Return and Refund Policy
Click here to process a return
Our policy for returns lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To be specific, it must meet the following criteria:
- All tags must be attached
- All accessories must be included (i.e., belts, etc.)
- No perfume or other scents
- No human or animal hair
- No rips or tears
- Nother signs of being worn
- All original packaging and hangars must be included
- No COD (Cash/Check on Delivery) packages will be accepted
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Though we do our best to accommodate all reasonable returns, failure to return merchandise as listed above may result in the return being rejected and returned to the customer without credit. You will be contacted via phone and/or email if your return is being rejected. Your return will be sent back to the shipping address on your original order. You may also be charged a £10 rejection processing fee for all rejected returns.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
A refund may not show up until your credit card's next monthly billing cycle. You will be notified via e-mail when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
Late or missing refunds (if applicable)
If you have been granted a refund, but haven’t received it yet, first check your bank account again a few times before contacting us.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Sale items (if applicable)
Any items bought during a sale can however be exchanged on credit.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
Returns - Shipping
If you are inside the UK please use the Collect Plus label that will follow via email after completing the returns form, to return your item. Shipping is completely free if you use the Collect+ service.
However, if you do not use the provided Collect+ returns process, you will be responsible for paying for your own shipping costs for returning your item. Non Collect+ shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If however, your return warrants any reimbursement of shipping costs, we cannot reimburse you for an amount greater than your original shipping cost.
Also, if you are not using Collect+, and you are shipping an item over £40, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, and are not responsible for any returned packages that are lost in transit.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you're outside of the UK, please return to the following address using your own shipping carrier:
Afterglow, Unit 6, 41 Kensington Gardens Square, London, W2 4BQ, United Kingdom
You are responsible for all duties or taxes. If you return an item or refuse an item and we are charged a tax, that duty or tax amount will be deducted from your order total before we credit your account. We cannot process exchanges for International orders.
Shipped items that are either refused by the customer or cannot be delivered by the carrier, will be returned to Afterglow and you will be credited for the product cost and tax, less shipping and handling Customer will be required to place a new order and will be responsible for any associated shipping charges.
International: You are responsible for all duties and/or taxes. If you refuse an item and we are charged a duty and/or tax, that duty and/or tax amount will be deducted from your order total before we credit your account.
For more on our shipping policy, click here.
Please email firstname.lastname@example.org if you have any other questions or queries.