FAQ Returns

You now have 30 days from the day your parcel was delivered to return items. If you are a BackStage Club member you have 100 days to return from the day your parcel was delivered.

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.
Click “Confirm selection”.

Step 3
Print out the return form and the return label.
Place the return form in your parcel. Print out the return label and stick it on the package.
You can now hand in your package free of charge at a 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.

Please ensure you log out of your account and head back to the returns portal.
Please enter the order number and Postcode again and you should see a black box with ‘Open Return Sheet and Label’ click on this and it will reopen your documents. If this doesn’t work please ensure you are logged out of your account and reload the page and this should now appear.

Please send this item back using our free returns and we will issue you a refund once received at our warehouse.
Please record your return on the return portal.

If you choose to reorder, we are happy to price-match your items.
Just send over your new order number and your old order number to our customer service team and we will refund the difference once your order has been invoiced and dispatched.

We offer free return postage labels for all our UK customers. Please follow the steps indicated on our return portal.

Unfortunately it is not possible to choose a replacement for a faulty item. Please return this to us and a refund will be issued.

Returns can take up to 7 working days to be processed once they arrive at the warehouse. You can check the day it was delivered to the warehouse by tracking it with your return tracking code.
Once the return has been processed and the refund has been issued it will take up to 10 working days to return to you.
Some refunds may require bank details but you will be contacted via email if needed.

Returns can take up to 7 working days to be processed once they arrive at the warehouse. During busy periods this can take longer than normal.
You can track your parcel using the tracking number given to you by Royal Mail.
Once the return has been processed and the refund has been issued it will take up to 10 working days to return to you.

If you have not heard anything within this timeframe please let us know and we can look into this.

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 jewellery 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. When returning, please keep all proof of postage until your return reaches the warehouse and your request is processed.

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 refund for you.
If you choose to reorder, we are happy to price-match your item.
Just send over your new order number and your old order number to our customer service team and we will refund the difference once your order has been invoiced and dispatched.