Our policy lasts 200 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.
Trunks are an exception to our return policy, and can only be returned if unopened in original packaging, unworn and in the same condition as delivered. We hope you understand.
Your 200 days starts from the point you place your order. If at any point in those 200 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 200 days does not start over, so if you want to return again, you’ll only have the remainder of your 200 days to do so.
If 200 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 return your product, just head to our online returns portal. You’ll just need to tell us what you’re returning and why (and if you’re asking for an exchange don’t forget to include those details too), and generate a prepaid label.
Returns are free from the UK, US and Europe, but you will need to pay to get it back to us if you’re elsewhere in the world (see table).
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 200 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 working days. 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 paid extra for shipping (Express, Next Day or International), this will not be refunded if you return your order - we will only refund the cost of the returned items. The only exceptions to this are if your order arrived outside of its expected delivery timing, or in the unlikely event of a product fault.
If you need to exchange your items for a different size and/or colour, simply follow the instructions in your delivery box to complete your returns online.
We are happy to exchange an item for a different size and/or colour, but cannot exchange between different products in our range. If you would like to exchange for a different product in our range, please place a new order online and return your original items back to us for a refund. Any requests to exchange products will be ignored, and we will issue a refund on the original 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 you return any item to us without completing the online returns request we will issue a refund.
If you need your exchange in a hurry, we suggest you place a new order online and return your original items 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.
Multibuys and Discounts
If you decide to return part of a multibuy offer, this will be refunded proportionately. This means that the kept item(s) will be treated as full price and the refund will reflect the remaining amount in the offer.
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.
Gift Cards (UK only)
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.
Late or missing refunds (if applicable)
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.
We only offer free returns to UK, European and US customers. Any other customers will need to pay to get their return back to us (see table).
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. If you return any personal items to us by mistake, please let us know. We can't be held responsible for these items, but we will do our best to return them to you. We'll also contact you if we find anything unexpected in your return at our end.
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 email@example.com 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.