Our policy lasts 100 days. You don't have to explain yourself. If you're not happy with the product - that's all we need to know. Ideally you'll tell us why, so we can improve things - but that's your call.
Your 100 days starts from the point you place your order. If at any point in those 100 days, you decide your order isn’t for you, then just return it for a full refund or an exchange. If you exchange your item/s, please bear in mind that your 100 days does not start over, so if you want to return again, you’ll only have the remainder of your 100 days to do so.
If 100 days have gone by since your purchase, we don't promise a full refund. But talk to us if you're unhappy. We want to fix it.
To complete your return, follow the instructions on the form in your box. If you do have any questions, you can send them to us at firstname.lastname@example.org.
To return your product, use the shipping label included in your box. As always, it's free in the UK, but you will need to pay to get it back to us if you’re elsewhere in the world. If you no longer have your shipping label or returns form, just drop us an email at email@example.com and we'll send a fresh one over to you.
For all returns, we recommend that you retain proof of postage until you hear from us, to avoid any ambiguity in case of loss or delay.
Once your return is received and inspected, we will start processing it.
Assuming it is less than 100 days since your purchase, your refund will be processed. You’ll be sent a refund notification email, and a credit will automatically be applied to your original method of payment.
We usually process things at our end within 7 days, but can be much faster. We can't guarantee exactly when your refund will show up on your card statement, though it’s typically 3-5 working days after we have processed the refund on our end.
Refunds can only be returned to the original method of payment.
If you purchase a kit, you will need to return all items in the kit in order to receive your refund. We cannot accept any partial kit orders for a refund.
If you need to exchange for a different size, simply follow the instructions in your box to complete your returns form.
We are happy to exchange an item for a different size, but cannot exchange between products or colours. If you would like to exchange for a different size or colour, please place a new order online and return yours back to us for a refund. Any requests to swap colour or product will be ignored, and we will issue a refund on the item/s instead.
All exchanges are subject to stock availability. If an item is out of stock at the time the exchange is processed, we will issue a refund instead. If there is no information in the new size boxes, we will issue a refund.
If you need your exchange in a hurry, we suggest that you place a new order online and return yours back to us for a refund.
We offer refunds on sale items too, no matter how big the discount. Cool, huh?
Sadly, we don’t offer exchanges on sale items - our sale stock just moves far too quickly. If you need to swap something from our sale, pop it back to us for a refund and buy the replacement straight through our website - that way you won't miss out.
If you’ve ordered something as part of a kit, you will need to return all items in the kit in order to receive your refund. We cannot accept any partial kit orders for a refund.
If you return items in your order which take you under the minimum spend for your discount, your discount will be voided and you will be refunded proportionately according to the full value of the item/s kept.
Items purchased with a SPOKE gift card can still be returned for an exchange or for a credit back to the original gift card.
We recommend keeping hold of your gift card in case you need to use the code again.
If your item is refunded back onto your gift card, original expiry dates will still apply.
Gift Cards have an expiry date of six months. Gift Cards cannot be exchanged for cash or redeemed for further vouchers.
If you haven’t received a refund yet, but have had an email from us confirming your refund, please check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank - there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
If for any reason you no longer have your returns form, please contact our customer service team on email@example.com and they’ll be able to send you one.
We only offer free returns to UK customers (or US customers if you have ordered through our US site). Any other customers will need to pay to get their return back to us.
If you are eligible for free returns, please do not pay for your return yourself as we won’t be able to reimburse you for these costs.
We’re really proud of our quality assurance process, but unfortunately, manufacturing faults can appear from time to time. If you receive an item that you believe to be faulty, please get in touch with us on firstname.lastname@example.org and we’ll sort you out with a refund or replacement where appropriate.
For more detailed information on any of the above, please check out our FAQs.
As you’re in the US, we will send you straight to our US site.