Returns & Exchange Process

We want you to be delighted every time you shop with us. Occasionally though, we know you may want to return or exchange an item for which we offer a straight forward efficient email based returns procedure, so there is no need to call us or leave a voicemail to arrange a refund or exchange as this may cause further delay as you would be asked to email us at [email protected] with information regarding your return.

We use a simple email system for return/exchange/repair requests, sent to [email protected], or you can get in touch with us using the 'contact us' form and mention your original order number and state a reason for your return.

For faulty/damaged goods, please advise within 7 days of receipt. Please contact our customer service team via email at [email protected] to discuss the best solution for your situation. Please note that for all returns we do not cover any associated returns costs incurred by you. All items are returned are at your own risk. Please follow the 'Next Steps' below or to request a returns label if you wish us to arrange a collection instead. Please note that if the first collection fails, you will be liable for costs in re-arranging the collection without exception.

If you believe that you have been sent the wrong size or have a problem with the size you received then please read below, otherwise go to Next Steps further down below.

"If you have an issue with the size you have received then you will need to take a few images as instructed and emailed over to us before you return your item. To to this, please follow the guidelines given here, then email us the results and await a response before proceeding with Next Steps below."

Next Steps are:

1) We will send you (usually within 48 working hours) a reply to your email with a return confirmation with return address details

2) Item(s) must be returned unused in sturdy and protective packaging suitable for courier transit (if the original box is no longer usable)

3) Returned Item(s) must not be damaged due to bad packaging, have original tags removed or show signs of wear or abuse

4) Please assure to send merchandise back promptly within 30 days of purchase in order for us to issue a refund (any applied shipping charges are non-refundable). If 30 days have passed then only an exchange or web store credit can be offered

5) You as a customer are responsible for all shipping charges to return merchandise back to us regardless for reason for return or exchange, even within the 14 day cooling off period. There will be a 10% re-stocking deduction for all refund requests after 14 days from receipt of goods and after 28 days from date of order, whatever comes first. Re-stocking deduction does not apply for exchange/repair requests.

6) Currently the most convenient way to return is to use the UK Royal mail online delivery service (except 'Special Delivery' service*), or you can use popular independent online discounted UK courier agents, namely parcelmonkey , parcel2go, interparcel or parcelhero 

*Note: Please do not send via Royal Mail 'SPECIAL DELIVERY' service, as due to our irregular opening hours we will cannot guarantee acceptance of parcels where a mandatory signature/ID is required. Any goods returned back to a Royal Mail depot will not be collected and be returned to sender.

If you are sending merchandise back from outside the UK (internationally) then use your country's local post office or an international shipping service that best suits your needs and budget. For international returns please ensure you complete the custom form marked as 'return to sender - zero value return'.

9) We can not except any liability for goods delayed or lost in transit so please use a suitably insured tracked service

10) Upon your return and within 3-5 working, refunds will be made back to the same Credit or Debit card/Paypal holders account as a reverse/refund transaction.

11) For any outstanding surcharge for your exchange (as given on the RMA form) will be sent to you via email as a Paypal invoice

12a) For order refunds, the full amount is credited for UK orders returned within 28 days of order. If over 28 days have passed then a 10% re-stocking fee applies. Size surcharge and optional upgrades chosen at time of order are not refunded.

12b) International (outside mainland UK) returns are deducted original shipping costs in addition to conditions stated in 12a.

13) Kangaroo Leather upgrades are strictly no-refundable, furthermore Kangaroo leather upgrade charges will re-apply for exchange orders

14) Orders with personalisation, and custom sized add-ons are non-refundable. A replacement is possible and will be considered on a case by case basis

15) Products in 'Slim fit' (where option is made available) is classified as an alteration service therefore are non-refundable. Exchange is usually offered

16) All 'custom made', 'be-spoke', 'special edition', and 'limited edition' title descriptive orders are strictly non-refundable. An exchange may be offered. Additional charges may apply. This is considered on a case by case basis

Your Rights

In compliance with distance selling regulations you are entitled to a 7 day cooling off period from date of delivery confirmation. We must receive this in writing (via email) with 7 days for your right to cancel. (this excludes custom made orders, or any order with changes made to your specification)

For exchanging an item(s), UK exchange shipping is free. For exchange orders that are to be sent outside mainland UK will be charged the same rate as par original order shipping charge. This includes the Channel Islands, Isle of man, Northern Ireland and the Scottish Highlands. 

As par distance selling regulations, there are no other handling or re-stock charges applied to non-customised exchange or returned items. The only exception is if a size surcharge was applied at time of initial order which will be non refundable for returned merchandise however does not apply for exchanging merchandise.

Return Address:

We operate from more than one depot for shipping out merchandise to you, however all returns must be sent back to our UK address only. The address will be given on your RMA or email

If you have received a blank RMA form from us instead, please print and fill this in manually including your original order number, your name, reason for return, how you would like us to handle the return (exchange, credit or refund), also your phone number and email address to contact you (thats if any details are different from what we hold on your account)