Exchanges & Returns

- SATISFIED OR REFUNDED -

Thank you for shopping at Psylo.
If you're not entirely satisfied with your purchase, we're to help;
 
online returns store returns
 

online returns

For items purchased on this website, we offer a return service via post or by visiting one of our flagship stores

Whichever service you choose, make sure you carefully read the instructions below and got in touch with our customer service, before returning your item/s. 

Return Options & Cost 

All orders placed on our website can be returned in the following ways:

Return Option Cost Details
Online returns to store Free Please return by visiting a Psylo store, within 30 days of purchase.
Online returns via post Fees apply. Please return by post within 30 days of purchase.

! Remember to fill out the return form and pop it in your parcel.

! Please note that orders are returned at your own cost, and we recommend you use a tracked service and keep your proof of postage.


For more information on each service, please read below; 

Online Returns to Store 

Items purchased online and being returned to a Psylo store, must first be approved by contacting our customer service. 

Items purchased online can be exchanged for items of the same value in any Psylo store providing the original invoice and within 21 days.

Items that have been exchanged in a store are then under the return policy of that store and cannot be returned for a refund.   

Due to hygiene reasons underwear or bras cannot be returned. Of course, if there is a manufacturing fault with your garment you are welcome to return the items back for a full refund.

Online Returns via Post

We offer a refund, an exchange or gift-card, on purchases returned within 30 days of the day of placing the order. We can, however, consider an extension of return/exchange date in the case that your package arrival was delayed. Please contact our Customer Service Team to discuss this. You will need to provide proof of shipment arrival date, and the item you return must meet all the requirements.

- How do I return unwanted or unsuitable items?

If you simply change your mind about the item you have bought from us online, you can return it to us for a refund (the initial delivery charges are non-refundable), an exchange  or voucher code, within 30 days from the date of dispatch. You can return either to nearest Psylo store or post back to our UK centre. Whichever service you choose, make sure you get in touch with our customer service, before returning your item(s).

To be eligible for a return, the item/s must be in a resalable condition and:

  1. Your item must be returned in the original packaging, with all the tags and labels attached. Please note that once tags are removed, your purchase is no longer eligible for exchange or refunds. Extra care must be taken when trying on clothing, please ensure you are not wearing any makeup, fragrance or deodorant that may leave a scent or mark.We can’t, for example, accept a return of an item that smells, stained, shows signs of being worn or washed, and has a wear and tear type of damages.
  2. In the interests of hygiene, underwear or bras cannot be returned. Of course, if there is a manufacturing fault with your garment you are welcome to return the items back for a full refund.
  3. Our gift cards are not returnable or refundable. All our gift cards last for one year from date of issue, and can be used in multiple transactions until the credit runs out.

We strongly recommend that you use a secure or trackable method of postage, i.e. recorded or special delivery, and that you keep hold of your proof of postage. Psylo is not responsible for any items not received or lost. Until we receive your return to our warehouse, the items and their condition remain your responsibility.We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

We'll send you an email to confirm your return has been received and that your request  has been on process. Refunds will be credited back via the original method of payment. Please allow up to 28  days for your refund to appear on your bank statement. If for any reason we are unable to issue a refund via the original method of payment, we will contact you to arrange an alternative. Delivery charges are non-refundable.

To return an item, please enclose the order reference number & Psylo Customer Return Form within the parcel being returned. All exchange and returns must be accompanied by the relevant Psylo Online Return Form found by clicking below;

Psylo UK return formPsylo fashion EU & International return forms 

- How do I return a faulty item?

In the unlikely event you receive an incorrect or faulty item from us we will refund any return postage costs incurred. A member of our Customer Care team will contact you in order to arrange this. We cannot, however, be responsible for, or comment on any such case until the item has been returned, assessed by our team and confirmed as faulty.

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.

The UK Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your item you’re entitled to the following:

  1. UP TO 30 DAYS- IF YOUR GOODS ARE FAULTY, YOU CAN GET REFUND
  2. UP TO 6 MONTHS- If it can't be repaired or replaced, then you're entitled to a full refund in most cases.

UK Orders: We will then send you a free returns postage label.

European & International Orders: We will reply to your email as soon as possible, with more information and details of your next steps. We will refund the postage cost you incur to send your return to UK.

You have 30 days from the date of delivery to return your order. For faulty items that have been worn/used or for returns outside our Returns Policy, please email us for further assistance. These may be accepted at the discretion of Psylo Fashion.

- How do I exchange an item?

You can post your item back and get an alternative size or another item. Just get in touch with our Customer Service team and we can arrange this. Once an exchange has been agreed you will need to follow the returns process. Customers will be responsible for all shipping costs, including the cost of sending your exchange.

Alternatively, you may exchange your item at Psylo UK Store. Along with the item you wish to exchange, you will need to bring a proof of purchase  with you, this can be your order confirmation email or packing slip.

- Can I return an item that is on sale?

Yes, you can return your sale items with proof of purchase within  30 days of delivery or receipt.

- Can I return an item if it was purchased using a gift card?

If you have used a Psylo gift card,  your refund will automatically be credited to the gift card that was originally used for payment.

Still got a question, concern or feedback? Contact our Customer Service Team here.  

 

The following applies to items purchased from a Psylo flag store only:

Please retain your receipt as proof of purchase.

Where possible we will exchange or issue a credit note, for use within 6 months; for any items not used (including sale items) within 21 days of their purchase. We are unable to issue a refund where an item is unwanted.

If any item purchased is not of a satisfactory quality, please return the item with the receipt where possible to a Psylo store, and a refund will be issued if appropriate.

Due to hygiene reasons underwear or bras cannot be returned. Of course, if there is a manufacturing fault with your garment you are welcome to return the items back for a full refund.

For any exchanges and return inquiries, on items purchased from one of our wholesalers, please contact the wholesaler directly. 

Still got a question, concern or feedback? Contact our Customer Service Team here.