Refund policy

We really hope you are satisfied with your purchase, however if this is not the case you have 14 days from delivery of your order to return it. To be eligible for a return:

  • Items must be unworn, unwashed and free of any marks.
  • Items must have all tags attached.
  • Socks and underwear are non-refundable due to hygiene reasons.
  • Items must be returned in their original packaging.
  • Purchases made at full price, on sale, or with a discount code will be refunded. Purchases made with a gift card will have their balance returned.
  • Any items purchased in an online sample sale are non refundable/exchangeable due to nature of sample sale, a gift card will be issued.
  • Customs and duties may apply on international shipments.

Please make sure the item is in a re-sellable condition and does not smell of perfumes/aftershaves or any other scents. It will be at our discretion to decide whether the item is in a re-sellable condition.

We have a returns portal integrated to make your returns process as simple as possible.  Please follow the instruction below to initiate a return, you will be sent a label to return your parcel at the end of completing the process. 

How To Return Your Order

  1. Visit our returns portal - CLICK HERE
  2. Follow the instruction on screen and enter your order number and email.
  3. You can then choose to receive store credit or initiate a refund.
  4. Once completed you will be emailed the QR code/returns label.
  5. Depending on the service chosen to return you may need to print out a label, please place this onto the package your return is in and take the parcel to the selected drop off point within 5 days. Please note, any returns dropped off late will be cancelled. 
  6. Once we receive your order and your items have passed our inspection, We will process your chosen option of store credit or refund. You will receive an email once the process is complete.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Shipping/delivery fees are non-refundable. Customers are responsible for the cost of returning items, and a fee of £4.99 (handling fee) will be deducted from the refund to cover the cost of return shipping. This fee is in addition to the original shipping/delivery charge paid at the time of purchase which also will not be refunded and deducted from your refund. For store credits, no handling fee is charged.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@incarnie.com.