What is the EU Right of Withdrawal?Updated 10 days ago

Customers located in the European Union (EU) and certain European Free Trade Association (EFTA) countries may be entitled to a legal Right of Withdrawal for eligible online purchases (under EU consumer law).

This consumer protection law allows you to withdraw from your purchase. You can exercise this right before your order is delivered or within 14 days of receiving your order, without needing to provide a reason for cancellation.

Can I cancel my order before it arrives? 

Yes. If your order has not yet been delivered, you can still exercise your Right of Withdrawal.  If your order is still being processed or has already been dispatched, your withdrawal request remains valid from the date it is submitted. You can submit a withdrawal request via the order status page linked in your order confirmation emails, or by contacting our Customer Success team here. 

Once we receive your request, our Customer Success team will confirm the next steps. Depending on the status of your order, this may include cancelling your order before it ships, arranging for the parcel to be returned, or providing return instructions once it has been delivered.

How do I exercise my Right of Withdrawal after delivery?

You have 14 days from the day your order is delivered to notify us that you wish to withdraw from your purchase.

To do this, please complete the Withdrawal Request Form here. Once submitted, our return partner Refundid will provide instructions for returning your eligible item(s).

Once your withdrawal request has been submitted, you'll have an additional 14 days to return the eligible item(s).

When will I receive my refund?

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, at our discretion, or whichever is earlier.

We reserve the right to deduct an amount reflecting any reduction in value of the goods resulting from handling beyond what is necessary to inspect them.

What happens if I withdraw from my purchase?

If you exercise your Right of Withdrawal and return your item(s) in accordance with applicable consumer laws:

• You'll receive a refund for the item(s) purchased.
• You'll receive a refund of the original standard outbound shipping cost paid for your order.
• Refunds will be processed back to your original payment method.

Please note that return shipping costs remain the responsibility of the customer where applicable.

Are all items eligible?

Gift cards are not eligible for withdrawal.

Certain physical products may also be exempt from the Right of Withdrawal where permitted by applicable consumer laws, including products sealed for health or hygiene reasons where the seal has been removed after delivery. 

Final Sale items are also eligible to be returned under the EU Right of Withdrawal, even where they are ineligible under our standard Returns Policy.

Items must be returned in their original, saleable condition, in line with our Returns Policy. This means items must be unworn, unused, free from scent and returned with all tags attached. Please refer to our standard Returns Policy here. 

Does this replace your standard returns policy?

No. The EU Right of Withdrawal is a separate legal right available to eligible customers in specific regions.

This right may apply to items that would otherwise be ineligible for return under our standard Returns Policy, including certain sale items.

Customers outside of the EU and applicable EFTA countries should refer to our standard Returns Policy for information about returns and exchanges. See our Returns Policy here.