Return to Store
Please ensure that you request your return online first, see below.
To start a return, use our online Returns Portal. Click Here
Please ensure that you bring your packing slip with you. Our store team will require this to obtain your order information and confirm your return or exchange.
If we notice an unusual pattern of returns activity or excessive returns outside of our usual returns rate:
- We suspect someone is actually wearing their purchases and then returning them.
- Ordering and returning multiple sizes of the same item (size sampling).
- Items being returned which don't match what was ordered.
- We suspect that you have repeatedly purchased excessive items to take advantage of free delivery or any other incentive or discount for which your order would not have qualified for, with the intention of returning items.
Then we might have to consider refusing future service to you.
If this happens to you and you think we've made a mistake, please get in touch with Customer Services and we'll be happy to discuss it with you.
If in the unfortunate event that we decide to take this action, then please note that we have considered carefully the impact of this action and advise you that these decisions are made on the basis of actions which have contravened our fair use policy on returns.
Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.
Exchanges (Store Returns)
We will accept the return of items in exchange for the same item of a different size, style or colour. We do not accept exchanges for an alternative item from a different product range.
Refunds (Store Returns)
We will notify you once our website team have 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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please note: Our Stores do not have the facility to perform a refund for website orders, and will not be able to refund via cash or electronic payment method.
Damages and issues
Please inspect your order upon receipt and contact us within 24 hours if the item is defective, damaged, missing or if you receive the wrong item, so that we can evaluate the issue and make it right. Unfortunately, if you do not contact us within 24 hours we cannot review your claim. You can contact us by emailing firstname.lastname@example.org or click here.
Exceptions / non-returnable items
Unfortunately we do not accept returns, on any underwear or swimwear items at any time due to hygiene reasons. Such items cannot be returned unless faulty or an incorrect size or style is sent. 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.
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.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please be aware, during periods of lockdown where Shush stores are closed, we can only accept returns to store by appointment at our Bellevale store.
You can always contact us for any return question at email@example.com.