Once your return is on its way back, here is what happens.
When the brand refunds
The brand refunds you within 3 working days of the parcel arriving with it, or within 10 working days of you adding the tracking number where the carrier does not tell us it arrived. If the brand does neither, we refund you automatically. Either way, you are refunded within 14 days of the item reaching the brand. If the brand disputes a return, for example that it did not arrive back, we look at both sides and decide.
When the money arrives
Refunds go back to the payment method you used. How long it takes to show depends on your bank:
- Credit or debit card: 5 to 10 business days
- Apple Pay / Google Pay: 3 to 5 business days
If your refund has not appeared after 10 business days, contact your bank first. If they cannot help, contact us from the help centre with your order number.
What is refunded
We refund what you paid for the items you return. If you bought a prepaid return label from us for a change of mind, its cost comes off the refund. When you return a whole order for a change of mind within the 14 days, the standard delivery charge you paid is refunded too (not the extra cost of faster delivery). When a whole order comes back because it is faulty, damaged or wrong, the delivery charge you paid is refunded.
ORUS credit
If you paid using ORUS credit at checkout, the credit amount will be restored to your account balance when the refund is processed.