Customer Support
Returns & Refund Policy
At Yours Truely, we want you to feel confident shopping with us. Please read the policy below for information about eligible returns, refunds, exchanges, and order cancellations.
1. Return Eligibility
Return requests should be submitted within 7 days of delivery. To be eligible, products must be unused, unworn, unwashed, and returned in their original condition with tags and packaging intact.
Items that have been worn, washed, altered, damaged after delivery, or returned without their original tags may not be eligible.
2. Non-Returnable Items
Some products may not be eligible for return for hygiene or other reasons. Any applicable exclusions will be stated on the relevant product page.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, contact our support team within 48 hours of delivery. Please include your order number and clear photographs showing the issue.
4. Refunds
Returned products will be inspected after they are received. We will notify you whether your refund request is approved. Approved refunds will be processed to the original payment method where possible; the time taken for the amount to appear may depend on your bank or payment provider.
5. Exchanges
Exchanges depend on stock availability. Contact our support team with your order number and the item you would like to exchange, and we will advise you on the available options.
6. Return Shipping
Return shipping charges may apply unless the item is damaged, defective, or incorrect. Our support team will confirm any applicable charges and the return process before you send the item back.
7. Order Cancellations
Please contact us as soon as possible if you want to cancel an order. Cancellation may be possible before dispatch. Once an order has been dispatched, it may no longer be possible to cancel it.
8. How to Request a Return
Contact us using the contact details published on our website. Share your order number, the reason for the return, and photographs where relevant. Our team will guide you through the next steps.
9. Contact Us
For help with a return, refund, exchange, or cancellation, please use the customer support contact details listed on the Yours Truely website.