We are happy to refund any items within 14 days of receipt. If 14 days have gone by since your delivery, unfortunately we cannot offer you a refund.
To be eligible for a return, your item must be unworn with the original tags attached. If our customer care team feel any of these points are not met, it is at their discretion on whether the item is suitable for return. should a refund be refused, your item will be returned to you.
Gift cards are also not eligible for refunds.
For refunds - check below information depending on country location*
We do not offer exchanges at this present time. This means that all returned goods will be refunded. If you require a new size, we recommend placing a new order with us if the desired item is still available.
RECEIVED THE WRONG ITEM?
Should you receive an incorrect item in your order, please contact our customer care team directly at email@example.com
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, please first check your bank account and contact your credit card company or bank. There is often some processing time before a refund is posted.
If you are expecting a store credit and you haven't received it yet, we firstly recommend checking your junk and spam email folders for an email from us. If you’ve done all of this and you still have not received your refund/store credit yet, please contact us at firstname.lastname@example.org
We’ve setup a deal with DHL Express to pickup the package from any address of your choice & return it to us within 3-5 working days. The DHL return service costs €22. click here or go to the bottom of our website under the ‘Returns Center’ to setup a Return. This return option isn't free but the costs come out cheaper than sending it back via your local post office.
You also have an option to ship your return via courier of your choice, where the return fee must be covered by you. We would advise that you securely package your return and use a tracked shipping service as we can not be held responsible for any items lost or damaged in transit. Please also ensure you mark any returns as ‘returned goods’ on any postal or customs forms. Additionally, any duties incurred by incorrect customs declarations will be deducted from your final refund.
*All International customers will get refunded in the form of an e-gift card code only
You can arrange a return to us via your local postal service or by clicking here to use our DHL service. The DHL return service costs €22.
All European Union customers will get a full refund if returned within 14 days of receipt
Standard Shipping is refundable but Express Shipping costs are none refundable*
IF I CHOOSE TO RETURN VIA COURIER OF MY CHOICE?
If you choose to return your unwanted item/s via courier of your choice, please ensure you print the following details onto a sheet of paper and insert this inside your parcel:
- order number:
- full name:
- item reference(s) returned:
- reason for return:
However, you should still ensure that you complete our digital return form via our returns page.
HOW LONG WILL MY RETURN TAKE TO PROCESS?
If you have made your return using DHL Express , your return should take 3-5 working days to reach our warehouse. Following this, your return will be quality inspected and your refund/store credit will be processed within 3 working days. Once your refund has been processed, it will take up to 5 days for the funds to reach your account depending on your original payment method.
If your return has been received but you haven't received your store credit within 3 working days, we firstly recommend checking your junk and spam email folders for an email from us. If you are still unable to find it, please send our customer care team a message via our contact form and we'll resend your store credit.
We aim to deliver all orders in line with the estimated delivery times below.
Please ensure your selected delivery address is correct as we are unable to amend this once your order has been placed. We are also unable to deliver to freight forwarding or PO Boxes, APO/FPO or U.S territories. Please provide an alternative address, where we can send your parcel.
DHL Express Shipping ( available worldwide)
International Standard Shipping
DHL Express Shipping (Germany)
* You will receive a shipment notification e-mail with tracking once your order has shipped
* Unfortunately we currently cannot ship to Russia
CUSTOMS, DUTIES & TAXES
All EU orders will NOT be subject to any import duties, fees & taxes
For orders outside the EU any import duties, fees & taxes must be paid by the person receiving the parcel. Reputation Studios has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country.
Customs authorities require that we state the value of your order directly on your package. Customs agents have the right to release or deny release of your package, ask for additional information and in rare cases, they may also delay delivery.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
International returns initiated due to refusal to pay duties and taxes will be subject to a €30.00 restocking fee which will be deducted from the refund amount.
What extra delivery fees do I have to pay post - Brexit when buying online?
All shipments to the UK will be subject to import VAT fees on top of the order price.
What is import VAT fee?
This is a fee currently paid on goods sent to the UK from abroad, but instead of the normal VAT you would pay at the checkout for your items, you’ll pay ‘import VAT’ on the total cost of the item and shipping and handling costs accrued when the courier brings the purchase to the UK. The usual UK Import VAT rate is 20%.
I'M STILL WAITING FOR MY ORDER
Has your estimated delivery date elapsed? Please allow a few extra days for your order to be delivered (especially during busy times). Our carriers are always doing their best to get your order to you, so make sure you keep an eye on your tracking link for the latest updates.
If your order doesn’t arrive or is missing something, please let us know within 30 days of the date by which your order should have been delivered and we’ll do our best to help you. If you do not notify us within 30 days we will be unable to investigate or replace any missing items.
WHERE IS MY ORDER?
Want to know where your order is - click here to track your order