Returns & Refunds

How to return

To create your return, please click HERE

Once on the next page, please enter your Order Number, beginning with "BT" and your ZIP CODE to create/find your return information.

Standard return timeframe

You’re more than welcome to return your unwanted item(s) back to us, following our terms and conditions below. Please take a look to ensure your return is accepted and processed within our returns policy.

Orders must be returned back to us within 14 days for our customers to receive a refund.
This timeframe is from the date your order is shipped. We don’t accept returns for unwanted items after our relevant returns period.

Original condition

Hygiene and customer safety is really important to us, therefore please do your best to try on, handle and repackage items with care. Items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to cleaning charges or refusal.

For any items that contain multiple parts such as multipacks and 2-part sets, all parts must be returned within the same return parcel to qualify for a refund pending QC inspection of the returned items. Failure to return these items together may lead to refusal.

Non-returnable items

Whilst returns are an important part of the retail process, not all items can be returned back to us. Our non-returnable items include Socks, Face Masks, Headbands, Hair Accessories, Fitness Equipment and Water Bottles. We do require hygiene stickers remain intact, failure to do this will result in the item being non-returnable.
Any purchases at a pop up or sample sale are final and returns are not accepted.

Processing time

We aim to process all returns within 25 days of delivery to us, providing there are no issues with the return. Refunds will be processed back to your original method of payment.

We'll email you once we've received and processed your return.

Unreasonable claims / fair use policy

Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered.

If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company.

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up securely and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you retain your proof of postage in case you need to contact us about your return. We're not responsible for any items that are returned to us by mistake. If we're able to locate them (which is not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.