us at preloved@exclothing.co.uk with any queries relating to our refunds and returns policy.