Returns & Exchanges
We hope that you love the products that you buy from us, however, we understand that sometimes items which you receive may not be suitable and you may wish to return them.
How to return items
Each order sent by us will contain a returns form. If you wish to return item(s) for a refund, please complete the returns form accordingly.
All item(s) must be returned within 30 days from the delivery date. For a refund, you must return the order within 30 days of receipt to ensure you receive a refund via your original payment method, any returns received after this time frame will be returned to the customer. Please allow up to 14 days for refunds of unwanted/returned items to return to your original payment method; from the date the returned item is received by our returns department.
All customers are entitled to 1 exchange, when returning your order, please state which product you would like in exchange. Exchange items must be less or equal to the value of the item returned.
Only orders returned in full will receive postage costs, up to the value of our cheapest delivery service.
Please ensure that all return postage costs have been paid in full. Any parcels with owed postage charges will not be accepted and therefore no refund or store credit will be processed.
All items must be in an unworn, unwashed and unsoiled condition. Please ensure the item(s) are in their original condition and packaging, with all tags and tamper seals attached. We will not accept returns on lingerie or jewellery that has been damaged or worn. We cannot accept returns if the tamper seals or tags are removed.
Unfortunately, for health and hygiene reasons we are unable to refund or offer store credit on lingerie and jewellery in any of the following circumstances:
(a)The original packaging has been opened or damaged, unless faulty.
(b)The tags are not in place or the tamper seals are damaged.
(c)Tags are removed: underwear/lingerie, control wear, hosiery, girdles, corsets and jewellery.
Our returns address is:
Misfit London (Customer Returns)
Delivery Charges and Timescales
Any returns sent back to Misfit London are at the buyer’s expense. We recommend you use a tracked delivery service to ensure your return reaches us.
For complete order returns for a refund from the UK, we will refund your initial postage cost, up to the cost of our cheapest delivery service (currently £3.99). Any charges beyond this (such as for our express delivery services) will not be refunded. For returns from customers outside the UK, no initial postage will be refunded.
We are unfortunately unable to refund postage if only part of an order is returned.
Please allow upto 14 days from when we receive the item to process the return however. many returns will be processed the day they arrive or the day after.
For returns from outside of the EU the customer must clearly mark on the parcel that it is a return. If you do not do this and customs fees are requested from us the return will not be accepted.
Damaged or Incorrect Items
Although we do everything possible to ensure items are sent in perfect condition, very occasionally items damaged during manufacture may slip through our stringent quality control processes. If an item in your order is damaged upon delivery, please contact us immediately stating that the item in question is faulty, so that we can resolve this issue for you. If you believe you have been sent an incorrect item as part of your order (i.e. an item that differs to the one you ordered), please follow the same process and contact our customer services team as soon as possible. Depending on the circumstances we may ask you to return the item; in instances such as this we will refund your return postage costs.
We regret that if you return a faulty or incorrect item without any prior contact, the return request cannot be accepted and the item(s) will be returned to you (the buyer) immediately.
Free Gift Returns
Occasionally, we may run a promotional offer to give a free gift with your online order when you spend a certain amount of money. When returning a full order for a refund, you must include the free gift with your return. If you do not include the free gift, we'll have to deduct the value of the gift from the value of your refund. If you have any doubts over whether or not you need to return your free gift, please contact our customer service team.
Further Help If you have any queries in regards to the services that we offer, please don't hesitate to contact us. Our friendly team are here to help with any queries that you have.