Refund policy

We offer 30-day returns on full-price items and 14-day returns on sale items, from the date your order is delivered. All UK returns are complimentary.

To be eligible for a return, your item must be in the same condition that you received it: unworn other than for trying on, unwashed, unaltered and undamaged, with all original tags attached. Items must be free from marks, make-up, perfume or other signs of wear. You’ll also need the receipt or proof of purchase.

To start a return, sign in to our website with the email address you used for your order. We'll send you a one-time code. You can also use the link in your delivery email. Submit a return request from your order history, and you will receive a Royal Mail QR code by email. Simply present it at your local Royal Mail Post Office, where they will print the return label for you. Items sent back to us without first requesting a return will not be accepted.

If you have any questions about returns, please contact us at contact@untouch.uk.

Damages and issues

If your item is faulty or incorrect, please submit a return request as usual and select the relevant reason ("Faulty" or "Incorrect item"). We will inspect it and process a full refund, including original delivery charges.

Exceptions / non-returnable items 

Returns and refunds are only available for items purchased through our official website. Items purchased at pop-up events or through third-party retailers are not eligible for return or refund, unless faulty.

Exchanges 

We do not currently offer exchanges. If you wish to change an item, please return it for a refund and place a new order.

European Union 14 day cooling off period 

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it: unworn other than for trying on, unwashed, unaltered and undamaged, with all original tags attached. Items must be free from marks, make-up, perfume or other signs of wear. You’ll also need the receipt or proof of purchase.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

If you cancel your entire order within the statutory cancellation period, we will also refund the standard delivery charge, as required by law. Any additional cost for an upgraded or express delivery service is non-refundable. For returns made under our 30-day return policy outside the statutory cancellation period, original delivery charges are non-refundable.

It can also take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@untouch.uk.

This returns policy does not affect your statutory rights.