Refund policy

We hope you love your purchase. If you change your mind, you can request a return within 14 days for orders delivered in the United Kingdom or 30 days for international orders delivered outside the United Kingdom, measured from delivery of the last item in your order. You then have a further 14 days from notifying us to send the items back. If the final day of the request window falls on a weekend or public holiday, it extends to the next working day. Sale items have the same return rights as full-price items.

Request your return through your account

For both UK and international orders, please start your return from your account so we can review the request and arrange the correct return shipping:

Sign in to your account with the email address used for your order.
Go to Orders, open the order and select Request return. Choose the items and the reason that best describes your return, then submit.
We aim to review requests within 2 working days. We will email the outcome, the return shipping cost and the next steps.
After the return shipping cost has been confirmed with you, we will provide the return label and any required shipping documents by email. Follow those instructions to pack and send the parcel. Include your order number inside and keep your proof of posting.

Please use the label and instructions we provide rather than sending items to an address found elsewhere. The return destination will be included in your approved return instructions and label; it is not published here. Please contact us promptly if you have not received the instructions or cannot send the parcel within the return period.

If you cannot access your account or the return option, contact hello@theperenn.com for help.

UK returns

Once your return has been reviewed and the return postage charge confirmed, we arrange a Royal Mail return label and email it to you. You do not need to purchase postage yourself. Print and attach the label, or use a carrier-provided printing option if one is included in your instructions, and take the parcel to an accepted drop-off point. Follow the instructions for the specific service supplied.

International returns

Start your return through your account in the same way as a UK return. We will arrange a suitable return carrier from your country to the UK, confirm the return shipping charge with you, and provide the label and required customs documents. Available services depend on the country and the items being returned.

We prepare the shipping and customs information using the order details. We may ask you to confirm your current pickup address, the items in the parcel, and its packed weight and dimensions so the documents are accurate. You do not need to buy postage or work out customs codes yourself.

Follow the documents and instructions supplied. The carrier may require you to print and attach documents, confirm or sign a declaration, or arrange or confirm collection. Please do not alter the supplied label or customs information; contact us if anything is incorrect.

We will help the carrier identify the parcel as returned goods and provide available original order and export details. UK import duty and import VAT relief depends on the original export, the parties involved and the customs declaration; it is not automatic. Duties or taxes collected with your order are handled according to the order's payment arrangement and applicable law. Amounts paid directly to a customs authority or carrier may require a separate claim.

Return shipping charges

For a change-of-mind return, the customer bears the reasonable direct cost of return shipping. We confirm the label charge before it is issued. With your agreement, the confirmed charge for the return shipping used is deducted from your refund, so you do not pay the carrier separately. The charge reflects the actual return shipping cost, without a markup or restocking fee, and the refund confirmation will show the deduction.

Any more favourable return terms promised when you placed your order will be honoured. We will not deduct a label charge for a faulty, damaged, incorrect or misdescribed item where we are responsible for the return postage.

Following the return instructions

Please provide accurate parcel information, pack the items securely and follow the written label, customs and drop-off or collection instructions.

If inaccurate information you provide or failure to follow our reasonable written instructions directly causes an additional carrier charge, we may ask you to cover only the reasonable, documented actual cost, where permitted by law. For example, this could include a charge directly caused by changing the supplied label, reporting an incorrect parcel weight or failing to attend an agreed collection. We will explain the cause and provide an itemised amount before seeking payment or an agreed deduction. No penalty or automatic blanket deduction applies.

We do not pass on costs caused by our own errors, incorrect documents we prepare, or carrier errors. Import duties, taxes and clearance fees are not automatically treated as customer-caused costs. Nothing in this section limits your statutory rights or makes you pay return postage that we are legally responsible for.

Item condition

You may inspect and try on an item as you would in a shop. Please return it in good condition, with its original tags and packaging where possible. Missing packaging or tags does not automatically remove your statutory rights. Where permitted by law, a refund may be reduced for loss in value caused by handling beyond what is necessary to inspect the item.

Faulty, damaged or incorrect items

Start a return through your account and select the reason that describes the issue. If helpful, reply to the request confirmation with photographs. We will arrange an appropriate remedy and cover reasonable return postage where we are responsible. If the account option is unavailable, contact hello@theperenn.com. The change-of-mind time limits do not limit your statutory rights for faulty goods.

Refunds to your original payment method

Refunds are issued to the original payment method used for the purchase. We do not replace your refund with store credit. Refunds for returned items are based on the amount paid for those items, including any applicable discount, less any agreed return shipping charge.

We aim to process refunds within 7 working days after receiving the returned items. For statutory cancellations, we refund without undue delay and no later than 14 days after we receive the goods or evidence that you have sent them back, whichever is earlier. Your bank or payment provider may take additional time to display the refund. We will email confirmation when the refund is processed.

If you cancel the whole order under your statutory right to cancel, we also refund the cost of our standard outbound delivery. Any additional cost for an express or premium delivery option is not refundable. For partial returns, we refund the returned items and any delivery amount required by law.

Changing a size or colour

For a different size or colour, return the original item for a refund and place a new order for the item you want, subject to availability.

Cancel before dispatch

For an unfulfilled item, open the order in your account and request cancellation. We will confirm the outcome by email. If dispatch has already started or the option is unavailable, contact us as soon as possible.

Your statutory rights

The account process is our standard return route. You can also exercise an applicable statutory right to cancel by sending a clear statement to hello@theperenn.com; no reason or special form is required. Our review or label arrangements do not delay or limit that right. Statutory cancellation information is available in our Terms of Service. Nothing in this policy limits your statutory rights.