Faq | Returns & Refunds | How do I return my order?

How do I return my order?

If it’s not a fit, you have 100 days to return your unworn items - FREE. You can either:

  • Drop off a parcel at your nearest EVRI ParcelShop 
  • Find a Locker to drop off your parcel 24/7 (fits parcels up to the following dimensions: 66cm x 41cm x 38cm)
  • Schedule a (contactless) pickup for your parcel - click on return items below

How do I make a return?

Just mark the items you are returning on the return form that came with your order, pack your items in the box, and use the enclosed return label to send back your items. Make sure to cover up or remove the original delivery barcode on the box.

If you want to schedule a pickup or you’re simply missing a return label, register your return online. There you can book a time slot and optionally select a designated safe place by using the “additional information” field to arrange a contactless pickup*. You’ll also be able to save a digital PDF label to print for your return. On the day of the pickup you will receive a notification via email, informing you of a 2 hour time slot in which they will come to collect your parcel.

Once you've dropped off your item or had it collected, you should receive a return receipt. Please keep hold of this as it's your proof of return. It can take up to 14 days for your return to be fully processed so please remember to retain your proof of return until you receive your refund. You will receive an email confirming your return as soon as it has been processed. Please wait the full 14 days even if the return tracking link shows the return parcel as delivered.

*If you have already arranged a collection you can can get in touch with Hermes directly to let them know their safe place.

Need to return items delivered by a Partner?

If you need to send back items shipped by a Zalando Partner, check for any instructions that may have come in the original parcel. Most Partners also include a pre-printed return label to use for your return.

If you’re missing a return label for your Partner item, just get in touch with us and we’ll quickly take care of getting one to you.

NOTE:

For parcel pickup, the courier will attempt collection on the scheduled day between 8 am and 8 pm. If your parcel is particularly large please contact us in advance to arrange a special pickup. (This refers to boxes 32x24x16 inches or greater – usually for orders containing winter jackets or boots).

Unfortunately return labels will not be valid for returns outside of the UK. We also cannot guarantee that our warehouses will accept returns from outside the UK. 

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