Refund policy

We hope that you love your Re-loved items; however, we appreciate that sometimes a product may need to be returned if it doesn’t fit or isn’t suitable. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

We want our fashion to be sustainable, which means even reducing the number of vans on the road returning parcels of unwanted clothing. If you would like more details about an item you have your eye on, please get in touch, and we will do our best to provide all the information you need.

Eligibility

All items purchased from Re-loved Timeless Styles (excluding swimwear, lingerie, customized, sale items, and some rare pieces) can be returned, unworn and unused, within 14 days. Your item(s) must be returned in the same condition in which they were received and with the Re-loved barcode label attached.

Initiating a Return

If you have an account with us, simply log on to reloved.co and navigate to the ‘Orders’ tab in your account details. Identify the item(s) you would like to return, specify the reason for the return, and the amount will be credited as store credit. If you used the guest checkout option, email us at office@reloved.co with your order number, name, and the pieces you would like to return.

Return Instructions

Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Please be aware that all returns are at the customer's own expense. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at office@reloved.co

Return Window

It is your responsibility as a customer to ensure that your parcel reaches us within the 14-day returns window. Returns received outside of this timeframe may not be processed, and you will be charged a shipping and admin fee if we have to send the item back to you.

Responsibility for Safe Return

You, the customer, are responsible for the safe return of the product. This includes any mishandling, damage, or loss from receiving the product to its delivery back to us. We recommend using a trackable shipping service to ensure your return reaches us safely.

Restocking Fee:

A 5% restocking fee will be deducted from your refund to cover processing and handling.

Processing Refunds

Once we receive and inspect your return, we’ll process your refund (minus the restocking fee) to your original payment method. Refunds will be issued to the original bank method used at checkout. Please note that this process can take up to ten working days.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

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.