1.How do I go for Returns?
Customers have 2 working days to initiate the return process for their order from the date of receiving said order (see (2) for details on initiating returns).
After receiving confirmation to return their order, customers must send their items via post within 7 days of the date of confirmation. For international customers, this period is extended to 21 days.
Customers are to make their own postage & packaging arrangements and payments when returning items to us.
Items returned to us must strictly meet the following conditions:
- Items must be in the same condition as when we sent them. We cannot accept items that are below sales quality.
- Items must not have been altered in any way.
Failure to comply with these conditions will void your returns claim.
Note: Returns are subject to a restocking fee of 35% of the cost of the returned items. This is due to product value atrophy and the cost of labour.
To initiate a return, email our support team at firstname.lastname@example.org.
We only process returns through email. Attempts to request returns via phone, Livechat or Whatsapp will be unsuccessful.
Once you’ve emailed your return request and it has been approved, we’ll send an email over to you with the next steps. If you’re having any trouble with this process please get in touch with our customer care team through our Contact Us page.
3.Missing Items in Orders
Missing items on your order typically occur for two specific reasons:
- 1. The pack you selected was out of stock
Packs can sometimes incorrectly display as ‘in-stock’ on our website, despite that stock being depleted. In these instances, you’ll receive an email offering a refund or replacement (please check your spam folder if you can’t find it.)
If you are missing a pack and haven’t received an email, contact our customer support team.
- 2. We missed an item of clothing in a pack
Rarely, our warehouse team may have missed an article of clothing in a pack. In these instance, contact our support team and we’ll verify your claim with our remaining stock.
If you have not received expected items in your order, you must contact to notify us within 2 working days of the date of delivery.
We cannot take responsibility for orders lost in the postal service.
4.Receiving the Wrong / Damage Items
If you have received an incorrect order or Damage Items , you can contact our support team within 2 working days, and they’ll guide you through the steps of returning an item for replacement.
Note: We cannot process any replacements until we receive the returned items at our warehouse.
Customers will be eligible to pay for the postage in order to return the incorrect item received.
If your original order is still in stock, we’ll deliver it to your address. Otherwise, we’ll issue a refund for your missing items.
In the event of a refund, please allow up to 10 - 12 working days (Monday-Friday) for us to process your return and confirm the refund; we’ll send you an email as soon as this has been completed to keep you updated.
Once you receive confirmation of a refund, the payment will need to be processed by your bank or building society.
Below are the estimated times for when you’ll receive your refund from the date of refund confirmation:
- Card payments: 5 – 10 working days
- Bank Transfer: 5 – 10 working days
- PayPal Balance: 24 - 48 Hours
6.Returns for Exchange
We are happy to offer exchanges if customers are dissatisfied with their order, as long as customers comply with our return policy stipulations.
If you wish the exchange your items, our customer service team will be happy to assist in finding an alternative for you, please note Customers will be eligible to pay for the postage in order to get the replacement.
7. Return Address
Please return all items to our Warehouse in Manchester for Refunds/Replacement and Enclose your Invoice.
J5 HOLLAND LTD
23e Broughton Street