Returns & Cancellation

The short version

You have two separate rights when you buy from us. The law gives you 14 days to cancel an order for any reason at all. On top of that, we promise 30 days to send something back if it is not right for you. If an item is faulty, neither clock is what matters: your rights under the Consumer Rights Act 2015 apply instead, and we cover the postage.

Whichever applies, start the same way: message us with your order number and we will send you return instructions.

Your statutory 14 day right to cancel

Under the Consumer Contracts Regulations 2013 you can cancel your order within 14 days without giving a reason. The 14 days run from the day you, or someone you nominated other than the courier, take delivery. If your order arrived in more than one parcel, they run from the day the last item arrived.

Tell us clearly that you are cancelling before the 14 days are up, using the contact form or in writing. You may use the model cancellation form from the Regulations, but you do not have to. A plain message is enough.

Then send the goods back without undue delay and within 14 days of telling us. For a statutory cancellation the return postage is yours to pay, unless the item was faulty or we sent the wrong thing. Our own 30 day promise below is usually the better route.

We refund everything you paid, including the standard delivery charge you paid to receive the order. If you paid extra for a faster delivery option, we refund what standard delivery would have cost. The refund is made within 14 days of us receiving the goods back, or of you sending us proof of postage, whichever comes first, and it goes back to the card or wallet you paid with.

You can inspect an item the way you would in a shop. If you go further than that and it loses value, for example if a onesie has clearly been worn out for the evening, we can reduce the refund to reflect that.

Our 30 day returns promise

This is our own policy, not a legal requirement, and it sits on top of the 14 day right above rather than replacing it.

You have 30 days from the day your order arrives to send an item back for a refund or to swap it for a different size. Items should be unworn, unwashed, free of smoke and pet hair, in their original condition, with the tags still attached and in their original packaging where you still have it.

Returns and size swaps under this promise are free: we cover the return postage within the UK, and we do not charge for sending the replacement out. Delivery on the original order is refunded if you paid for it and the whole order goes back. If you keep part of the order and the rest still comes to less than £50, we may deduct the delivery charge that would have applied.

If something comes back after 30 days, unworn and with the tags on, talk to us anyway. We would rather find a sensible answer than quote a rule at you.

If something is faulty or wrong

If an item arrives damaged, develops a fault or is not what you ordered, the Consumer Rights Act 2015 applies and you never pay to send it back.

Within 30 days of delivery you can reject a faulty item and get a full refund. After 30 days and within six months you can ask us to repair or replace it, and if that is not possible or does not work you can have a price reduction or a refund. In that six month period we assume the fault was there from the start unless we can show otherwise.

Message us with your order number, a short description and a photograph if the fault is something you can see. We will arrange the return and put it right.

Ordinary wear and tear is not a fault, and fleece does pill a little with wear and washing. If an item has worn out much faster than it should have, tell us and we will look at it properly rather than quoting the care label at you.

How to start a return

Message us through the contact form with your order number and which items you are sending back, and say whether you want a refund or a size swap. We reply with instructions and, for our 30 day promise and for faulty items, the return postage label.

Please put the items in a parcel that will survive the journey, include your order number in the box, and keep your proof of postage until the refund lands. Do not send anything back before you have heard from us, and please do not send returns to our registered office: it is not a warehouse.

Where returns go

Returns are handled by our fulfilment partner, at this address:

Refunds and how long they take

Once your return reaches the warehouse we check it and process the refund, normally within 2 to 3 working days of it arriving, and always within the statutory 14 days where you cancelled under the Regulations. We email you when it is done.

Refunds go back to the original payment method: the card, Apple Pay or Google Pay account you used. Your bank then takes its own time, usually 3 to 5 working days, before the money shows on your statement. We cannot refund to a different card or by bank transfer.

For a size swap we send the new size out as soon as the return has been checked, subject to stock. If the size you wanted has sold out we will tell you and refund you instead.