Returns

How do I return my order?

Although we hope you love your order, there may be times when you need to return items to us. Good news our returns are now paperless, we use a trackable service with our returns partner SWAP.

Please follow the steps below to produce your Returns label or QR barcode.

• Click here to go to our Online Returns Portal.
• You will be asked to enter your order number (e.g. SHE123456 ) and delivery postcode, please have these ready, they will be on your order confirmation email.
• Select the item(s) that you would like to return, and the returns reason.
• Select your chosen return method and drop off location (a printer may be required)
• Our SWAP partners offer multiple return courier services, both paid and FREE return options, depending on your location. Select your preferred service when you register your return
• If your return is a paid for service, complete payment in the SWAP portal.
• SWAP will send you an email with your return’s confirmation and tracking number
• Once you have posted your parcel, our returns partner SWAP will keep you updated.
• Please allow up to 14 days for your returned parcel to reach us. We’ll send you an email as soon as your refund has been processed.
• If you have any problems or need help please visit our contact us page

Returns FAQs

How do I return my order?

Please complete the returns section shown on your original delivery note and include it with your return parcel. If you need a new returns form, please click here to download a new one.

Goods must be packaged securely to ensure they are not damaged in transit.

Please start your return here. This will take you to our returns portal partner Swap Returns. Follow the on screen instructions to get your returns label. Please ensure to add your order number (Begins with SCH) to ensure we can quickly process your return.

We cannot accept worn or soiled items. The item must be ‘as sold’ In the unlikely event that an item is returned to us in an unsuitable condition, we will return it to you.

Please do not affix the returns label to the product packaging.

How long do I have to return my order?

Items can be returned within 28 days of receipt of your order.

You do not need to contact us to notify us of your return unless the item is faulty or is outside of our 28-day policy.

After 28 days we do not accept returns for unwanted items after the relevant returns period stated above. If you attempt to make a return after this period, we may have to send it back to your default delivery address and ask you to cover the costs of delivery.

Do you offer exchanges?

Due to the fast-moving nature of our stock, we are unable to offer exchanges. If you would like to swap your item(s) for a different size or colour, simply return your item for a refund and place a new order.

Do you offer free returns?

Yes, we offer free UK Mainland returns via our returns partner Swap. Please click here to start your return.

I bought my item from a retailer, can I return it to you?

Unfortunately, we cannot accept returns for items bought from one of our stockists. You must return the item for a refund or exchange via the store it was purchased from.

How long do refunds take?

We always try to deal with returns as soon as they arrive. However, during very busy periods, please allow up to 7-10 days for your return to be processed.

You will receive an email confirmation from us when we have processed your return to let you know the refund has been processed. We will only refund to the original payment method used when you initially placed the order.

Contact us

UK RETURNS ADDRESS

Sherpa Returns,
Unit 4, Mallard Business Park,
Trent Road,
Grantham,
Lincs
NG31 7XQ