Refund policy

OUR RETURNS POLICY

We want you to be satisfied every time you shop with us online. Occasionally, however, we know that you may want to return items. Our easy returns policy for online orders applies to all of our products except for made-to-order items, jewellery, all seasonally themed items, food products, cosmetics and body products.

Once dispatched to you, we accept the return of items only if they are unworn and are in their original and resaleable condition i.e. clean, intact, with hangers and all tags still attached by their original means, and in the original packaging in which it was sent. Garments that have deodorant stains or odours will not be accepted for return.

Your right to cancel an order starts when you place your order and ends 14 days from the day you receive your goods. If your order consists of multiple goods, the 14 days run from when you get the last item of the order.

If you wish to cancel your order, you must request a return and return the items to us within 14 days of your return approval. We regret that items received after this time will be refused and sent back to you.

If you took advantage of a promotion including free items (for example buy X get Y free, or free X with Y) then the free items must also be returned. If you fail to return your free gift you will be charged for the free items that you have received.

You are responsible for the safe return of products to us, including the cost of doing so. It is recommended that you insure your return parcel in case of loss or damage.

HOW TO SUBMIT A RETURN REQUEST

Click the profile icon in the store's menu, or go to the refund policy or a returns page, and then request a return.

1. Sign in to your account:

  • Go to account.experiencethedifference.co.uk
  • In the "Email" field, enter your email address, and then click "Continue".
  • In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  • Go back to the online store, and then enter a six-digit verification code.

2. Click "Request return" for the order that you want to submit the return for.

3. If your order has more than one item, then select the items that you want to return.

4. Select a return reason and add a note for the store.

5. Click Request return.

Once your return request is approved, you will receive an email with further instructions.

After the items are returned and processed, you will receive a refund.

ONLINE ORDER REFUNDS

UK Orders
If you returned the goods within the timescales above and provided that the terms of this agreement have been met, we will issue a full refund for the price that you paid for the item along with the standard delivery cost. Additional costs for Express Delivery are non-refundable. We will refund you using your original payment method within 14 days of receipt of the items by us.

International Orders

If you returned the goods within the timescales above and provided that the terms of this agreement have been met, we will issue a full refund for the price that you paid for the item. Delivery costs will not be refunded. We will refund you using your original payment method within 14 days of receipt of the items by us.

We will not refund Import Duties & taxes paid in your country if you return your order.

Costs incurred by us through orders being returned due to non-payment of duties and taxes or where the parcel has been refused will be deducted from your refund.

We will endeavour to send you an e-mail to let you know when we have processed your refund.

ONLINE ORDER EXCHANGES

If you wish to exchange your item for another item or size then please request this at the time you request your returns number. We will then dispatch your replacement once your returns have been received.

This returns policy does not affect your statutory rights.

IN-STORE PURCHASES

The above policies apply to mail order purchases only and not to styles already tried on in-store, or purchases made in person at our boutique in Fleet.

For items already tried on in-store or purchases made in person at our Fleet boutique, we offer an exchange or credit note within seven days of purchase. Credit notes are valid for 6 months.

This returns policy does not affect your statutory rights.