Refund policy
At Incarnie, every piece is created with purpose and attention to detail. We hope you love your purchase, but if something isn't quite right, we're here to help.
UK RETURNS AND EXCHANGES POLICY
This policy applies to orders delivered to the United Kingdom.
Customers in the European Union and outside the European Union should refer to our separate European Union Returns & Right of Withdrawal Policy and Rest Of The World Returns 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 or exchange it (exchanges available to UK customers only).
To request a return or exchange, please visit our returns portal
Enter your order number and email address, select the item you wish to return and follow the instructions provided.
Once your return has been registered, you will receive the relevant instructions for returning your parcel.
UK customers also benefit from statutory cancellation rights, which will be explained below.
UK RETURNS
Original shipping/delivery fees are non-refundable. Customers are responsible for the cost of returning items, and a handling fee of £4.99 per item 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 gift card refunds, a bonus of £2 per item will be applied.
To be eligible for a return:
- Items must be unworn, unwashed and free of any marks, stains, odours, perfume or signs of use
- Items must have all tags attached.
- Socks and underwear are non-refundable due to hygiene reasons. Personalised or custom-made products are also non-refundable.
- 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.
The following items are excluded from our voluntary returns policy:
- Underwear and socks for hygiene reasons.
- Personalised or custom-made products.
- Products explicitly marked as Final Sale.
- Items purchased through designated sample-sale events where the exclusion was disclosed before purchase.
- Any items purchased in an online sample sale or items marked as final sale are non refundable due to nature of the sale.
These exclusions do not override statutory cancellation rights or rights relating to faulty goods.
UK EXCHANGES
Original shipping/delivery fees are non-refundable. Customers are responsible for the cost of returning items, and a handling fee of £3.50 per item will be charged to the customer when requesting the exchange to cover the cost of return shipping and the cost of shipping out the exchange order to you.
If you would like to exchange your item for another size or colour, please request an exchange within 14 days of delivery using our returns portal.
To be eligible for an exchange:
- Your delivery address must be in the UK
- Items must be unworn, unwashed and free of any marks, stains, odours, perfume or signs of use
- Items must have all tags attached.
- Socks and underwear are non-refundable due to hygiene reasons. Personalised or custom-made products are also non-refundable.
- 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.
The following items are excluded from our voluntary exchanges policy:
- Underwear and socks for hygiene reasons.
- Personalised or custom-made products.
- Products explicitly marked as Final Sale.
- Items purchased through designated sample-sale events where the exclusion was disclosed before purchase.
- Any items purchased in an online sample sale or items marked as final sale are non returnable due to nature of the sale.
These exclusions do not override statutory cancellation rights or rights relating to faulty goods.
It will be at our discretion to decide whether the item(s) is in a re-sellable condition.
United Kingdom - Statutory Cancellation Rights
UK customers purchasing online have a statutory right to cancel most orders within 14 days of receiving their goods, without providing a reason.
To exercise this right, you must notify us at info@incarnie.com or through a suitable cancellation option on our returns portal before the cancellation period expires.
After notifying us, you have a further 14 days to return the goods.
Where you cancel your entire order under your statutory rights, we will refund the price of the goods and the original standard delivery charge. Additional charges for premium or express delivery are not refundable beyond the standard delivery amount.
Customers are responsible for direct return postage costs unless otherwise agreed or required by law. If you choose to use a prepaid returns label supplied by us, its direct shipping cost will be disclosed.
No administration, handling or restocking fee is charged for exercising your statutory cancellation rights.
You may try on items as you would in a physical store. We may make deductions for diminished value resulting from handling beyond what is necessary to inspect the goods.
Refunds for statutory cancellations will be issued within 14 days of receiving the returned goods or satisfactory evidence that they have been sent back, whichever is earlier.
These statutory rights also apply to eligible sale and discounted items.
We have a returns portal integrated to make your returns and exchanges process as simple as possible. Please follow the instruction below to initiate a return/exchange, you will be sent a QR code to return your parcel at the end of completing the process.
How To Return Your Order
- Visit our returns portal - CLICK HERE
- Follow the instruction on screen and enter your order number and email.
- You can then choose to receive store credit or initiate a refund.
- Once completed you will be emailed the QR code/returns label.
- 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.
- Once we receive your order and your items have passed our inspection, We will process your chosen option of gift card, exchange 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.
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.
EUROPEAN UNION RETURNS & RIGHT OF WITHDRAWAL POLICY
At Incarnie, we want you to feel confident in every purchase. If your order isn't quite right, we're here to help make the returns process as straightforward as possible.
This policy applies to customers in the European Union and outlines your statutory rights under EU consumer protection legislation.
1. Your 14-Day Right of Withdrawal
Under European Union consumer protection law, you have the right to withdraw from your online purchase within 14 days of receiving your order, without giving any reason.
The withdrawal period begins on the day you, or a third party nominated by you (other than the carrier), receives the goods.
If your order contains multiple items delivered separately, the withdrawal period generally begins when the final item is received.
To exercise your right of withdrawal, you must notify us of your decision before the 14-day period expires.
2. How to Exercise Your Right of Withdrawal
You can exercise your statutory right of withdrawal using our dedicated online withdrawal form.
EU Withdrawal Form:
https://incarnie.com/pages/widerruf-formular
To submit your withdrawal:
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Visit the EU Withdrawal Form using the link above.
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Enter the required details to identify yourself and your order.
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Confirm and submit your decision to withdraw from the contract.
Once your withdrawal has been submitted, we will send you an acknowledgement of receipt by email or another durable medium, including the details of your withdrawal and the date and time of submission, without undue delay.
You do not need to provide a reason for your withdrawal.
Your withdrawal is effective when you communicate your decision within the statutory withdrawal period. You do not need to wait for our approval.
3. Returning Your Items
Once you have notified us of your decision to withdraw, you must return the goods within a further 14 days.
- Items must be unworn, unwashed and free of any marks, stains, odours, perfume or signs of use
- Items must have all tags attached.
- Socks and underwear are non-refundable due to hygiene reasons. Personalised or custom-made products are also non-refundable.
- 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.
You are responsible for the cost of shipping and all applicable duties and taxes. When returning, please ensure you have made all customs declarations and paid the relavant fees.
Please ensure that:
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Items are securely packaged to prevent damage during transit.
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Original tags, labels and packaging are included.
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You retain proof of postage.
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You use a tracked shipping service.
Please return the goods to the address below with a note including your name and order number:
Arlo Fulfillment, Unit 7 Manor Farm Business Park, Beachhampton, Milton Keynes, MK19 6DS, United Kingdom.
You may inspect and try on clothing as you would in a physical retail store.
However, you are responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and fit.
Any deduction for diminished value will be assessed in accordance with applicable consumer law.
4. Return Shipping Costs
Customers exercising their statutory right of withdrawal are responsible for the direct cost of returning their goods including all applicable taxes and duties. When returning, please ensure you have made all customs declarations and paid the relavant fees.
We do not charge administration, handling or restocking fees for exercising your statutory right of withdrawal.
5. Refunds and Original Delivery Charges
Where you exercise your statutory right of withdrawal in respect of your entire order, we will refund:
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The purchase price of the returned goods.
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The original standard delivery charge, up to the cost of the least expensive standard delivery method genuinely offered for your order at the time of purchase.
If you expressly selected a more expensive delivery service instead of the least expensive standard delivery option, any additional delivery charges above the standard delivery cost will not be refunded.
For partial withdrawals, any refund of original delivery charges will be determined in accordance with applicable law.
Refunds will be processed using the original payment method unless you expressly agree otherwise, and you will not incur additional fees for receiving the refund.
We will issue your refund without undue delay and no later than 14 days after receiving your withdrawal notification.
We will withhold reimbursement until we have received the returned goods.
This is in accordance with Article 13(2) of Directive 2011/83/EU on consumer rights.
6. Exchanges
We do not currently offer direct exchanges for orders delivered outside the United Kingdom.
If you require a different size, colour or product, please return your original item in accordance with this policy and place a new order.
New orders are subject to current pricing, product availability and applicable delivery charges.
7. Exceptions to the Right of Withdrawal
Certain products may be excluded from the statutory right of withdrawal, including:
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Goods made to your specifications or clearly personalised.
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Sealed goods unsuitable for return for health or hygiene reasons where the seal has been broken after delivery and the relevant legal exception applies.
Sale items, discounted products and products purchased using promotional codes remain eligible for statutory withdrawal unless a specific lawful exception applies.
Items marked as "Final Sale" are not automatically excluded from your statutory right of withdrawal.
8. Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact info@incarnie.com, quoting your order number and providing photographs where appropriate.
We will review the issue and provide an appropriate remedy in accordance with applicable consumer protection laws.
Where Incarnie is responsible for the issue, we will cover the necessary return shipping costs.
Your statutory rights relating to faulty or non-conforming goods are separate from your right of withdrawal and are not limited to the 14-day withdrawal period.
9. Contact Us
If you have any questions concerning your statutory right of withdrawal, returns or refunds, please contact:
INCARNIE LIMITED
Email: info@incarnie.com
Website: https://incarnie.com
Nothing in this policy excludes, restricts or overrides any mandatory consumer rights available under applicable European Union or national consumer protection legislation.
REST OF THE WORLD RETURNS & EXCHANGES POLICY
At Incarnie, we take pride in creating premium garments designed with purpose. We hope you love your purchase, but if something isn't quite right, we're here to help.
This policy applies to all international orders shipped to countries outside the United Kingdom and European Union.
1. Our 14-Day Returns Policy
We accept returns on eligible items requested within 14 days of receiving your order.
To initiate a return, please visit our online returns portal:
https://incarnie.com/apps/17returns
Enter your order details, select the items you wish to return and follow the instructions provided.
Once your return request has been submitted, you will receive instructions on how and where to send your items.
Returned items must be dispatched within 14 days of registering your return, unless we advise otherwise.
2. Return Eligibility
To be eligible for a return:
- Items must be unworn, unwashed and free of any marks, stains, odours, perfume or signs of use
- Items must have all tags attached.
- Socks and underwear are non-refundable due to hygiene reasons. Personalised or custom-made products are also non-refundable.
- 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.
The following items are excluded from our voluntary returns policy:
- Underwear and socks for hygiene reasons.
- Personalised or custom-made products.
- Products explicitly marked as Final Sale.
- Items purchased through designated sample-sale events where the exclusion was disclosed before purchase.
- Any items purchased in an online sample sale or items marked as final sale are non refundable due to nature of the sale.
We reserve the right to decline voluntary returns that do not meet these conditions.
These exclusions do not affect any mandatory consumer rights under applicable local laws, including rights relating to faulty or incorrectly supplied goods.
3. International Return Shipping
Customers are responsible for arranging and covering the cost of return shipping.
We strongly recommend using a reliable, tracked shipping service, as Incarnie cannot accept responsibility for voluntary return parcels lost or damaged in transit before reaching our returns facility, except where applicable law provides otherwise.
Please note:
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Original shipping charges are non-refundable for voluntary returns.
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Customers are responsible for international return postage.
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Any customs declarations must accurately identify the shipment as returned merchandise.
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Any applicable customs duties, import charges or additional return-related fees are the customer's responsibility.
Please do not send items to our registered business address.
Please return the goods to the address below with a note including your name and order number:
Arlo Fulfillment, Unit 7 Manor Farm Business Park, Beachhampton, Milton Keynes, MK19 6DS, United Kingdom.
4. Returns Handling Fee
A £4.99 handling fee per returned item applies to voluntary returns from countries outside the UK and EU.
This fee covers the administration, inspection and processing of returned merchandise.
The applicable handling fee will be deducted from your refund.
Handling fees do not apply to returns involving faulty, damaged or incorrectly supplied goods where Incarnie is responsible, or where prohibited by applicable consumer law.
5. Refunds
Once your returned items have been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method, normally within 10 business days of inspection.
Please note:
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Original shipping costs are non-refundable for voluntary returns.
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The applicable returns handling fee will be deducted.
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Original customs duties, import taxes and other charges collected by third parties are not refunded by Incarnie unless required by law.
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Refunds will be issued in accordance with your original payment transaction. Any currency conversion differences or fees imposed by your payment provider are outside our control.
Your bank or payment provider may require additional time to process and reflect the refund.
Any mandatory statutory refund requirements under applicable local law will take precedence.
6. Exchanges
We do not currently offer direct exchanges for international orders delivered outside the United Kingdom.
If you require a different size, colour or product, we recommend returning your original item in accordance with this policy and placing a new order through our website.
All new orders are subject to current product availability, pricing and applicable shipping charges.
7. Faulty, Damaged or Incorrect Items
Every Incarnie order is carefully checked before dispatch. However, if you receive an item that is faulty, damaged or incorrect, please contact us at info@incarnie.com as soon as reasonably possible.
When contacting us, please include:
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Your order number.
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A description of the issue.
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Clear photographs showing the fault, damage or incorrect item, where appropriate.
Our customer service team will review the issue and arrange an appropriate resolution.
Where Incarnie is responsible for the issue, we will cover the necessary return shipping costs and provide a remedy in accordance with applicable consumer law.
Faulty or incorrectly supplied goods are not subject to our standard voluntary returns handling fee.
8. Customs Duties & Import Taxes
For international orders, customs duties and import taxes may apply depending on the destination and shipping arrangement.
Where these charges have been collected by customs authorities, carriers or other third parties, they are not refundable by Incarnie for voluntary returns.
You may be eligible to reclaim certain duties or taxes directly from the relevant customs authority, depending on your country's regulations.
Customers returning items internationally must ensure all customs documentation is completed accurately to avoid unnecessary charges or delays.
9. How to Return Your Order
To begin your return:
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Visit our returns portal at https://incarnie.com/apps/17returns.
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Enter your order number and email address.
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Select the item or items you wish to return.
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Follow the instructions provided to arrange your return.
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Package your items securely and send them to the designated return address.
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Retain your tracking information and proof of postage until your return has been completed.
Returns sent without following the appropriate process may experience delays.
10. Your Consumer Rights
This policy provides Incarnie's voluntary returns terms for customers outside the United Kingdom and European Union.
Consumer protection laws differ between countries. Nothing in this policy is intended to exclude, restrict or override any mandatory consumer rights available under the laws applicable to your purchase.
Where local consumer law provides additional cancellation, return, refund or warranty rights, those rights will take precedence over any conflicting provisions in this policy.
11. Contact Us
If you have any questions regarding an international return, refund or exchange, please contact our customer service team.
INCARNIE LIMITED
Email: info@incarnie.com
Website: https://incarnie.com
We aim to make every Incarnie experience seamless, from the moment you place your order to the moment your purchase arrives.