1. Reporting a Faulty Item

If you believe your item is faulty, you must notify us within 7 days of delivery.

Please email enquiries@clothingconnect.co.uk with:

• Order number
• Item name
• Description of the fault
• Clear photos showing:
  • The fault
  • The entire garment
  • All original tags attached

Approval is required before sending any item back. Unauthorised returns will be rejected and returned to the customer at their own cost.

2. Condition Requirements for Faulty Returns

Faulty items must be returned:

• Unworn, unwashed, and unused
• Free from odour, perfume, deodorant marks, makeup, or damage
• With all original tags attached
• In original packaging where possible

Items that do not meet these conditions will not be eligible for a remedy.

3. Return Instructions

Once your faulty return has been approved, please follow the instructions below:

1. Package the Item Securely
   Use the original packaging where possible. Ensure all tags remain attached and the item is fully protected.
2. Include Your Return Authorisation
   Place a note inside the parcel containing:
   • Your name
   • Order number
   • The approved return reference (provided in your approval email)
3. Ship Using a Tracked Service
   Customers must pay for return postage. We strongly recommend using a tracked and insured service. Clothing Connect Ltd is not responsible for lost parcels.
4. Send to the Return Address Provided in Your Approval Email
   Do not send any parcels before receiving approval.
5. Keep Proof of Postage
   You must retain proof of posting and tracking until your assessment is complete.

4. Outcome for Approved Faulty Returns

Once the returned item has been received and inspected (typically within 5 working days):

Default Remedy – Credit Note

If the item is confirmed as faulty, a credit note for the full value of the item will be issued.

Optional Refund

In line with UK consumer law, customers may request a refund to the original payment method instead of a credit note. This must be stated at the time of submitting the faulty claim. If no preference is stated, a credit note will be issued by default.

If the Item Is Not Found Faulty

If inspection shows the item is not faulty, it will be returned to the customer and no refund or credit note will be issued.

5. Shipping Costs for Faulty Returns

Customers are responsible for paying the shipping cost to send any approved faulty return back to Clothing Connect Ltd for inspection.

Clothing Connect Ltd may, at its discretion, reimburse reasonable return postage costs only where an item is confirmed as faulty after inspection.

If the item is not confirmed as faulty, all shipping costs remain the customer’s responsibility.

6. Non-Returnable Items

Clothing Connect Ltd does not accept returns of:

• Items without original tags
• Items showing signs of wear, washing, odour, perfume, makeup, or damage
• Bodysuits, underwear, swimwear, jewellery, or accessories (for hygiene reasons)
• Sale or clearance items
• Any item returned without prior approval

Unauthorised or non-compliant returns will be rejected and returned at the customer’s expense.

7. Contact Information

Clothing Connect Ltd

Customer Support Email: enquiries@clothingconnect.co.uk