Returns and Refunds

Returns Policy & Process

Returns Policy

We hope you’re delighted with your order. If you’re not satisfied, you may return items direct to the brand within 14 days. See below for instructions on how to return your item

To be eligible for a return, the item must be unused or unworn and in the same condition that you received it, in the original packaging. All clothing and footwear must be returned with tags on.

We do not accept returns or exchanges on:

  • Earrings
  • Gift cards
  • Intimate or sanitary goods
  • Some health and personal care items
  • Lingerie and underwear
  • Socks and tights

There may be certain situations where only partial refunds are granted (if applicable). Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be eligible for a return.

How to return your item:

1. Submit your Return Request:

  • Simply log into My Account, go to My Orders and select the order you wish to return or part-return.
  • Complete the online process to submit your return request.
  • If you don't have an account with us you will need to create one using the same email address that was used to place the order.

2. Send your items back:

  • You must include your printed invoice that came in the parcel as proof of purchase.
  • Check the return address on the invoice and send it back (usually direct to the brand) with a tracking number.
  • Items must be returned within 14 days from receiving them.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.

We monitor returns to identify potential abuse or misuse of our return policies. Continued returns will be flagged and potentially refused, or lead to the closure of your customer account at our discretion.

Faulty or incorrect items

Faulty or incorrect items must be registered within 3 days of receiving an item. Once submitting the faulty request, you must send the item with tracking number within 7 days of the request.

If you have received a faulty or incorrect item please email us at info@sustainabledepartmentstore.com