Refund Policy

Refund & Returns Policy

If something isn't right, tell us. We would rather fix it than have you stuck with something you don't love.

Changing your mind

You have 14 days from the day you receive your order to tell us you want to cancel, and a further 14 days to send the items back. You don't need to give a reason. This is your statutory right as a consumer in the EU and the UK.

How to return something

Email orlasnook@proton.me with your order number and what you'd like to return.
We'll reply within 24 hours with the return address and instructions.
Post the item back to us. Please pack it so it arrives in one piece.

Please don't send anything back before contacting us — unannounced returns can go astray and we may not be able to trace them.

Condition

Items should come back unworn and in their original condition, with any tags and packaging. For hygiene reasons, socks must be unworn and in their original packaging. You may handle an item as you would in a shop; if an item is returned showing use beyond that, we may reduce the refund to reflect the loss in value.

Return postage

If you're returning because you changed your mind, you pay the return postage. If the item is faulty, damaged or not what you ordered, we pay it — send us the receipt and we'll refund it.

Refunds

Once your return reaches us and has been checked, we refund within 14 days to your original payment method. We also refund the standard delivery cost you paid on the way out. If you chose an upgraded delivery service, we refund the standard rate.

Depending on your bank, the money can take a further 3–10 working days to appear.

Faulty or damaged items

Email us a photograph and your order number. We'll send a replacement or refund you in full, including postage, and we won't usually ask you to send the item back.

Wrong address

Please double-check your delivery address at checkout. If a parcel is returned to us because the address was incomplete, we'll refund the item but not the original postage, and re-delivery is charged again.