Returns Policy

We take pride in caring for our customers and we hold ourselves to the highest standards of customer satisfaction. Please do not hesitate to contact us anytime no matter the issue you face with your order. Give us the chance to make it right and we will. 

We offer a 30-day FREE return and refund policy, which means you have 30 days after receiving your item to request a return.

Conditions - To be eligible for a return, your item must be in the same condition that you received it, unwashed and unused, with tags, and in its original shape and packaging. You’ll also need your order number.  

How to submit a return request

1. Click this link to access our returns portal
2. Enter your order number - this can be found in your order confirmation email and starts with #
3. Enter your email address - this must be the same email you used to place the order
4. Click 'Return' next to the product that you want to return
5. Select a reason, read the condition note and click next 
6. Select your preferred refund mode and click next
7. Select the return method - Make sure "Send a return label" is selected and we will send you a returns label for free. 
8. Click "Proceed to Return" 
9. Wait for our returns team to review and approve your request - this can take up to 3 working days. 
10. We will notify you by email if your return is accepted or whether we need any more information.
11. If your return is accepted we will send you a Returns label for free. 
12. Print the label and drop the item off at your nearest DPD location. Click here to find yours. 
13. We will inspect your item as soon as it gets back to our depot and if the return conditions are met, we will approve a full refund.
14. Please allow up to 10 working days for the funds to show in your bank account. On average it takes around 3-5 working days but some banks might take longer. 

Please do not hesitate to contact us on returns@ebbandweave.co.uk if you have any questions.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so we can remedy this straight away.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on used, washed, damaged or items that were tainted with in any way. 

Exchanges
The best way to ensure you get the item that you wanted is to start the return process for the item you have, and once the return & refund is accepted, make a separate purchase for the new item. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your refund and you still haven't received the funds, please contact us at returns@ebbandweave.co.uk.