FAQ Returns

You have 30 days to return an item from when the order was placed. If you are a Backstage Club member, you have 100 days also.

Please get in touch with our customer services team for further details on how to proceed concerning damaged or faulty items.

We offer free returns postage labels for all our UK customers. Please follow the link above for further instructions.

Step 1
To return your item, please use our returnsportal.
You will need your order number beginning with 250 or 101 and the postcode of your delivery address in CAPITAL letters.

Step 2
Select the item you are returning and enter a reason for the return. If the item you want exchanged is available in other sizes this box will become available for you to choose another size.
Click “Confirm selection” and select your replacement delivery address if you are exchanging.

Step 3
Create a free return label on the Royal Mail website - https://www.royalmail.com/track-my-return/create/1356

If you don’t have a printer don’t worry, just create your label and download the QR code emailed to you from Royal Mail and it can be scanned at the Post Office.

Step 4
Take your parcel to the Post Office. Please keep all proof of postage until your return reaches the warehouse and your request is processed. On your receipt, you will also find your return tracking code which you can use to track your parcel.

Unfortunately it is not possible to choose a replacement for a faulty item.  However you can exchange for another size if we have this available. 

If you choose to receive a replacement item, we will send this free of charge. 

You will receive a refund back to the originally chosen payment method. Once your return order has been received, it can take up to 5-7 working days to process.

The returns policy is now 30 days from the day your parcel is delivered. If you are a BackStage Club Member you have 100 days to return from the day your parcel is delivered. The item must be returned in the condition it arrived in, with the same packaging and labels still attached. Masks, selected jeweller and underwear cannot be returned for hygiene reasons. Swimwear can be returned if the hygiene strip has not been removed. If the item does not have a hygiene strip it cannot be returned and will be treated as underwear. If your order does not comply with this we have the right to reject your return. Please note, if you do want to exchange an item, we can only process like-for-like exchanges and cannot exchange for a different item. When returning, please keep all proof of postage until your return reaches the warehouse and your request is processed.

As soon as your return has been received, the credit will be refunded to your PayPal or credit card account within 3-5 days.

Please note:
Some of our products (e.g. shoes, leather goods) are dispatched from other warehouse locations, which means that unfortunately there may be some delays in processing refunds.

In the unfortunate event you receive an incorrect item please do return this to us using our free returns service. Once we have received the item we can then arrange a replacement or a refund for you.