Should I Choose a Refund or a Replacement?

Quick Answer

If something is wrong with your order, you can usually ask for either a refund or a replacement, and the best choice depends on your situation. Choose a replacement if you still want the item and want it resent or exchanged; choose a refund if you no longer want the item or simply prefer your money back.

The clearest way to get the right outcome is to tell our Customer Care team exactly what you'd like. They can review your order and confirm what's possible before anything is arranged.

When does a replacement make more sense?

A replacement is often the better choice when you still want the product and just need a correct or working one. This can apply when:

An item arrived damaged, faulty, or incorrect and you'd like the same item again
A package appears delayed or stuck in transit and you'd still like to receive the item
You want to exchange an item for a different size, color, or style

For delivery problems, our team may first check the tracking and monitor the shipment for a short time. If there's no further progress, they can look at arranging a replacement.

When does a refund make more sense?

A refund is usually the better choice when you no longer want the item or prefer not to wait for another one. This often applies when:

You no longer need the product or have changed your mind
The item you wanted is out of stock and you don't want an alternative
A replacement would arrive too late to be useful to you

If you'd prefer a refund, let our team know clearly that you don't want an exchange or replacement. Where a refund applies, it's generally returned to your original payment method.

What if I want one item refunded and another exchanged?

If your order has more than one item, you don't have to choose the same outcome for all of them. When you contact us, simply explain which item you'd like exchanged and which item you'd like refunded, and our team can handle them separately.

If you're returning items first, the refund or exchange is typically arranged after the returned parcel reaches the warehouse and its condition is confirmed. Processing times can vary by order, so our team will confirm what to expect for your specific case.

What if the item is out of stock?

If the item you wanted for a replacement or exchange is no longer available, you have options. You can choose a different size, color, or style if a suitable alternative exists, or you can ask for a refund instead. Let our team know your preference and they'll arrange the next step.

What if I decide I don't need a refund or replacement after all?

Sometimes you may decide to simply keep the item, for example if a small fit or appearance concern turns out not to bother you. If that happens and you're happy to keep what you have, you don't need to take any further action.

If you've already been in touch with us about the order, it helps to reply and let us know your decision so we can close out the conversation. If the issue also involved delivery, tracking, or a replacement shipment, please confirm with us so nothing is left open on your order.

What should I tell Customer Care?

To help us arrange the right outcome quickly, please include:

Your order number
The email address used to place the order
Which item or items are affected
Whether you'd prefer a refund, a replacement, or an exchange
A short description of the problem, with photos if an item arrived damaged, faulty, or incorrect

In what situations should I contact Customer Care?

Please reach out if:

You no longer want a replacement and would prefer a refund instead
A replacement would arrive too late and you'd like another solution
Tracking shows a delivery problem and you're unsure whether to choose a refund or a replacement
You're returning items and want one item exchanged and another refunded
The item is out of stock and you don't want to exchange it for something else
You have an open dispute with your bank or card issuer and want to know whether it affects refund processing

If there's an active payment dispute on the charge, we may be unable to process a refund until the dispute is closed or adjusted, so it helps to mention this when you contact us.