Can I exchange/return my order?
You can return or exchange your order within 15 days of receiving your order. After this time we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please contact us at firstname.lastname@example.org as soon as possible if you’d like to exchange or return your order. Please use the email used for your order to contact us with the order number.
All items are applicable for return and exchange, with the exception on earrings, gift cards and discounted items.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Will my shipping fee be refunded if I return the items?
Customers are responsible for all return, shipping, and customs charges. You will be refunded in full for the returned item(s) minus the shipping fee. If you received a faulty/defective product), we will refund the shipping costs for customers within the UK. For International Orders, the shipping cost is non-refundable.
What happens to returned items? Are any sent to landfill?
Any products returned are inspected for faults/wear and then put back into stock if re-sellable. If an item is returned that is faulty /cannot be re-sold, one of our team members will wear/own it, we will regift it for free to people taking part in our festivals or use it for the WOW archive.
Can you return two separate orders together?
Yes, however, please include both order references for the relevant items.
How long does it take to process a return?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at firstname.lastname@example.org.
What address do I return my order to?
You can return or send your order for an exchange to -
The HKX Building, 3 Pancras Square, London N1C 4AG
I need to return my order, but my card details have changed. What should I do?
We are only able to refund on to the original payment method, but most banks have a forwarding system in place for refunds if cards have expired or been canceled. You can contact your bank to confirm.
European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.