Returns

How do I return my order?

Please select the country you would like to return from:

Royal Mail

  • Return through any Royal Mail post office
  • Use our prepaid label on the returns slip
  • Complete returns slip indicating refund or replacement
  • Obtain proof of postage from the returning post office
  • Your return will be processed in approximately 7 working days
  • Once returns arrive back in the UK warehouse you’ll get a returns confirmation email

Collect+

  • Return through your local CollectPlus store in over 6,500 locations
  • Open 7 days a week, early until late
  • Complete returns slip indicating refund or replacement
  • Obtain proof of postage
  • Your return will be processed in approximately 7 working days
  • Once returns arrives in the UK warehouse you’ll get a returns confirmation email

Yodel returns are not currently available. Please use Royal Mail or CollectPlus to retun your item(s)

 

Returns faq's

What is your returns policy?

We hope you'll be satisfied with all our products but in the event you're not, you can return it to us in the same condition you received it for an exchange or refund.

Please note there are some exceptions please see What items cannot be returned?.

Can I return my items?

You can return items back to us for a refund or replacement as long as:

  • The items have not been worn or washed
  • Labels still remain attached
  • Items are returned inside the returns period

Please note there are some exceptions please see What items cannot be returned?.

What items cannot be returned?

Most items you buy can be returned for a refund or exchange if you change your mind, with the following refund exceptions:

  • Gift cards are non-returnable & cannot be refunded.
  • Hygiene reasons - if this applies it will be clearly stated on the product page, before you purchase, that the item is non-returnable.
  • Gift boxes won't be refunded if the items are returned. If you chose a gift box with your original order you may want to keep this.
  • Delivery charges won't be refunded unless the goods are faulty.
  • Hosiery, body care / beauty products & candles cannot be returned once opened

We may not be able to give you a full refund if the value of an item is diminished by something you've done for example:

  • Worn
  • Marks/make up/fake tan
  • Glitter
  • Lotions
  • Items not tried on over own underwear

Do I have to pay return postage?

  • Orders shipped within the UK include a prepaid Royal Mail returns label
  • When returning from other countries you will need to pay return postage

Please keep your proof of postage until you've received your refund or replacement items.

What is the returns period?

  • UK Returns need to reach us within 28 days of receipt unless you have told us you wish to cancel your order
  • If your item was shipped outside of the UK, your return needs to reach us within 38 days of receipt

We may accept a returned item received outside the 28 days return period but late returns will be credited via an e-gift card to the value of the return, which will be valid for 12 months.

Christmas Gifts

Our extended returns policy for Christmas gifts is valid from 17th October 2017. Purchases can be returned up until 20th January 2018. Normal exclusions apply.

I’ve lost my returns slip/address label

Not a problem. If you are missing this form simply enclose a note with the return with the following information:

  • Order/shipment number (if known)
  • Your name and address (or the person that ordered the goods, if not you)
  • Contact phone or email
  • Return reason for each item
  • Details of refund or replacement required for each item

UK Returns Address
Figleaves
Customer Operations (Returns)
FREEPOST NAT20396
HAVERHILL
CB9 7BR

US Returns Address
Figleaves
c/o MIQ Logistics
44600 Guilford Drive, Suite 170
Ashburn
VA 20147
USA

International Returns Address
Figleaves
Customer Operations (Returns)
Unit B, Homefield Road
Haverhill
CB9 8QP
UK

BFPO Return Address
figleaves
Contract Number: ARMY 14d/02/1401
c/o Commercial Receipt Office
BFPO London

I no longer have the original packaging?

If you no longer have the original packaging then please use any suitable packaging that will sufficiently protect the items in transit.

I forgot to include my returns slip – what should I do?

If no return instructions are enclosed, we'll refund you for the returned items. However if you let us know ahead of time what replacement items you require we can add a note to your account for you. Please Contact Us

Can I cancel my order?

If you are a customer of the European Union then you can cancel an order up to and including the 14th day after its delivery, with some exceptions. Please see What items cannot be returned?.

If you wish to cancel your order you’ll need to:

  • Contact Customer Services
  • Ensure we receive the items no later than 14 days after telling us you wish to cancel your order
  • You must return the items in the same condition as they were received

Have you received my returns package?

We'll send you an email to let you know once your return has arrived back safely, and it will then be processed following your instructions on your returns paperwork.

How long does it take for a return to be processed?

Once we receive your return we’ll process it as quickly as possible for you, but do ask that you allow up to seven days from when we received it.

When will I receive my refund?

  • Refunds will be credited back to your original payment method used to place the order
  • The length of time it takes to refund back to your account will depend on your payment provider
  • As soon as your refund has been submitted we’ll send you an email to let you know
  • Please note delivery charges are non-refundable unless the goods are faulty

When will I receive my replacement?

  • Allow 7 days after we confirm receipt of your returns for it to be processed
  • Replacements are shipped to you free by standard delivery. If you’d like them to be sent express (for countries where this option is available) please request this with your return. The difference between standard and express delivery costs will be charged to your card.
  • You will receive an email once your replacements have been despatched

I've received a refund but requested a replacement?

  • We can’t guarantee that the replacement items you requested on your returns form will still be available by the time the return is processed
  • If a replacement item is not available then a refund will be processed instead
  • If a replacement is in the Sale or low in stock, you might want to place a new order and return the unwanted item for a refund

Why have I been charged more for my replacement?

All replacement items are exchanged at the live price on the date the exchange is processed, You would only be charged more if:

  • The item you are returning is lower in value
  • The item you are returning is a different colour/item
  • The item you requested is no longer on sale/promotion.

Can I request a replacement item which is higher in value?

If you’ve asked for replacements of a higher value than what you’ve returned it will depend on the payment method you used on the original order:

  • If you paid using a card, then any difference will be charged to the card used to pay for the original order unless you request otherwise
  • If you paid using PayPal then unfortunately we cannot take additional funds and you’ll be refunded for your returned items instead. You will need to place a new order.
  • If you paid using only a gift card, we can process replacements of a higher value as long as there is enough balance left on the gift card. If there are insufficient funds then a refund will be processed back to your gift card and you can then place a new order.

Do I have to pay shipping again for my replacement item?

  • If you’ve asked for replacements, you won’t be charged again for shipping
  • Replacements are shipped to you free by standard delivery
  • If you’d like them to be sent express (for countries where this option is available) please request this with your return. The difference between standard and express delivery costs will be charged to your card.

How do I return a faulty item?

If anything you order from us fails prematurely due to defective workmanship or materials, we would be happy to offer the following as appropriate in the circumstances.

  • A full or partial refund
  • Repair
  • Replacement

Please contact us to arrange return of a faulty item.

Please refer to our product care guides to maximise the life of your purchase.

How do I return items received as a gift?

  • Items received as a gift can be returned. However, refunds can only be sent to the original payment card
  • Please be aware that the person who bought the items will automatically receive an email about returns, refunds or replacements
  • If you’d like replacement items costing more than the returned items, please make sure you have the cardholder’s permission before requesting these from us
  • Alternatively, you can pay any difference with your own card – just add a note on the returns form that you’d like to do this. Do not write these details on the returns paperwork as this is not secure
  • Once we’ve confirmed receipt of your return, please contact us with your card details for the extra payment.