RETURN POLICY
Return & Exchange Policy
We want you to be completely satisfied with your order. If you need to return an item, please read the guidelines below carefully to ensure a smooth process.
1. Can I Return My Order?
- Returns are accepted within 14 days of delivery for UK orders.
- For international orders, returns are accepted within 14 days of delivery (different regulations apply).
- Some products are non-returnable - please check the product page before purchasing.
- Items must be unused, in original packaging, and include all tags. Items showing signs of wear, scent, or missing tags will be rejected.
2. Can I Exchange My Item?
- Exchanges are accepted for all returnable products, subject to stock availability at the time your return is processed.
- If your requested size or item is unavailable, a refund will be issued instead.
- If you want to avoid missing out, we recommend placing a new order for the correct item right away and returning your original order for a refund.
- For UK exchanges, we cover the cost to ship out the replacement item once your return has been received and approved.
- International exchanges are not offered. International customers must place a new order and return the original item for a refund.
- Return shipping costs are always the customer’s responsibility, regardless of location.
- The item must be returned within 14 days of approval. If not received within this time, the return/exchange will be rejected.
- A completed Return/Exchange Form must be included in your package. (If lost, a replacement form can be found here.)
- All returned items must be unused, in original packaging, and include all tags. Items showing signs of wear, scent, or missing tags will be rejected.
- If a returned item arrives damaged without prior notification, we reserve the right to reject it and send it back.
- You may use any shipping service convenient for you, but we strongly recommend using a tracked service to avoid issues.
- Customers are responsible for lost returns.
3. Sale Items
- We do not accept returns or exchanges on sale items.
- This policy does not affect your statutory rights.
4. How Do I Return or Exchange an Item?
To start a return or exchange:
- Email us at contact@episodesproject.com with your order number in the subject line.
- Wait for approval—we’ll respond within 1-3 working days with instructions.
- Return the item within 14 days of approval. If not received within this time, the return/exchange will be rejected.
- Include a completed Return/Exchange Form inside your package. If lost, a replacement can be found here.
- All returned items must be unused and in original packaging. Items showing signs of wear, scent, or missing tags will be rejected.
- Use any shipping service convenient for you - We strongly advise using a tracked service to prevent any issues.
- Customers are responsible for lost returns.
Important: Returns must be received within 30 days of approval. Late returns will be rejected.
5. What Are the Refund Terms?
- Refunds go to the original payment method unless store credit is selected.
- Original shipping costs are non-refundable.
- Refunds/exchanges are processed within 1-3 working days after we receive and inspect your return.
- Refunds typically appear in your account within 1-7 working days, depending on your payment provider.
- If a returned item arrives damaged without prior notification, we reserve the right to reject the return and send it back.
6. What If My Item Is Damaged or Defective?
If your item arrives damaged or defective, contact us at contact@episodesproject.com within 48 hours of delivery before returning it. We have a specific process to handle these situations and will work to resolve your issue appropriately.
7. International Orders, Returns & Exchanges
- Import fees are not prepaid on international orders. Customers are responsible for any applicable import duties and taxes.
- If an import fee is refused by the customer, the item will be returned to our HQ. Once received, we will process a refund excluding the original shipping cost.
- International returns are accepted — please see Point 2 for more details.
- International customers must cover their own return shipping costs, and original shipping costs are non-refundable.
- International exchanges are not offered. International customers must place a new order and return the original item for a refund.
8. Pre-Orders
If a pre-order is delayed beyond the original release date, customers can:
- Cancel for a full refund
- Request a replacement product
- Receive store credit
We are committed to resolving any issues fairly and efficiently.