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EU Orders above £180 include Duties & Taxes

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EUROPE

Orders ABOVE 180 GBP: If you live outside of the United Kingdom, you don't have to do anything. Just wait for the postman!

Orders BELOW 180 GBP: If you live outside of the United Kingdom and your order total is below 180 GBP you are responsible for paying import duties. The carrier will contact you and will collect the charges on behalf of your local authority.  Psylo customer service team is happy to help you with your delivery. Please contact us through the website chat.

REST OF THE WORLD

If you live outside of the United Kingdom you are responsible for paying import duties. The carrier will contact you and will collect the charges on behalf of your local authority.  Psylo customer service team is happy to help you with your delivery. Please contact us through the website chat.

Customs policies vary widely from country to country.  Psylo Fashion is not responsible for any additional charges when they occur. You are responsible for providing any information required by customs to ensure the goods are cleared. 

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Shipping Information

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We pack and ship all orders from Psylo's head office in London, United Kingdom. Orders are usually processed within two business days of receipt (excluding UK bank holidays, and holidays). Orders placed after UK 4pm are processed the next business day. During busy periods, such as seasonal occurrences, promotional sales, or any circumstances beyond our control, such as adverse or catastrophic weather conditions, processing may take longer, and certain services may be permanently or temporarily discontinued. In such cases, we will use the best alternative service. Orders are then sent by Evri, DPD, Parcel Force, or UPS for fast and secure delivery. You will be notified via email by our system.

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Online Returns

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Thank you for shopping at Psylo. If you‘re not entirely satisfied with your purchase, we‘re here to help! We offer a refund or store credit on purchases returned within 15 days of receiving your order. For items purchased on this website, we offer a return service via post and expect our customers to be responsible for the shipping costs of returns. Once you contact our team by submitting the return form below, we will calculate the cost of the return for you by our carriers and will deduct the amount from your refund.

Returns must be requested within 15 days from the delivery date.
After this period, we may not be able to offer a refund. In some cases, we may offer store credit at our discretion.

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If your order is over £500 you can now use Psyloyals:

500 Psyloyals (UK returns) - 2000 Psyloyals (international returns).

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Returning Guide

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The following guide explains the different kinds of returns and how to execute them:

 

How do I return unwanted or unsuitable Item?

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) or store credit, within 15 days of receiving your order. You will need to post your return back to our UK centre. 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 refund. 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 wear and tear type of damage.
2. In the interests of hygiene, underwear, bras, and/or earrings 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 the 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 email you to confirm your return has been received and that your request is being processed. You may expect our reply within 72 hours of contacting us for a return. 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, make sure you first contact our customer care team by using our dedicated Return Request Form.

How do I return a faulty item?

In the unlikely event that you receive an incorrect or faulty item, we will refund the reasonable return postage cost, provided it has been pre-approved by our Customer Care team. A member of our Customer Care team will contact you to arrange the return and advise on the most appropriate shipping method in order to contain costs. We recommend using your National Post Office – economy tracked service. Please note that premium or expedited shipping services will not be refunded unless explicitly authorised in writing in advance. Return shipping costs exceeding USD 30 / EUR 25 must be approved in advance. Refunds can only be processed once the item has been returned, inspected 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 provide you with a return label to send your return back to our UK warehouse.

You have 15 days from the date of delivery to return your order. For faulty items that have been worn/used or for returns outside our Return Policy, please email us for further assistance. These may be accepted at the discretion of Psylo Fashion.

How do I exchange an item?

If you would like to exchange an item for another size, colour or fit in stock, you will need to return the item to us and place a new separate order for the item you wish to receive. You may proceed with your new order and pay, or wait for your return to arrive at our warehouse and pay using the store credit that will be issued for your returned item. 

Can I return an item that is on sale?

Yes, you can return sale items with proof of purchase within 15 days of receipt. However, for items discounted at 50% or more, we can only offer a voucher code - no refunds.

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

If you paid for your whole order with a gift card, your order will be refunded onto the original payment gift card. If you paid with a combination of payment card and gift card, we'll refund anything you paid for with your gift card first, and then refund any outstanding credit you are owed on to your original payment card. Our gift cards are valid for one year from date of issue.

Can I drop-off my return at Psylo Camden?

You're welcome to return in person, by visiting our Camden Shop Monday-Friday only, during our opening hours.·

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Where is my order?

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After posting your order with the courier service, we will provide you with your tracking number and how to track your delivery via email. Make sure to add customerservice@psylofashion.com to your email contacts to ensure you receive our emails. Alternatively, you can log in to your account anytime to check your 'order status' and delivery tracking.

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Non-Delivery Policy

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We understand that issues may occasionally arise. To address a non-delivered order, please check our policy below regarding items marked as delivered but not received:

1. Reporting a Non-Delivery Issue

If your order has been marked as "Delivered" by the carrier, but you have not received it, you must notify us within 30 days of the expected delivery date. Please contact our Customer Service team with the following information:

• Your order number
• Tracking number
• Confirmation of the shipping address
• Any relevant details or evidence (e.g., confirmation from a neighbour, building manager, or security footage)

2. Investigation Process

Upon receiving your report, we will:

• Verify the Tracking Information: We will review the tracking details provided by the carrier, including the delivery address, date, and time.
• Contact the Carrier: We may contact the carrier to request additional information or to open an investigation regarding the delivery.
• Provide Updates: We will keep you informed throughout the investigation process and notify you of any findings or actions taken.

3. Resolution Options

If a non-delivery claim is submitted within the 30-day period and we confirm that the item was not received, we will offer one of the following resolutions:

• Replacement: We will send a replacement item if it is in stock.
• Refund: We will issue a full or partial refund to the original payment method if a replacement is unavailable.
• Store Credit: As an alternative, we may offer store credit for the value of the item.

Please note that resolution options may vary depending on the investigation's outcome and our store's discretion.

4. Claims Made After 30 Days

Claims made after the 30-day period will not be eligible for investigation or compensation. It is the customer's responsibility to notify us promptly if an issue arises.

5. Exclusions

This policy does not cover instances where:

• The customer provided an incorrect or incomplete shipping address.
• The carrier confirms that the item was delivered correctly to the provided address.
• The delivery was confirmed by a signature (if the service is applicable).

6. Preventative Measures

To minimise the risk of non-delivery:

• Ensure your shipping address is correct at the time of purchase.
• Track your package using the tracking number provided in your order confirmation.
• If possible, arrange for someone to receive the package at the delivery location.

Contact Us

If you have any questions or need further assistance, please contact our Customer Service team

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Sustainable Packaging

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• Clothes' Hang-Tags We use recycled paper for hang tags, attached to clothing with a hemp string.
• Inner Packaging Each garment is individually packed in a biodegradable bag made from cornstarch to protect it during its journey to you.
• Return Instructions A recycled paper is enclosed inside the package, explaining how to return the item and ways to contact our customer care team.
• Envelopes We use 100% recyclable sugar cane envelopes for most deliveries. Sugar cane is an eco-friendly alternative to standard polythene mailing bags and is the greenest solution on the market. It is a bio-based naturally-grown raw material with no compromise on strength or quality. The CO2 taken from the atmosphere in the growing process offsets the carbon dioxide emitted through production and transport. For shipments with UPS or Parcelforce, we use 100% recyclable PVC envelopes provided by couriers to ensure a safer journey during shipment.
• Packaging Tape We use 100% recyclable self-adhesive paper tape which has high elasticity and tear resistance once applied.