Refund policy
You may request a return within 30 days of receiving your order.
Returned items should be:
- Unworn and unwashed
- In their original condition
- Free from marks, scents, pet hair or other signs of wear
- Returned with any original tags and packaging where reasonably possible
To request a return, please contact us at [YOUR EMAIL ADDRESS] with your order number and the item(s) you would like to return.
Please do not send items back without first contacting us.
RETURN POSTAGE
For change-of-mind returns, customers are responsible for the cost of returning the item.
We recommend using a tracked postal service, as we cannot accept responsibility for returned parcels that are lost in transit.
If your item is faulty, damaged or you have received the wrong item, please contact us before returning it. Where appropriate, we will arrange or reimburse reasonable return postage.
REFUNDS
Once your return has been received and checked, we will let you know that your refund has been processed.
Approved refunds will be returned to your original payment method.
Please allow additional time for your bank or payment provider to process the refund.
Where an entire order is cancelled in accordance with your statutory cancellation rights, any standard delivery charge paid will also be refunded. Additional costs for upgraded or express delivery are not refundable beyond the cost of our standard delivery service.
We reserve the right to reduce a refund where returned goods show handling or use beyond what would reasonably be necessary to inspect the item.
EXCHANGES
If you would like a different size or design, please contact us at [YOUR EMAIL ADDRESS].
Where a direct exchange is not available, we may ask you to return the original item for a refund and place a new order.
FAULTY OR INCORRECT ITEMS
Every Cults & Pacts order is checked before dispatch.
If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible with:
- Your order number
- A description of the issue
- Clear photographs where appropriate
We will work with you to resolve the issue as quickly as possible.
CANCELLING AN ONLINE ORDER
UK customers have statutory cancellation rights for qualifying online purchases.
These rights are separate from our 30-day returns policy and are not affected by anything stated above.
QUESTIONS?
If you have any questions regarding a return or refund, please contact:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at marie442@hotmail.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at marie442@hotmail.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at xxxx