Returns & Refunds Policy - Shop With Confidence

We want every THECODE purchase to feel effortless. If something isn't quite right, returning your order is simple.

At a glance

• 30-day returns on eligible items.

• Refunds processed within 14 working days once your return has been received.

• Free returns for faulty or incorrect items.

• Extended Christmas returns on eligible festive purchases.

• Need help? Contact our support team at [email protected], Monday to Friday, 8:00am–6:00pm, or visit our Help Centre.

How long do I have to return my order?

You have 30 days from the date your order is delivered to return eligible items.

Christmas & Black Friday extended returns

To make gift shopping easier, orders placed between 15 November and 15 December can be returned until 15 January the following year.

How do I return an item?

THECODE partners directly with trusted fashion retailers, so returns are processed by the retailer fulfilling your order.

Return instructions, labels and the correct return address can all be found in My Orders. Simply select the order you'd like to return and follow the instructions in the returns portal.

If a single order contains products from multiple retailers, please return each retailer's items separately using the corresponding return label. This ensures your return is processed quickly and reaches the correct destination.

Please return items in their original condition, with all tags attached. Items should be unworn, unwashed and returned exactly as received.

Which items can't be returned?

The following items are not eligible for return unless faulty:

• Worn, washed or damaged items

• Items with tags removed

• Partial returns from products sold as a set (for example, tracksuits)

• Underwear

• Swimwear

• Earrings

For hygiene reasons, underwear, swimwear and earrings may only be returned if any protective hygiene seals remain completely intact.

My item is faulty, damaged or incorrect

If you've received a faulty, damaged or incorrect item, please contact our support team at [email protected].

We'll arrange a replacement or refund where appropriate and provide a free returns label.

Do I have to pay for my return?

This depends on the reason for your return.

Faulty or incorrect items

Returns are always free.

Changed your mind, or need a different size?

Return postage may be deducted from your refund when using a retailer-provided returns label, or paid directly by you if returning independently.

Where a retailer offers free returns, this will always be clearly displayed on the product page before you purchase.

Any applicable return costs will always be confirmed before you complete your return.

Can I exchange an item?

If you'd like to exchange an item, please contact us at [email protected].

Where stock is available and the retailer's exchange policy allows, we'll be happy to help.

For size exchanges, the original item must first be returned and received before the replacement can be dispatched.

Where can I find my order details?

Visit My Orders to view all of your purchases, delivery updates and return information.

You'll also receive an order confirmation email after every purchase.

If you're having trouble locating your order, please contact our support team.

When will I receive my refund?

Once your returned item has been received by the retailer, please allow up to 14 working days for your refund to be processed.

After the refund has been issued, your bank may take a further 5–7 working days to return the funds to your original payment method.

Can I cancel or amend my order?

If you need to amend or cancel your order, please contact us as soon as possible at [email protected].

Because retailers begin processing orders shortly after purchase, changes are only possible within a limited timeframe.

If your order has already been processed or dispatched, it won't be possible to cancel it. However, you can still return eligible items in accordance with our Returns Policy.

Need help?

Full return details can always be found in My Orders and in your order confirmation email.

If you need any additional support, our customer service team will be happy to help at [email protected] or via our Help Centre.