Returns and exchanges, how it works

Short answer: Returns are part of shopping online. The better you know the rules before you order, the less hassle there is if something does not fit, and the easier it is to exchange or send the item back.

Know the rules in advance

Most people only think about returns when something does not fit. But it is easier to read the rules before you order. Then you know what to do if the size is wrong, and which items have special rules. It takes a few minutes and saves you uncertainty when the parcel has arrived.

Try on indoors with tags attached

Try the item on indoors and leave the tags on until you are sure. That keeps it in the condition needed for a return. Avoid perfume, deodorant and make up while trying on, as they can stay in the fabric. Look in the mirror, move around and sit down to feel the fit. See bamboo T-shirts for women.

Keep the packaging until you are sure

The original packaging makes returning simpler. Put the item back in its bag if you are unsure, and wait to throw the packaging away until you have decided. Then it is easy to pack neatly again, and the item arrives in good condition. See bamboo underwear for women.

Underwear has special rules

For hygiene reasons, worn underwear often cannot be returned. It can only be sent back if it has not been tried on and the seal is intact. That is a hygiene rule, not a shop decision. So it pays to use the size guide carefully before ordering underwear. See bamboo panties.

The right to cancel

The right to cancel an online purchase is generally fourteen days from when you receive the item. That gives you time to try it on and decide calmly. Still, do not wait until the last moment if you already know something is going back. The sooner it is sent, the sooner it is done.

Exchanging for another size

If the size is wrong, an exchange is often the simplest fix. Check the size guide again before choosing the new size, so you do not need to exchange twice. Compare with something you own and like. That gives you the best chance of getting it right the second time.

Pack the return properly

Fold the item neatly and use the original packaging if you can. Include the details the shop asks for, so the parcel can be matched to your order. Keep the proof of postage until the return has been registered. Then you have a record if any questions come up.

Avoid the return from the start

The best return is one that is never needed. Read the product text, look closely at the photos and measure yourself before ordering. It takes little time and removes most reasons for sending something back. If you are unsure, contact customer service before you buy.

Frequently asked questions

How long do you have to cancel

The right to cancel an online purchase is generally fourteen days from when you receive the item, so you have time to try it on calmly.

Can you return underwear

Only if it has not been tried on and the seal is intact. That is a hygiene rule, not a shop decision.

What should you remember before trying on

Leave the tags on and try it on indoors. Then the item is still in the condition required for a return, and there is no question of whether it has been worn.