Returns & refunds

You can return any item within 30 days of the day it was delivered to you. Items must be unused, unwashed and unworn, with the original tags and packaging still attached, and in the condition you received them.

You may try an item on at home the way you would in a shop. Please don't remove the hygiene sticker on underwear, swimwear or earrings, and don't wear or wash an item before deciding to return it.

1. Email returns@northwindapparel.example with your order number, the item you want to return and the reason.
2. We reply with a return authorisation number and the address to send the parcel to. Please don't send anything back before you have that number.
3. Pack the item securely, write the authorisation number on the outside of the parcel, and post it within 14 days of getting your number.
4. Use a tracked service and keep the receipt. You are responsible for the parcel until it reaches us, so tracking is your proof that it was sent and delivered.

For change-of-mind returns, you pay the cost of sending the item back. If the item is faulty, damaged, incorrect or arrived incomplete, we pay: tell us within 30 days of delivery and we'll send a prepaid label.

Original shipping charges are refunded only when the whole order is returned because of a fault on our side.

Once your parcel arrives and passes inspection, we process the refund within 2 business days. It then takes 5–10 business days to appear on your original payment method, depending on your bank. We refund the price you paid plus any shipping you paid on the returned item. We don't charge a restocking fee.

You'll get an email when the refund is issued. If 10 business days pass after that email and the money still isn't showing, contact us and we will trace it with our payment provider.

Want a different size or colour? Start a return for the item you have and place a new order for the one you want — the new order ships straight away instead of waiting for your parcel to reach us.

• Gift cards and store credit.
• Items marked final sale or clearance final in the listing.
• Personalised or made-to-order items, unless they are faulty.
• Items returned more than 30 days after delivery.
• Items that are used, washed, damaged or missing tags.

Contact us before sending anything back and include a photo of the fault. We'll either refund you in full, replace the item, or send a prepaid label, whichever you prefer. This doesn't affect your statutory consumer rights.

If you cancel before the order is dispatched you get a full refund and pay nothing. Once an item has been dispatched, the return process above applies.

You have a 14-day right of withdrawal from the day you receive your item, on top of the 30 days above. To use it, notify us in writing before the 14 days are up and send the item back within 14 days of notifying us. We refund within 14 days of receiving the item or of you proving you sent it, whichever comes first.