Refund policy

- SATISFIED OR REFUNDED -

For items purchased on this website, we offer a refund or store credit on purchases returned within 15 days of receiving your order. The return service is offered via post and customers are responsible for the shipping costs of returns. Once you contact our team by submitting the return form or directly by email, we will calculate the cost of the return for you by our carriers and will deduct the amount from your refund. If your order is over £500, instead of a return fee–you can now use Psyloyals for free returns: 500 Psyloyals (UK)/2000 Psyloyals (international).

Before returning your item/s, make sure you carefully read the instructions below and get in touch with our customer service below:

- How do I return unwanted or unsuitable items?

Suppose you simply change your mind about the item you have bought from us online. Then you can return it to us for a refund (the initial delivery charges are non-refundable), an exchange or a voucher code, within 15 days from the date of receiving your order. You will need to post your return back to our United Kingdom 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, is stained, shows signs of being worn or washed, and has a 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 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 or directly by email, we will calculate the cost of the return for you by our carriers and will deduct the amount from your refund. If you order over £500 in the United Kingdom or EU - our return service is free (one free return label per order). In case you choose to not use our delivery services and return the item/s via a courier of your choice, 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 here.

- 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 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 of the status of your refund after inspecting the item.

The United Kingdom Consumer Rights Act 2015 states 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 45 DAYS- IF YOUR GOODS ARE FAULTY, YOU CAN GET A 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.

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

International Orders: We will reply to your email as soon as possible (usually within 72 hours), with more information and details of your next steps. We will refund the postage cost you incur to send your return to the United Kingdom.

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. Learn more about legibility and how to return your item in our return guide here.

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

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