Refund policy
Our Returns Window
We offer a 30-day return window. You have 30 days from the date of delivery to request a return for any reason, subject to the conditions below.
To be eligible, your item must be unused, in its original condition, with any tags attached and in its original packaging. Proof of purchase (such as your order confirmation email) is required.
To start a return or exchange, please visit our Returns page and submit your request there. Please do not send items back without submitting a request first. We will reply by email, and if you go ahead with a return, we will send you a Return Reference Number to include with your package, along with the address to send it to. Items sent without a Return Reference Number may not be identifiable and could take longer to process. If you have any questions before starting a return, you can contact us at hello@weareandthensome.com.
UK Cancellation Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, for any reason, without providing a justification. This is in addition to our 30-day goodwill returns window above.
To exercise your right to cancel, notify us within 14 days of delivery using our Returns page or at hello@weareandthensome.com. You then have a further 14 days to return the item to us. Return postage is paid by you, as set out in Return Postage and Where to Send Returns below.
We may reduce your refund to reflect any loss in value caused by handling the item more than is necessary to establish its nature, characteristics and functioning.
Exceptions and Non-Returnable Items
The following items cannot be returned unless they are faulty or not as described:
- Custom or personalised items, including anything made to your specification or altered at your request.
- Hygiene-sensitive items, where the item has been unsealed, worn, or had its hygiene protection removed. For hygiene and safety reasons, we cannot accept returns on:
- Underwear, briefs, and bodysuits
- Swimwear where the hygiene strip or liner has been removed
- Pierced jewellery, such as earrings
- Hosiery, tights, and socks that have been removed from their sealed packaging
These items can still be returned if they remain unworn, unopened, and in their original sealed packaging with the hygiene protection intact.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory right to cancel does not apply to sealed goods that have been unsealed after delivery where return is unsuitable for health protection or hygiene reasons, or to goods made to the consumer's specification or clearly personalised.
Your statutory rights under the Consumer Rights Act 2015 apply in full to any item that arrives damaged, faulty, or not as described, regardless of the categories above. Nothing in this policy affects those rights.
Return Postage and Where to Send Returns
Unless your item is faulty, damaged, not as described, or the wrong item, return postage is paid by you. Returns are sent back to our fulfilment centre in East Asia, so international postage rates apply and will usually cost more than sending a parcel within the UK.
Once you have submitted a request through our Returns page, we will email you the full return address with your Return Reference Number. Please send your return using a tracked service and keep your proof of postage, as we cannot refund items that do not reach us unless you can show they were sent. On the customs declaration, please describe the parcel as returned goods.
Please do not send returns to our UK correspondence address or our registered office. Both are for correspondence only and cannot accept parcels.
Keeping Your Item Instead
If you would rather not send an item back, we may be able to offer a partial refund so you can keep it. This is always your choice. If you would prefer to return the item, just tell us and we will send your return details.
Faulty, Damaged, or Incorrect Items
Please inspect your order upon arrival. If your item arrives faulty, damaged, or incorrect, contact us as soon as possible at hello@weareandthensome.com with your order number and clear photographs of the issue.
Under the Consumer Rights Act 2015:
- Within 30 days of delivery: you are entitled to a full refund.
- Between 30 days and 6 months: we will offer a repair or replacement in the first instance. If neither is possible, a full refund will be provided.
We may ask for additional photos or a short video of the issue, or ask you to send the item back so we can inspect it. If we ask you to send it back, we will email you return instructions and cover the cost of return postage. If you would prefer to keep the item, we can also offer a partial refund instead.
Exchanges
We do not offer traditional exchanges. Instead, you can swap an item for a different size, colour, or style using our gift card option:
- Submit a return request via our Returns page and choose a gift card as your refund method.
- Send the item back to our fulfilment centre in East Asia using the details we email you. Return postage is paid by you.
- Once your return is processed, you will receive a gift card for the price you paid plus an extra 10%.
- Use your gift card to order the item you want.
For example, return a £50 item and you will receive a £55 gift card to spend on your new order. Shipping is free on every order, so the extra 10% is yours to spend.
If your original item was faulty, damaged, or incorrect, you do not need to use this process. Contact us and we will arrange a replacement or refund, as set out in the Faulty, Damaged, or Incorrect Items section above.
Return Shipping Costs Summary
| Reason for Return | Who Pays | Method |
|---|---|---|
| Change of mind | Customer | Send to our fulfilment centre in East Asia using a tracked service |
| Unwanted gift | Customer | Send to our fulfilment centre in East Asia using a tracked service |
| Ordered wrong size or variant | Customer (choose a gift card with 10% extra to reorder) | Send to our fulfilment centre in East Asia using a tracked service |
| Item arrived damaged or faulty | And Then Some (no charge) | Email us with photos. We may ask you to return the item for inspection, at our cost |
| Item not as described | And Then Some (no charge) | Email us with photos. We may ask you to return the item for inspection, at our cost |
| Incorrect item sent | And Then Some (no charge) | Email us with photos. We may ask you to return the item for inspection, at our cost |
Refunds and Gift Cards
When your return reaches us, we will check it and email you. You will be reimbursed using the option you chose when you submitted your request:
- Refund to your original payment method.
- Gift card with 10% extra: choose an And Then Some gift card and we will add an extra 10% to its value. The 10% is calculated on the price you actually paid for the products being returned. For example, return £50 of products and you will receive a £55 gift card. Gift cards are delivered by email and never expire.
Refunds and gift cards are issued within 14 calendar days of us receiving your return, or of you sending us proof of postage if that is sooner.
Choosing a gift card is entirely optional. A refund to your original payment method is always available, including where you cancel under your 14-day statutory cancellation right.
If you have not received your refund within this timeframe, please contact us at hello@weareandthensome.com.
Contact Us
And Then Some is a trading name of TEECOMMERCE 01 LIMITED
UK Correspondence Address: 27 Old Gloucester Street, Holborn, London, United Kingdom, WC1N 3AX
Registered Office Address: Unit 2904-05, 29/F Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong
Please do not send returns to either of these addresses. They are for correspondence only and cannot accept parcels. To return an item, please visit our Returns page.
Email: hello@weareandthensome.com
Phone: 0333 880 9799
Hours: Monday - Friday, 09:00 - 17:00 (UK time)
We aim to respond to all enquiries within one business day
You can also reach us using the form on our Contact Us page.