Refund policy

RETURNS & REFUNDS

Last updated: 31.08.2026

We want you to keep what you ordered. If you don't, this page explains exactly how to send it back and what happens next.

THE SHORT VERSION

  • 14 days from delivery to tell us you want to return something.
  • 14 more days to actually post it back to us.
  • Items must be unworn, unwashed, with tags attached.
  • You pay return shipping, unless the item is faulty or we sent the wrong thing.
  • Refunds go back to your original payment method within 14 days of us receiving the return.

1. RETURN WINDOW

You have 14 days from the day your order is delivered to notify us that you want to return all or part of it.

Once you've told us, you have a further 14 days to send the item back. We recommend using a tracked service — until the parcel reaches us, it's your responsibility.

2. CONDITION OF RETURNED ITEMS

To be accepted, items must be returned:

  • Unworn and unwashed
  • Free of marks, stains, deodorant, fragrance, smoke and pet hair
  • With all original tags still attached
  • In their original packaging

You're welcome to try a piece on to check fit and appearance, the same way you would in a shop. If an item comes back showing wear beyond that, we may reduce your refund to reflect the loss in value, or return the item to you.

3. LIMITED EDITION RELEASES

Items marked Limited Edition are produced in a single run and are not restocked. Where local law permits, these are sold as final sale and are not eligible for change-of-mind returns.

This does not apply to you if:

  • You are a consumer in the European Union or United Kingdom — your statutory 14-day right to cancel applies to every item, including Limited Edition releases.
  • You are a consumer in Ukraine — your rights under the Law of Ukraine "On Protection of Consumer Rights" apply in full.

And it never applies to faulty items. If a Limited Edition piece arrives damaged, defective or not as described, you are covered under Section 8 wherever you live.

Final sale status is stated clearly on the product page before you buy. If it isn't stated, the item isn't final sale.

4. HOW TO START A RETURN

Email help.upsize@gmail.com within 14 days of delivery with:

  1. Your order number
  2. Which item(s) you're returning
  3. Whether you want a refund or an exchange
  4. Photographs, if the item is faulty or incorrect

We'll reply with a return authorisation and the address to send to. Please don't send anything back before you've received that — unauthorised returns can't be tracked against your order and may be refused.

5. RETURN SHIPPING

Change of mind: you pay for return shipping. Cost depends on your country and carrier; we don't set it and can't estimate it for you.

Faulty, damaged or wrong item: we pay. We'll either send a prepaid label or reimburse your postage against a receipt.

International returns: please mark the parcel clearly as "RETURNED GOODS — NO COMMERCIAL VALUE" and include the original order number on the customs declaration. Parcels sent without this may be charged import duties on arrival; we can't accept parcels where duties are billed to us, and they will be returned to sender.

6. REFUNDS

Once your return arrives and passes inspection, we'll refund you within 14 days to your original payment method. Bank processing usually adds a further 3–10 business days.

What we refund:

  • The full price you paid for the returned item(s)
  • Standard outbound shipping, if you return your entire order and you're a consumer in the EU, UK or Ukraine

What we don't refund:

  • Return postage on change-of-mind returns
  • The difference if you chose an express or upgraded shipping option — we refund the standard rate only
  • Import duties, customs charges or taxes levied by your country. These are set and collected by your government, not by us. You may be able to reclaim them directly from your local customs authority.

7. EXCHANGES

We exchange for a different size in the same style, subject to availability.

Because our runs are small, we can't hold stock while your return is in transit. If your size sells out before your parcel reaches us, we'll refund you instead and tell you as soon as we know.

We don't exchange across different styles — return the original for a refund and place a new order.

8. FAULTY, DAMAGED OR INCORRECT ITEMS

If something arrives faulty, damaged in transit, or simply isn't what you ordered, email us at help.upsize@gmail.com with your order number and clear photographs.

We'll cover return shipping and, at your choice, replace the item or refund you in full including all shipping costs.

This is separate from the 14-day return window above and separate from final sale status. Your legal rights in respect of faulty goods are longer and are not affected by anything on this page — in the EU that is a minimum two-year legal guarantee, and comparable statutory protections apply in the UK and Ukraine.

9. ITEMS WE CAN'T ACCEPT

  • Items returned after the 14-day notification window has closed
  • Items returned without prior authorisation
  • Items that are worn, washed, altered, or missing tags
  • Made-to-order or personalised pieces, unless faulty
  • Gift cards

10. ORDERS THAT DON'T ARRIVE

If tracking shows your order as delivered but you haven't received it, contact us within 14 days of the delivery date and we'll open an investigation with the carrier.

If a parcel is returned to us because the address was wrong or incomplete, or because nobody was available to receive it, we'll refund the item cost minus original shipping. Reshipping is charged at standard rates.

11. YOUR STATUTORY RIGHTS

Nothing in this policy reduces or replaces the rights you have under the consumer law of your country. Where our policy and your statutory rights differ, your statutory rights apply.

  • European Union: 14-day right of withdrawal without giving a reason, under the Consumer Rights Directive (2011/83/EU), plus a minimum two-year legal guarantee on goods.
  • United Kingdom: 14-day right to cancel under the Consumer Contracts Regulations 2013, plus rights under the Consumer Rights Act 2015.
  • Ukraine: rights under the Law of Ukraine "On Protection of Consumer Rights", including the right to exchange or return goods of proper quality within 14 days where the item is unused, retains its presentation and tags, and proof of purchase is provided.
  • Elsewhere: whatever your local consumer law provides, in addition to this policy.

12. CONTACT

UNDFND

Returns and general enquiries: help.upsize@gmail.com We reply within 2 business days.

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