We want customers to order with confidence. Please read the return information below before placing your order.
This policy separates consumer orders and business/trade orders, as different rules may apply.
Key Return Information
Consumer online orders: 14 days to tell us you want to cancel, then 14 days to return the goods
Faulty or incorrect goods: please contact us as soon as possible with order details and photos
Business/trade orders: returns must be agreed with us before sending goods back
Return condition: items should be unused, uncut, unopened where applicable, and in resaleable condition
Return postage: paid by the customer unless the item is faulty, incorrect, or not as described
Consumer Orders
If you are buying as a consumer online, you have cancellation rights under the Consumer Contracts Regulations 2013.
You have 14 days from receiving your order to tell us that you want to cancel. After telling us, you then have another 14 days to return the goods. GOV.UK confirms this 14-day cancellation period and the additional 14-day return period for online, mail, and telephone orders.
Returned items should be unused, uncut, unopened where applicable, and in a condition suitable for resale.
We may reduce the refund if goods have been handled beyond what is necessary to check them.
Faulty, Incorrect, or Not as Described Goods
If your item is faulty, incorrect, or not as described, please contact us as soon as possible.
Please include:
- your order number
- a description of the issue
- clear photos of the item, packaging, label, colour batch, or fault where relevant
Consumer rights for faulty goods are covered by the Consumer Rights Act 2015. Consumers normally have a short-term right to reject faulty goods within 30 days, and refunds under that section must be given without undue delay and within 14 days once the trader agrees the refund is due.
Business and Trade Orders
Business, trade, wholesale, production, resale, and professional-use orders may be treated differently from consumer orders.
For business and trade buyers, returns must be agreed with us before goods are sent back. Please contact us within 14 days of receiving your order if you need to request a return.
Returned business/trade goods must be unused, uncut, unopened where applicable, and in resaleable condition.
We may not be able to accept returns for items that have been cut, used, altered, specially sourced, specially ordered, or supplied for a specific production requirement, unless the goods are faulty, incorrect, or not as described.
Colour and Batch Differences
Zip colours can vary slightly between suppliers, production batches, and dyeing runs.
Small shade differences are not normally treated as a fault where the product has been correctly supplied and the colour variation is within normal manufacturing tolerance.
For colour-sensitive orders, please check the product images, swatch shade, and batch number before purchase. For trade or production orders, we recommend contacting us before ordering if colour consistency is critical.
How to Request a Return
Please contact us before sending any item back.
Include:
- your order number
- the item you want to return
- the reason for return
- photos if the item is faulty, incorrect, damaged, or colour-sensitive
We will confirm the next steps before you return the goods.
Refunds
Refunds will be processed after we receive the returned goods, or after you provide evidence that the goods have been sent back, where applicable.
Original standard delivery charges may be refunded where required by law.
Return postage is the customer’s responsibility unless the item is faulty, incorrect, or not as described. Business Companion, a Trading Standards-backed resource, says consumers can be required to pay return costs for cancellation returns if this has been made clear to them.