FREE TRACKED RETURNS
We offer a free Royal Mail tracked returns service on all orders sent to a UK mainland address.
Simply attach the reply-paid sticker that appears at the bottom of your despatch note to the original packaging and take the parcel to your local Post Office. The parcel will then be tracked all the way back to our returns warehouse. This reply-paid sticker covers a parcel weighing up to 5kg.
You can follow the parcel's progress by visiting the Royal Mail website here and entering the 13-digit tracking number. We strongly recommend that you obtain proof of postage from the post office as the receipt contains the tracking number and is also proof that you returned the items.
You may also send the return by a carrier of your choice at your own cost to Poetry Returns, 2 Rothley Lodge, Loughborough Rd, Leicester, LE7 7NL.
If you need a new returns label, please request a new label through our contact form. Please ensure that you include your returns paperwork in with your return. If you no longer have the paperwork, please include a letter with your contact details and a short explanation regarding your return.
ROYAL MAIL COLLECTIONS
Your local postman or postwoman can either collect your parcels from your front door or from a designated safe space. Simply use the return label provided by us and book the collection for your return. All you need to do is to put in the tracking number off our label and pick the date for collection.
RETURNING INTERNATIONAL ORDERS
Any returns from outside of Europe are at the recipient's cost including any additional taxes or charges that you might incur through returning your order. Please return the items to Poetry Fashion Returns, 2 Rothley Lodge, Loughborough Rd, Leicester, LE7 7NL, United Kingdom.
RETURN PROCESSING TIME
We aim to process returns as quickly as possible. Please allow up to 7 days for your return to be received and processed in our warehouse, it can take slightly longer during busier periods. You will receive an email once your refund or exchange has been processed.
The refund will be made using the same payment method that you used for your original transaction on your original order.
We are authorized to withhold the refund until the earliest of the following two:
- until we get the goods back or
- until you provide proof that the goods have been returned.
Since June 2020, due to security reasons, reimbursement by cheque is no longer possible.
For more information on this topic, please read the following article here.
If you change your mind, you may return any unwanted item purchased in store for a refund or exchange within 30 days. The item must be returned in a re-saleable condition which means that you have all the original packaging and labels, and the item is unworn and not damaged.
Returns made outside 30 days are at the discretion of the store manager and any refund would take the form of store credit. If you return an item bought for you with a gift receipt, we will give you store credit to the value of the original selling price.
For further details about the opening hours of our shops, please click here.
Unfortunately, sometimes garments are faulty as a result of a glitch in the manufacturing process or develop faults during wear.
If you identify a fault on delivery, please send the item back using your free returns label and we will replace it (subject to stock availability). If we are unable to replace it, we will send you a full refund.
If your item develops a fault during the first 12 months of wear, please send it back to us by requesting a faulty garment form and free return label through our contact form. Please give us as much of the information requested as you are able to help us understand the problem.
When returning your garments, we strongly recommend that you obtain proof of postage from the Post Office as the receipt will contain your tracking number.
Normally we will replace the item or issue your account with a credit note but on occasion, we are able to repair items and return them to you.
We are unable to accept the return of items purchased more than 12 months ago.