Returns

Any claims for returns or refunds must be submitted within 6 weeks of the order. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.

Refunds/Exchanges

We can only provide refunds and replacements if we have made a mistake, such as misprints, damaged items or wrong items sent.

If you have made a mistake then we cannot offer a refund or replacement - for example wrong item ordered, change of mind or wrong sizing. This is because as a small business all our items are made to order. We print the exact number of garments, based on the orders that came in, please review your order & check the size guide before you finish checkout to avoid any issues. We may be able to offer you a discount for you to place another order with the correct variant. Please contact us to find out if your circumstance qualifies for a refund. 

We cannot provide refunds if:

  • You chose the wrong item
  • The item isn't damage
  • The item is late or didn't arrive on time
  • You no longer want the item

We only offer refunds if:

  • Your item arrives damaged
  • You receive the wrong item
  • Your item doesn't arrive after 50 days

We require photographic of the damaged or defective product, in order to proceed. As soon as we deem that the product is damaged or defective, we will either issue a replacement item or request you to return the item back to us so we can issue you a refund. Please do not send your purchase back to the manufacturer. You will be expected to cover the shipping costs for the return. We cannot offer prepaid labels. 

Please allow up to 14 working days for funds to process.

Late or missing refunds 

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.

Often funds can take up to 14 working days to process.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@butfirstskinshop.com.

Cancellations

We can only process cancellations or partial cancellations in exceptional circumstances. Please contact us to find out if your circumstance qualifies for a cancellation. We cannot guarantee that we will be able to cancel your order in time.

Please note, the following are classed as not exceptional circumstances:

  • You regret making an order
  • Your order was accidental

Order Changes

All requests after placing an order are subject to approval, we cannot guarantee that the requested changes can be made in time. Please ensure that your order is correct before placing the order. We cannot be held responsible for your mistake if we cannot amend your order in time. 

If you would like to change/update your order due to ordering an incorrect variant, size or colour; or would like to increase the quantity of items in your order or to upgrade/degrade your shipping method; you can email our customer support team at info@butfirstskinshop.com who will process any changes requested. Any change in the value of your order will be refunded/charged to the customer's credit card or payment details on our system.

Please note: Requesting a change to your order that decreases the quantity of items in your order is classed as a partial cancellation. Consequently, this can only be processed if the reason given is not classed as one of the pre-defined 'not exceptional circumstances'.

Disclaimer: The refunds and cancellations terms given above are what we believe to be fair and reasonable.