Returns

We want you to fall hopelessly in love with our products. And if you don't, we want to make returns easy.

How to return (UK):

  1. Create your return or exchange using our online returns portal or through the ’Start Exchange / Return' button in your account. 
  2. A returns label and QR code will be sent via email once your return has been logged.
  3. Place your return items in the original or suitable packaging and seal appropriately
  4. Attach your label and drop off your return parcel with the selected courier, or arrange a collection.
Should you wish to cancel your return you can do this by entering your order information into the portal again.
A cancellation request will not be possible if your return parcel has already been posted.

The standard cost for UK return shipping is £3.99.
For international (non-UK) returns, please visit our international returns portal.

Conditions of Return

Returns must be sent & received at our warehouse within 30 days from the date of dispatch for UK orders. Your order will not be eligible for return after this time.

All items are inspected on return so please ensure the following

✔️ Product tags are attached within the original packaging 

✔️ The product is unworn unwashed 

We advise to try on shoes indoors until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box.

For customer safety, the following items are Non-Returnable:
The following products are non-returnable:
✕ Swimsuits
✕ Swim bottoms
✕ Face masks

Multi-item purchases: 
If you return a single item bought as part of a multi-buy discount offer (for example, 2 for £20, buy one get one 50% off) you will be refunded the full price of the item, minus any discount given in the offer. If you return all items purchased with the multi-buy offer, then you’ll refunded with the full multi-buy value.

Customers are liable for return shipping costs. 

Exchanges

Exchanges are available to all UK customers.

Items can be exchanged for a different size but cannot be exchanged for an alternative item of an equal value.*

Sale / Clearance items are not eligible for exchange.

Eligible exchanged items can be returned for store credit only.

Customers are liable for any shipping costs to return, but outbound standard shipping for exchanges is free. 

*Please note, if we are unable to process your exchange request for any reason, store credit will be provided alternatively.

Refunds

✔️ Once we've received and reviewed your return, we'll notify you by email to confirm that your refund has been processed.
✔️ We aim to process your refund asap - mostly within 48 hours of receipt. However, this can take up to 5 working days during busier periods. Thanks for your patience!

The standard cost for UK return shipping is £3.99 and will be deducted from your refund total. The customer is liable for the cost of return shipping and any additional custom charges; unless faulty or sent in error.

Shipping costs are non-refundable. 

Pre-Orders

Any items dispatched as part of a pre-order are eligible for return within 30 days of the dispatch date.

Faulty Items

In the rare occurrence an item is incorrect or faulty, please email us with:
- Your full name
- Order number
- Quick description of what's happened.

We'll get it resolved for you asap! 

Responsibility

Any items returned outside of our online portal are your responsibility and will remain your responsibility until they arrive at our warehouse. As the parcel remains your responsibility, please ensure you use a trackable service.

We do not take responsibility for any items returned to us by mistake.

Fair Use

Where we notice unusual or suspicious activity with your account, we may with-hold issuing a refund and / or block your account and any associated accounts.

Such activity may include, but is not limited to excessive claims for orders not received or items missing from an order, suspicious and excessive and consistently high return percentage patterns or activity.

If you believe we’ve made a mistake in blocking or identifying your account, then please contact us to discuss the matter further.


 

Need further assistance?
Email orders@disturbia.co.uk and we'll be happy to help!