Refund policy

Returns and refund policy

Last updated: 17 September 2026

We want you to love what you ordered. This policy explains your rights and how returns work. It doesn't affect your statutory rights under UK consumer law.

Changed your mind? 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of the day you receive it.

1. Tell us you want to cancel by emailing contatoreachout@gmail.com with your order number, or by using our contact form.
2. Send the item back within 14 days of telling us. Return it unworn, unwashed and in its original condition, with any tags attached.
3. Return postage is paid by you. We recommend a tracked service, as we can't be responsible for returns lost in transit.

Return address: Reach Out Studio, 31 Crofton Gate Way, London SE4 2DL, United Kingdom. Please include your order number in the parcel.

Refunds

We'll refund you within 14 days of receiving the returned item, or of receiving proof that you've sent it back, whichever is earlier. We'll refund the price of the item and the standard delivery cost you originally paid. Refunds go back to your original payment method.

We may reduce your refund if the item's value has been reduced because it was handled more than was necessary to check it, for example if it has been worn, washed or damaged.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, your items must be of satisfactory quality, fit for purpose and as described. If something arrives faulty, damaged or incorrect, email us with your order number and a photo. Within 30 days of delivery, you're entitled to a full refund. After that, we'll repair or replace the item, or give you a refund where that isn't possible. We'll cover any return postage for faulty, damaged or incorrect items.

Exchanges

Because every piece is made to order, we can't swap sizes directly. To get a different size, return the original item for a refund under the 14-day right to cancel and place a new order. Please check the size guide on each product page before ordering.

Cancelling before dispatch

Orders go into production quickly. If you'd like to cancel before your order ships, contact us as soon as possible. If production has already started, you can still cancel using the 14-day right above once you receive it.

Contact

Reach Out Studio, 31 Crofton Gate Way, London SE4 2DL, United Kingdom · contatoreachout@gmail.com