If you are not 100% satisfied with the item(s) you have ordered, we will give you a full refund provided that you return the item(s) to us within 30 days of receipt and in a re-saleable condition - i.e. in their original packaging, unworn, unwashed and complete with their original labels.
We reserve the right to refuse a refund for items returned that are not in a re-saleable condition.
You do not need to inform us before you send us a return.
For items purchased using Paypal or Amazon Payments please see returns and exchange information HERE
If we have made a mistake on an item sent to you, or it is faulty, damaged or of unsatisfactory quality, we will refund the delivery charges that you have paid to receive that item – unless it was sent to you with other items that you are not returning for any of the reasons above.
We will only refund the price of the item to the purchaser once it is received by us. Please allow up to ten working days for items to reach us, and a further five days for the credit to show in the purchaser’s account.
Products we are unable to Refund
Underwear and jewellery for piercings cannot be returned for hygiene reasons. This will be indicated along with the product information on our website.
These conditions do not affect your statutory rights.
UK Returns - In Store
Returns can be made to any Hector Russell store * **
As long as it is within our returns policy guidelines, simply take the dispatch note and the product you wish to return or exchange to your nearest store and tell the sales assistant you bought it online. The assistant will be happy to either process your refund via the original payment method, or help you find an alternative product. Exchanges for goods at same or greater value (on payment of difference) can be made.
* Returns cannot be made within our concession stores or our factory outlet stores.
** Stores may be unable to refund postage costs or other associated costs. Please contact us for details or return by Free Post.
UK Returns - Returns Via Free Post
You will find a prepaid returns label and instructions enclosed with your order. You must complete the Returns Note attached to the Dispatch Note indicating the quantity you are returning and the reason for the return.
Keep details of goods returned, together with the remaining part of the Dispatch Note and Proof of Return Document, until you have received your refund, in case of the unlikely event of returned goods being lost in transit.
Please allow up to ten days for your goods to reach us.
UK Returns - PayPal & Amazon Payments
Goods purchased using PayPal or Amazon Payments may be exchanged in store, however refunds cannot be processed.
For refunds, please follow the returns process above to receive a refund by using our Free Post service (UK Only).
Items may be returned to us within 30 days from the date of despatch for a refund. All return postage costs are the responsibility of the customer. Address your package to:
Hector Russell Online Returns
Treforest Industrial Estate
Refunds will only be processed on items returned within 30 days.
All refunds will be made back to the payment card which was used to pay for the original order.
We are unable to offer credit notes.
We only offer exchanges in our standalone UK stores.
We do not offer an exchange service via the post.
If you would like an alternative item or size, please return the unwanted item(s) and place a new order for the item(s) which you would like. We will refund you for the returned items as per our standard policy.
Lost the Original Returns Paperwork?
If you no longer have the pre-paid free returns label please address the package to:
Hector Russell Online Returns
Treeforest Industrial Estate
Please make sure that you include the following information:
- Order number
- Name and address, including postcode
- Contact telephone number
- Email address
- Reason for return:
- Too small
- Too big
- Wrong colour
- Damaged on receipt
- Wrong item received
- Not suitable
Write the order number on the top left-hand side of the packaging to help us to identify your parcel at our warehouse.
You will need to pay for the postage yourself.
Can I return an unwanted gift?
All orders can be returned by following the standard return policy and the return instructions on the dispatch paperwork. However, please note that our returns process is automated and the original purchaser will receive all of the standard notification emails for any return or refund requested.
If you request a refund, it will be made to the original payment card. We are unable to offer credit notes.
Unwanted gifts can be returned to your nearest store with the Dispatch Confirmation for an exchange only.