Returns
How to start a return
Email us before sending anything back. At the moment returns are arranged by email rather than through your account — there is no button to press. This is deliberate: it means somebody reads your message, tells you where to send the goods, and makes sure the parcel is expected when it arrives.
Use the contact form and tell us:
- Your order number, which begins SS- and is on your confirmation email
- Which items you are returning, and how many of each
- Whether they are unused and unopened, or faulty
We will reply with the return address and a reference to put in the parcel. Please do not send anything back before you have that — an unexpected parcel with nothing to identify it is the hardest kind for us to refund.
What condition goods need to be in
Unused items in their original packaging, with any tags still attached, can be returned. Safety footwear should be tried on indoors on a clean floor; a boot that has been worn on site cannot be resold and cannot be refunded.
Sealed items are treated differently where hygiene requires it. Disposable gloves, respiratory masks and similar protective equipment cannot be returned once the seal is broken, because we have no way of knowing they are still fit to protect somebody.
Faulty or wrong items
If something arrives faulty, damaged or simply not what you ordered, tell us and we will put it right at our cost — you will not pay to send it back. This is in addition to the cancellation right below and is not limited to fourteen days.
Your rights under the Consumer Rights Act 2015 are not affected by anything on this page.
Refunds
Once we have the goods back and have checked them, we refund to the payment method you used. If you paid on account, we raise a credit note against your account instead.
We refund the price you paid for the goods and the standard delivery charge on a full cancellation. Where you chose a faster or more expensive delivery than our standard one, we refund the standard rate.
Your rights in law
If you are a consumer: 14 days to change your mind
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an order placed online for any reason, without giving one, within 14 days of the day you receive the goods. You then have a further 14 days to send them back. You do not need our permission and you do not need a reason.
We refund what you paid for the goods and the standard delivery charge within 14 days of getting them back, or of you showing us they were sent. You pay the cost of returning them.
You can tell us by any clear statement — the contact form or an email to sales@subbiestore.co.uk is enough. If you prefer, use the model cancellation form:
If you are buying as a business
That statutory right applies to consumers and does not apply to a business purchase, including an order placed on a trade account. We will still consider a return, and usually accept one on unused stock in its original packaging — but it is at our discretion rather than your right, and we may charge a restocking fee.
Faulty or wrongly supplied goods are a different matter and are put right at our cost whoever bought them.
Branded and personalised items
Goods made to your specification or clearly personalised are outside the 14-day cancellation right altogether, which regulation 28 provides for. Once your logo or text has been applied to a garment we cannot sell it to anybody else, so a branded order cannot be cancelled once production has started.
This does not affect your rights if branded goods arrive faulty, or do not match what was agreed. We will tell you when production is about to start, so there is a point at which you can still change your mind.