RETURNS POLICY

• What is the Returns Process?
• Can I exchange my order?
• When will I be refunded?
• Can I cancel or amend my order once it has been placed?
• What happens if I return an order that used Loyalty Points?
• What happens if I return an order that included a Free Gift?
• What items can I return?

What is the Returns Process?

Re-pack the item(s) you want to return into the same box/bag and provide the information below to our customer service team ([email protected]) who will then organise your return.

• Name
• Order Number
• Full Collection Address (if applicable)
• Telephone number
• Email Address
• The SKU of the item(s) you are returning (this will consist of 4 numbers with a letter at the end and can be found on your delivery note).
• Please tell us if you want a collection from an address of your choice, or if you’d like to drop it off at a service point. If collection, please give details of ideal date and time, as well as any instructions for the courier. They will then organise a collection from an address of your choice, or a drop off via a service point. Please click here for more information. (https://www.yodel.co.uk/returns/brooktaverner)

Can I exchange my order?

We do not offer exchanges for orders made in the USA. If you would like to swap an item, please go through the refund process as outlined above, and then purchase the new item(s) from the website as normal.

When will I be refunded?

All refunds will be made upon receipt of the returns, however please allow up to 14 days for refunds to be processed. You will be notified by email once the goods have been received and have been refunded. A full refund will be made, if the products are received back in good condition.

Can I cancel or amend my order once it has been placed?

Unfortunately not but if you do receive any items you no longer require or that are incorrect, you can simply return them free of charge under our no quibble guarantee for a refund, as above. If you have any problems or queries regarding your order after it has been placed, you can contact our customer service team via e-mail [email protected] or our live chat service.

What happens if I return an order that used Loyalty Points?

If you use loyalty points on an order and then return for a refund the loyalty points will be put back onto your account. Also if loyalty points are accrued from an order that is returned then we will reduce your loyalty points to reflect this.

What happens if I return an order that included a Free Gift?

If, when ordering, you were given a free gift because you achieved the required threshold at checkout and then subsequently return the order, the free gift will need to be returned with the other products. If the free gift is not returned then you will be charged the full price of the free gift and any other associated costs, including postage if required.

What items can I return?

You can return any unworn garments with the original tags attached, within 3 months of purchase, and we will refund you no questions asked. Please note that we will not be able to refund trousers where the leg length has been altered to less than 29.5", or accept garments that have been worn, or no longer have the original tags attached.