Returns & Refunds
The short version: you have 14 days to send something back, unworn and with tags on, and you’ll get a full refund to your original payment method. If we sent you the wrong item or something arrived damaged, we cover return shipping — otherwise that cost is on you.
Your right to cancel (EU customers)
If you’re shopping from the EU, you have a legal right to cancel your order within 14 calendar days of receiving it, no reason required, under the EU Consumer Rights Directive. Conditions for a return
To be accepted, an item must be:
- Unworn, unwashed and undamaged
- In its original condition with all tags and labels still attached
- In its original packaging, where possible
- Accompanied by your order number or proof of purchase
Items returned worn, washed, altered, or without tags will be sent back to you and won’t be refunded.
What can’t be returned
- Gift cards
- Items marked Final Sale or Limited Drop — Final Sale at checkout
- Underwear, swimwear or other items marked non-returnable for hygiene reasons (if and when we sell those)
Everything else — including regular sale/discounted items, unless explicitly marked Final Sale — can be returned under this policy.
How to start a return
- Email [returns@idnty.example] with your order number and which item(s) you’re returning.
- We’ll send you a return authorization and the return address.
- Pack the item securely with the original tags attached and ship it back within 30 days of delivery.
Please don’t send items back without contacting us first — unauthorized returns may be delayed.
Who pays for return shipping
- Changed your mind / wrong size: you cover the cost of shipping the item back to us. We recommend a trackable, insured shipping method — we can’t refund an item that gets lost on its way back to us.
- Wrong item, defective item, or damage in transit: we cover return shipping in full, no questions asked.
Refunds
Once your return arrives, we inspect it within 2 business days and email you to confirm it’s approved. Your refund is then issued to your original payment method within 14 days of us receiving the item back — in practice it’s usually much faster. Your bank or card issuer may take a few extra business days to show it in your account.
Original shipping costs are refunded only if the return is due to our error (wrong or defective item).
Exchanges
Want a different size or colour instead of a refund? Email us and we’ll do our best to swap it, subject to stock. If the size/colour you want has already sold out, we’ll refund you instead — drops are limited and don’t get restocked.
Faulty, damaged or wrong items
If something arrives damaged, faulty, or isn’t what you ordered, email us within 14 days of delivery with photos of the item and packaging. We’ll cover return shipping and send a replacement or a full refund, your choice.
International orders
Duties, taxes and customs fees paid on delivery are set by your country and are not refundable by us. Returns from outside the EU may take longer to reach us — we still honor the 30-day window from your side, just get it in the post before then.
Order cancellations
Changed your mind before it’s shipped? Email us right away — if the order hasn’t left our warehouse yet, we’ll cancel and refund it in full, no return needed. Once it’s shipped, the standard return process above applies.
Need help?
Contact us at [returns@idnty.example] for anything related to returns, refunds or exchanges — we usually reply within [1–2 business days].