Exchange & Returns

Who We Are?

This Site is owned by Altimus Retailers Ltd, whose registered office address is 209, The Heights, Northolt, England, UB5 4BX. We are trading at 176, High Street Kensington, London, W8 7RG. Our company Registration number is 09515538. You can contact us on 0118 3040 050 and email us on For more details of opening hours please refer to contact us section of our website.

Returns Policy:

Your statutory rights are not affected by our Returns Policy. To the extent that any provision in our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the particular offending provision in our Returns Policy will be deemed inapplicable.

Returns (refunds and exchanges):

We will only issue refund to the same payment method which you have paid through. We dont provide refund to any other mode other than the original method at any time.

If you are unhappy with your item, please let us know. Our Returns Policy gives you 14 days to return or exchange an item bought online or over the phone with a valid receipt, after which we cannot offer you a refund or exchange.

To be eligible for a refund or exchange, goods must be returned in a re-saleable condition. That means your item must be unused and in the same condition that you received it. The item must be in the original packaging and returned with any accessories, labels and "free gifts" or bonus items.

To complete your refund or exchange, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.

But this right is limited to 14 days for ‘distance sold’ and 10 days for good purchased ‘over the counter’ from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later)

After the initial time period, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement.


The following goods can not be returned (whether bought online, instore or over the phone)

  • Products that have been personalized, bespoke, altered or otherwise made to your specification. E.g. customised shoes or orthotics.
  • Perishable goods
  • Underwear, nightwear, thermals and swimwear.
  • Mattresses and sleeping bags
  • Pharmaceutical products
  • Magazines
  • Items trimmed with fur
  • Limited -edition items
  • Millinery and hair accessories
  • Sale / clearance items unless they are faulty and you had not been made aware of the fault
  • For hygiene reasons, any intimate garments such as facemasks, underwear and swimsuits cannot be returned
Refunds (if applicable)

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 calendar days. If you paid for delivery of the goods, the cost of delivery won’t be refunded unless it is authorised by our customer service.

There are certain situations where only partial refunds are granted (if applicable):

  • Books or other paper products with obvious signs of use;
  • Any item not in its original condition, which is damaged or missing parts for reasons not due to our error;
  • Any item that is returned more than 28 days after delivery.
Late or missing: refunds (if applicable):

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

Faulty Returns

Any item returned as faulty within 30 days will be sent to our returns department who will contact you within 30 days. If the product is found to be faulty due to manufacturing Fault, then it will be refunded to customer. If it is found be faulty in nature due to usage of product and wear and tear and for the faults which won’t cover under manufacturing fault will be dealt accordingly by our returns department.

Exchange (if applicable)

We only replace items if they are defective or damaged and we have a replacement available. If a replacement is not available, we will give you a credit note.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return. Shipping.

To return your product, please mail your product to:176 High Street Kensington, London, W8 7RG. with your details and reason for returning.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.


We reserve the right to change our prices immediately if there is any further change in the VAT rate or if there is a major change in the value of the pound against other currencies which could affect some imported items. On the rare occasion that a customer places an order for a product on the website that is displaying an incorrect price, we reserve the right to refund any money paid and cancel any contract of sale in place, if a more suitable agreement cannot be made. Prices on this website ( are web only purchase price and the prices in our retail store may vary.


If you return an item to us outside of the terms of our returns policy and your statutory rights do not apply and we may not refund you. The item may be returned to you at your expense and you will be notified of this and any other charges. If you choose to send the item back to us again, or refuse to accept delivery, this will be deemed as an irreversible instruction for us to dispose of your goods without further notice. This will not constitute any admission that we have failed to honour in full our obligations to you in full and will not constitute any unlawful action against the goods.

Right to cancel

In addition to our Returns Policy, under the Consumer Contracts Regulations, you have the right to cancel your order up to 14 days from the day you receive your goods if you are an online, mail or telephone order customer. You then have a further 14 days from the date you notify the retailer of your cancellation to return the goods. The refund will include any standard delivery charges paid. You will be responsible for the cost of returning a cancelled order tous.

To exercise your right to cancel follow the steps below:

Email with your details and the name and size of the product you would like to return. We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our standard delivery option. You will be refunded to your original method of payment within 14 calendar days of our receipt of the cancelled items or, if earlier, within 14 days from the day we receive proof of return from you. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.