Our returns process is applicable for customers in the United Kingdom only.
2. Returns Window
You have 30 days from the date of delivery to initiate a return, except during our extended returns period from November 1st to January 5th. During this time, you can return items purchased within this window.
3. Returns Label
To make your return process hassle-free, you can generate a returns label at a cost of £2.99 from the following link: Return Label Generator.
This label covers the return of up to 2 items.
4. Return Costs
The £2.99 return label fee will be deducted from your refund.
If you need to return more than 2 items using the same label, each additional item will incur an extra charge of £2 per item.
If you are returning an item for an exchange, the return label will be provided free of charge. Please refer to the exchange section for more information on how to proceed.
How to Initiate a Return:
Ensure your return items are in their original condition with all tags and packaging intact.
Visit the Return Label Generator to create your return label.
Pack your items securely and attach the label to the outer package.
Drop off your package at your nearest Royal Mail Post Office or arrange for a collection through the Royal Mail website.
Once we receive your return and inspect the items, we will process your refund, deducting the £2.99 label fee (if applicable).
Refunds will be issued to the original payment method within 7-10 business days.
For any further assistance or inquiries regarding returns and exchanges, please call or email us.
As per policy, we cannot accept returned parcels showing signs of wear. In the event an order has been returned to us worn, there may be a fee to return them back to you.
Thank you for shopping with us, and we hope you enjoy your online shopping experience.
Although we hope every purchase from us arrives as expected, if you are not completely satisfied with your goods we do offer 30 day returns for purchases made on our website. The returns period starts from the date the item is delivered to you.
For orders made before the 29th September 2023, pre-paid £1 returns labels ordered alongside your purchase will be honoured. If a returns label was generated after the time of purchase and before the date above, a charge of £4 will be deducted from your refund (unless returning for exchange).
Please choose carefully when purchasing socks and underwear as we will not accept exchanges or returns for change of mind, due to hygiene purposes. This applies to socks sold individually, as part of a multi-pack or any included in a gift set.
Footwear which has been customised is also strictly non-returnable.
We are unable to refund ‘IMBOX Essential Pre-Applied Protection Spray'. With regards to this, the item itself will be refunded but the cost of the ‘IMBOX Essential Pre-Applied Protection Spray’ cannot be refunded.
All goods which are suspected to be faulty should be reported to our Customer Services team at firstname.lastname@example.org. Please include images of the fault.
Please do not continue to wear the item or attempt to repair it as this may invalidate your right to return it.
Any faults reported within 90 days of your receipt of the item can be accepted and returned to ourselves at our own cost. We will process your preferred resolution, whether that be a refund or exchange, as soon as possible. All faults must be confirmed and accepted by our Customer Services Manager.
There is a limit of one free exchange per order, providing you use our Easy Returns Label. If you wish to return an exchanged item for a further exchange or refund, you will need to cover the cost of postage. Exchanges do not reset the 30 day returns window.
Please note: If you are returning a full-priced item for an exchange, we will only be able to exchange for the same item in a different size/colour providing the alternative choice is the same price and is in stock.
If the item you wish to exchange to is out of stock, then we may contact you to offer alternatives. If there are no suitable alternatives, then we will process a refund for the return. If our returns portal label was used to send the item back, then £2.99 will be deducted from the total of the refund for the use of the label.
If the original box or bag of a returned item is damaged by the customer, a 20% restocking fee will be deducted from the refund. This includes any adhesive labels stuck onto the box, such as the dispatch note.
Please note: This does not apply to the mailing bag, only item packaging.
All returns must be made within 30 days from the date of receiving the goods. All items being returned must be unworn and in their original, undamaged packaging.
All items being returned from outside of the United Kingdom must be clearly marked as 'RETURNED GOODS' on your customs paperwork. Failure to do so may result in your package being subject to tax/duties inbound to the UK. We will NOT be able to pay for this and it may result in your package being returned to you or destroyed by Customs & Excise.
In the event that your item is returned to sender prior to delivery, we may need to process a refund with a deduction made for all applicable postage costs. The deduction will include the cost of the returned to sender fee charged by the carrier.
Please note: If the item is returned to sender as a result of carrier error, then we will waive the return to sender charge deductions from your refund.
We do not offer exchanges on international orders. You will need to return your item for a refund and re-purchase your new item. All postage costs are to be paid for by the buyer.
Please allow up to 14 working days, once the item is delivered to us and the notification email sent, to receive your refund. In exceptional circumstances, refunds can take slightly longer. We will always endeavour to process your refund as quickly as possible.
You may return your item using any courier of your choice at your own expense. We advise you to use a traceable service with insurance in case your item is lost in transit before it reaches us.
Please use the following returns address:
HOS Web Returns
Unit 3a & 3b
55 Hastings Road
If you purchased any item(s) as part of a deal, e.g. 2 for £30, and decide to return part of your purchase to us for a refund, we will refund you the amount based on the item(s) you have decided to keep.
Alternatively, if you decide to return a multi-buy item for an exchange, we will only permit the item to be exchanged for an item within the same promotional group. For instance, if you are returning one pair of shoes from a 2 for £30 deal, you may only select another item/size/colour from within the same collection.
RETURN TO SENDER
In the event that your item is returned to sender prior to delivery, a £5 charge will apply. Depending on the reason for return, we may be able to take a £5 payment and resend the item to you. Alternatively, we would need to refund the order with a £5 deduction once it is delivered back to us.
When we receive the item back, we will send an email asking you to contact us about the problem. If we do not hear back from you within 14 days of the email being sent, we will process a refund with the £5 deduction applied. Please be aware that we are unable to keep stock on hold, so all items which are returned to sender will be returned to stock immediately upon receipt back.
In the event that the item is returned to sender due to carrier error, then we will waive the £5 fee.
All of the following will be held in our warehouse for 30 days before being disposed of:
We will always attempt to establish contact with the customer in these cases, with a view to returning the item to them if such a course of action is reasonable or applicable to the situation.
We may request payment for the postage cost before we send the item. We will only dispose of the item as a last resort, if no contact can be made or other solution reached.