We have one of the most generous Returns Policies in the industry. You can return your item to us for a refund, or exchange it for a different size or another item of equal value within 45 days from the date of delivery.
For circumstances that aren't covered by this policy, please email our Customer Services at: firstname.lastname@example.org
How Do I Return Something?
We have teamed up with ReBOUND to make returning items to us as stress-free as possible.
If you want to exchange it for a completely different item, please place a new order and request a refund for the unwanted item. This is the quickest and most efficient way for you to get your replacement goods.
We have partnered with ReBOUND to offer a subsidised returns in over 28 countries meaning you can get your return parcel back to our HQ up to 45% cheaper than going to your local post office.
List of Returns Countries
For all other countries
You should consider the costs of returning the item to the UK and the additional time it may take for your return to get to us when purchasing. You will need to still book your return through the ReBOUND service but will then need to organise shipping with your local post office or courier.
Conditions of return
We insist that all items are returned to us in original, resaleable condition in order for us to process refunds or exchanges. With the exception of faulty items, the following conditions apply:
- Clothing must be clean and unworn (other than to try on) with all tags attached and all original packaging.
- All clothing must be free of human hair, pet hair, makeup, deodorant product or smoke smell.
- Clothing should be reasonably folded when returned into its original packaging.
- Caps and beanies and other forms of casual headwear must not be worn beyond trying on if you plan to return them.
- All items of headwear must be returned with all original tags attached, plus all original packaging.
- Shoes must not be worn outside.
- If you plan to return your shoes, do not continue to wear them.
- Shoes must be returned in their original box with all tags attached.
- Please place the shoe boxes inside a bag or wrapped before returning. We are unable to re-use boxes that have been taped up.
- We reserve the right to refuse the refund of shoes that have been deliberately damaged so as to appear faulty.
Underwear / Earrings
- For hygiene reasons, we cannot accept the return of any underwear, boxer shorts, socks, or earrings. Please ensure that you choose your size and style carefully as we cannot offer exchanges or refunds for these items.
- We will accept the return of bikinis if the hygiene strip is still in place. We suggest trying them on over your own underwear first before deciding if you will keep them.
Extra Large Items eg: Bikes & Skis
- Items should be returned unused and in perfect condition.
- Your item should be returned complete and in the same box it was received in.
- Your item should be in the same condition as received.
Our faulty returns policy covers your product from 30 days to 12 months depending on the item and manufacturer. Each return will be dealt with as an individual case.
If you believe your product is defective please contact Customer Services at email@example.com explaining the fault and supply supporting photography of the item which show the defect/s. We will then send this information onto the suppliers and contact you once we hear from them. If our suppliers accept your claim, we will ask you to return the goods back to us. Please inform us of the defect as soon as you can and do not continue to use the item as this may affect our assessment. If we deem your product faulty we will replace or refund the item and refund your postage costs.
Processing Refunds And Exchanges
Please allow 3-5 working days once your item has reached us to process returns.
- All refunded will be credited to the original payment method that was used to place the order. Transactions can take 3-5 working days to appear in your account.
- Please ensure that all your details are up-to-date as we may need to contact you regarding returns. All email communication will be through the address you used to create your FreestyleXtreme account.
- If your exchange item costs less or more than your original item, we will credit your account or request extra payment as appropriate.
- Your first exchange item will be sent free of charge but any consequent returns from the same order will require you to pay the postage costs. Any exceptions to this will be at our discretion.