We want you to be entirely happy with your indivizual.co.uk choice. However if you wish to return an item you must inform us via email at firstname.lastname@example.org:
We ask you wait for authorisation (& read our policy below) before returning any items.
APPROVED RETURNS: We allow a further 14 days to send the parcel back to us. Approvals are automatically cancelled should you fail to send the parcel within 14 days following your approval. Should this happen we will expect you to contact us to arrange further postage and we can resend the parcel to you.
Items must be in original condition and must not have been worn, altered or washed. All tags must remain in place (if any are missing we will not accept the return). Every garment shipped has a ticketing/ribbon tag attached.If this ribbon has been removed, the garment is no longer returnable. We recommend trying on all purchased items once received, to ensure adequate time to return items within our returns timeframe.
Our goods are quality checked to a high standard before leaving our warehouse each item is inspected carefully by our team before packing and again during packing. In the rare case you should discover a fault we ask this is reported to us within 14 days of receipt. We will ask for photographs to support any fault claim and offer repairs, exchange or refund where appropriate.
Are there any items which cannot be returned?
We will not accept returns on any items which do not have the original ticketing/ribbon attached. Or items which appear to have been worn/used and show marks from make-up and or deodorante.
Please take care when trying on your garments. Items showing marks from make-up, deodorant fake tan or snags from jewellery etc. will not be eligible for return and a refund.
Items which have been altered or washed cannot be returned and would be sent back to you following additional postage charge.
Sale items cannot be returned, all sale items are non refundable or exchangeable.
If you return a ‘non returnable’ item to us without our approval we are unable to process this for neither a refund or store credit. We would be happy to return the item to you however additional postage costs would be required, we would require you to contact us to arrange this via our email customer services email@example.com
Items which are outside of our 14 day return policy are non returnable.
How much does it cost to return an item?
Sorry we do not offer free returns, to make it easier for you we can email you a pre paid 2nd class Royal Mail tracked label £4.75, this amount will be deducted when we process your refund. This only applies to UK orders upto 2kg in weight, we are sorry we cannot help with international returns, you would need to use your own method.
In the rare instance that you receive the wrong item or faulted item we would incur the cost of the return, however we request using our own returns label for this. Any items sent via another method of shipping would not be refunded.
We do not refund initial delivery charges.
The initial delivery charge for you parcel will be deducted from you refund.
If you are making an international return please be aware we will NOT pay any customs charge on returning items. It is the customer responsibility to ensure charges are paid for before returning. Returns requiring customs charges at our side in the U.K. will not be accepted and remain with the postal service, the parcel will be automatically be returned to you the sender within 21 days.
We offer a flexible returns policy to make your online shopping experience even easier. We also monitor the number of returns made by customers and continued/excessive returns will be flagged and may, at our discretion, lead to the closure of your indivizual account or future orders being refused.
If this applies to your account, we will be in touch.
Where do I find my returns label?
Your returns label will be emailed to you, following notification via firstname.lastname@example.org
How long do I have to return an item?
You must return your unworn items to Indivizual.co.uk within 14 days of delivery.
We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy.
Once your return has reached our warehouse, please allow seven working days for it to be processed less initial delivery costs. We will send you an email confirmation to let you know when this has been done.
Where is my refund?
Once your return has reached our warehouse, please allow seven working days for it to be processed. We will send you an email confirmation to let you know when this has been done.
Once everything has been processed, we will send you an email containing all of the details of your refund. Please be aware that it can take your bank a further 2-10 days for the funds to appear back in your bank account depending on the card issuer. If you have any questions about your refund, just let our team know by sending us an email at email@example.com
It’s important to remember that there will be a deduction of £4.75 from your order if you’ve used our pre-paid returns label.
Sending your return:
- Inform us at firstname.lastname@example.org
- Enclose the item(s) inside its original packaging.
- Affix the returns label (emailed to you from email@example.com) or the prepaid Royal Mail address label to the outside of the package and return to your local Royal Mail post office. Or if you wish to use your own returns method please make sure it is trackable.
Indivizual.co.uk is not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number.
Once the items have been received they will undergo a quality review. Once cleared, you will either receive a refund of the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We endeavour to process refunds as soon as they are received but please allow 5 working days for returns to be processed. You will receive email notification of the status of your refund or exchange once processed.
We do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage costs are not refundable.
Should you have any queries not covered within our policy please contact us at firstname.lastname@example.org
Our registered business address: 1 Upper Goat House Rishworth West Yorkshire HX6 4QQ