What to do before you return something

Short answer: Check that the tags are still attached, that the item is unworn, and that you have the order number ready before you pack the return. Report the return before the parcel is sent. That makes the whole process faster for both sides.

The tags need to stay on

An item without tags generally cannot be resold and therefore cannot be taken back. Leave the tags attached until you are completely sure you are keeping the item, and never cut them off just to try the piece on first. See return, exchange or cancel for the full terms.

The item must be unworn

You are welcome to try the item on indoors over clean clothes, but it must not have been worn during the day. Sweat, perfume and detergent settle into the fabric, and an item that smells of use cannot be resold to another customer. See terms and conditions for the details.

Report the return first

Report the return before the parcel is sent, so the system knows it is on its way back. A parcel that shows up without notice takes longer to match with the right order, because it has to be found manually before processing and the refund can begin.

Find the order number

The order number is on the invoice inside the parcel and near the top of the confirmation email you received at purchase. If you no longer have the email, search your own inbox for your email address. See frequently asked questions if you are unsure where it appears.

Pack it properly

Use the original packaging if you still have it, since it is shaped for the item and protects it best during transport. The item must arrive in the same condition it was sent in, otherwise the return can be rejected during the check at the warehouse.

Keep the deadline

There is a deadline for when a return must be sent, counted from the day you received the parcel. Do not wait too long to decide, because a parcel that arrives after the deadline can be sent back to you instead of being accepted.

Check the delivery terms

How the item should be sent back, and who covers the shipping, depends on the reason for the return. Read the terms before choosing a shipping method, so you avoid an unnecessary cost and the parcel goes to the right address from the start. See delivery for the current rules.

Keep the shipping receipt

Keep the receipt from the post office or parcel shop until the return is registered and processed on our end. It is your proof of when and where the parcel was handed in, in case doubt arises about whether it arrived on time or got lost along the way.

Wait for the confirmation

Once the return has been received and checked, you will get an email about what happens with the refund. If you have not heard anything after a reasonable time, feel free to follow up, but give the processing the time it normally takes before you worry.