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Returns & Exchanges
Returns and Exchanges
If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection (Distance Selling) Regulations 2000. Please see our cancellation terms and conditions here.
Alternatively, you can choose to return or exchange items. Simply follow these steps:
Please note you have 7 days to notify us of your intent to return or exchange your items after you receive your order. You should then return the items to us within 7 days of notifying us of the return / exchange.
Exchanges are only offered for different sizes of the same item. If you wish to exchange to a different item, you can return the item for store credit and purchase the new item separately.
Exchanges are free of delivery charges if you are based in the UK, otherwise delivery charges will apply. If you are based outside the EU you will have to pay taxes and duties.
When returning your items, you can choose between a card refund to the original payment card or store credit (valid for 1 year).
Your refund excludes delivery costs (unless goods were delivered faulty or order was cancelled under the DSRs), which will be automatically deducted from the amount refunded to you.
If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes will not be refunded. However, you may be able to recover these by contacting your local customs bureau directly.
Please note, card refunds can take up to 10 days to show on your statement due to the processing times between card issuers.
Our Return Policy
Please return all items with the original order number to allow us to identify them. Unidentified returns may be returned to the sender.
Items should be returned unused and with all Then and Now and designer garment tags still attached. Returns that are dirty or damaged may not be accepted and may be sent back to the customer and/or a refund refused.
All designer packaging such as boxes, authenticity cards, dust bags, and leather tags should be included with your return. Please email us at firstname.lastname@example.org if any of your items arrived without Then and Now tags.
Items should be returned from the same country to which they were delivered.
We will offer you a refund of the full purchase price, including delivery cost, or an exchange for the same item and same size (subject to availability), if goods have been delivered with a fault. Please see details here.
Where possible, we will offer to repair faulty items. If it cannot be repaired or replaced, you are entitled to a full refund.
Items that are damaged as a result of normal wear and tear are not considered to be faulty.
Shoes should be tried on a smooth surface to avoid wear signs. Shoe boxes are considered part of the product and should be treated with care. Returns may not be accepted if the shoes show signs of wear or if the show box is damaged.
Underwear and Swimwear
Briefs, thongs, boxer shorts, swimming shorts, swimming costumes and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Returns may not be accepted if this strip has been removed or if items are stained.
We have made every effort to accurately display the items that appear on Then and Now. However, we cannot guarantee that images and colours are completely accurate.
Returning Your Purchase and Arranging Collection
When you request to return a purchase, you will receive an email with full details of how to proceed with returns, which can also be found in the note attached to your order.
Simply let us know you would like to return an item within 7 days of receiving your order and send it back to us within 7 days of notifying us.
To send your item back within the UK, please book a free collection with DHL by calling +44 (0)844 248 0844 and quote our account number. The account number is provided on the note attached to your order and also on the email approving the return or exchange.
Fill in the return forms that you had received with your order and include it in your parcel. Please leave the parcel open so the driver can check the contents.
Please note you can return items to us via other means, however we recommend you use a reliable postal service or courier that will provide you with a tracking number and insure your goods. The parcel will be your responsibility until it reaches us.
All international customers must pay for their goods to be returned to us unless otherwise indicated.
You will be notified by email once your return has been received and processed.
Address for Returns:
Wembley Point, Suite 4A, 15th floor, 1 Harrow Road, Wembley Middlesex HA9 6DE