Can I Keep the Item and Still Get Money Back?

Quick Answer

In some cases, yes. Rather than returning an item, our Customer Care team may be able to offer a keep-the-item option, such as a partial refund or store credit toward a future purchase, depending on your order.

This is handled on a case-by-case basis, so there's no fixed amount that applies to every order. If you'd prefer to keep your item and receive money back or credit, please contact us so we can review your order and let you know what's available.

How do I ask to keep the item and get money back?

Contact our Customer Care team via live chat or the Contact Us page, and share:

• Your order number and the email address used to place the order
• The item involved and the reason you'd like to keep it rather than return it
• A photo, if the item is damaged, defective, or not as expected

We'll review your order and let you know which options we can offer. If we agree on a keep-the-item resolution, we'll confirm the details with you before anything is processed.

What keep-the-item options might be available?

Depending on your order, options we may be able to offer include:

• Keeping the item and receiving a partial refund
• Keeping the item and receiving store credit toward a future purchase
• Returning the item for a full refund instead, if it qualifies under our return conditions

Which options are available, and the amounts involved, vary from order to order. We'll talk you through what applies to your situation.

Is a keep-the-item refund guaranteed?

No. A keep-the-item refund or credit isn't automatic - it's an option our team may offer after reviewing your order, and it depends on the circumstances. If a keep-the-item option isn't the best fit, we can still help you with a standard return or exchange where your item qualifies.

What if my item can't normally be returned?

Some items, such as intimate items, or items that have been worn, washed, or had their tags removed, may not qualify for a standard return or exchange. Even so, it's still worth contacting us. In some situations we may be able to offer a goodwill resolution, though this can't be guaranteed. We'll always review your order and explain your options.

How and when will I receive the money back?

If we agree on a partial refund, it goes back to your original payment method. If we agree on store credit, we'll confirm how and when you'll receive it. Because each keep-the-item resolution is arranged individually, we'll let you know the expected timing when we confirm the details with you.

In what situations should I contact Customer Care?

Please reach out if:

• You'd like to keep your item and receive a partial refund
• You'd prefer store credit instead of returning the item
• Your item is worn, washed, missing tags, or otherwise may not qualify for a standard return
• You want to return part of an order and keep another item with some money back
• You received a damaged, defective, or unsatisfactory item and aren't sure whether to return it