Requesting a return
Contact Runway1030@outlook.com within 30 calendar days of receiving your order. Include your order number, the items you wish to return and the reason. For damaged, incorrect or faulty items, include clear photographs where possible. This return policy is additional to any rights you have under applicable consumer law.
Condition of returned clothing
For a change-of-mind return, clothing must be unworn, unwashed and unaltered, with its original tags attached and in suitable packaging. Trying an item on carefully indoors is permitted. Clothing showing wear, stains, odours, damage or missing tags may not qualify for a change-of-mind return. These conditions do not exclude a remedy for a defect or an incorrectly supplied item.
Return instructions and address
Please contact customer care before sending anything back. We will provide the authorised return address and instructions for your specific order. The company office shown in our footer is a correspondence address and is not an automatic returns destination. Keep proof of postage and use a trackable service.
Who pays return shipping
For a change of mind or a size selection that does not suit you, you pay the return shipping cost. For an item we supplied incorrectly or a confirmed fault, we will arrange an appropriate remedy and cover reasonable return costs agreed with you in advance. Please do not pay for an expensive return service without contacting us first.
Assessment and refund timing
After receiving the return, we aim to assess it and communicate the decision within 5 business days. An approved refund of a payment actually received will be initiated to the original payment method within 5 business days after approval. Your bank or payment provider may need an additional 5–10 business days to show the credit. No payment was taken for an order that remains pending payment, so such an order requires cancellation rather than a monetary refund.
Original shipping and exchanges
Original delivery charges are generally not refunded for a change of mind, except where applicable law requires otherwise. If we supplied the wrong item or a confirmed fault requires a refund, reasonable applicable delivery charges will also be considered. We do not offer automatic exchanges: contact us to arrange the return and place a separate order for the preferred size or item.
Problems with your order
Please report a damaged parcel, missing item or delivery issue to Runway1030@outlook.com as soon as reasonably possible so we can investigate. Keep the packaging until the issue is resolved. Do not send payment details or full card numbers by email.