Returns & refunds

14-day returns worldwide

For consumer purchases, you may notify us that you wish to withdraw within 14 days after you, or a person you nominate other than the carrier, receive the goods. No reason or penalty is required. For one order containing multiple goods delivered separately, the period begins after the last good is received; for goods delivered in lots or pieces, after the last lot or piece.

This covers every country to which we accept orders. Outside the EU, we voluntarily offer the same 14-day change-of-mind window. Mandatory rights that provide a longer period or better protection remain unaffected. Faulty-goods rights are not limited to this window.

How to notify us and return an item

Send an unambiguous withdrawal statement to clothesupport@gmail.com or (postal address for customer complaints), identifying the order and goods. Use the model form below or your own statement. Online withdrawal function: /withdrawal, linked in the footer; submission will be activated before sales open. It collects your name, contract identification and electronic contact for acknowledgement, followed by Confirm withdrawal. We send a durable acknowledgement containing the statement and its submission date and time without undue delay, no later than the end of the working day, under Article 52a. This information page does not itself submit a request.

Send the goods back without undue delay and within 14 days after notice to (return recipient and full return address), unless we offered collection. Keep proof of dispatch. The deadline is met by dispatch within the period. Prior approval or a special return number is not a condition of statutory withdrawal.

Return shipping costs

For a change-of-mind return, you pay the direct cost of sending the goods back. We do not charge a separate restocking fee. Costs depend on your location and carrier; no free international return service has been arranged.

For a faulty, damaged or incorrectly supplied item, we cover the necessary return cost. Contact us so that we can arrange a suitable method. For cross-border returns, carrier and customs instructions will be provided for the destination concerned.

Trying on and caring for the item

You may inspect and try on clothing as you would in a shop. Please return accessories, tags and packaging where possible, and avoid wearing, washing or altering the item beyond what is needed to check it.

Handling beyond what is necessary to establish an item’s nature, characteristics and functioning may result in a deduction for demonstrable loss in value. Missing packaging or removed tags do not automatically remove a statutory withdrawal right. We will explain any proposed deduction.

Refund amount and timing

For withdrawal from the whole order, we refund the returned goods and the original standard delivery charge. Any extra amount paid for faster or premium delivery is not refunded. For a partial return, any delivery-charge adjustment depends on the retained items and applicable law.

We reimburse within 14 days of receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that you sent them, whichever comes first, unless we offered to collect them. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. For cash-on-delivery orders, we will agree a suitable method with you; store credit will not be imposed.

Faulty or incorrect goods

Contact clothesupport@gmail.com, (contact telephone number), or (postal address for customer complaints) with the purchase documents, problem and requested remedy. Under the Bulgarian sale-of-goods legislation, the Seller is responsible for non-conformity existing on delivery and appearing within two years. Remedies include repair or replacement and, where the legal conditions are met, a proportionate price reduction or termination. Statutory extensions following repair and suspension of time limits apply where required by law. Terms & conditions, Section X, explains the procedure and repair/replacement deadline.

These remedies are separate from changing your mind. We do not require a fault to be reported within 14 days or exclude rights simply because an item was on sale. Applicable protections in other destinations remain available.

Exceptions and missing withdrawal information

Only a legally applicable, pre-disclosed exception removes the change-of-mind right, for example genuinely personalised goods or sealed goods unsuitable for return for genuine health or hygiene reasons after unsealing. Ordinary clothing, sale items and accessories are not automatically excluded. Applicable product-specific exceptions: (qualifying products and exception, or none). Defect and conformity rights remain available.

Where the legally required withdrawal information was not supplied, Article 51 of the Bulgarian Consumer Protection Act extends the period to one year and 14 days from the relevant receipt date. If the information is supplied within that year, the withdrawal period expires 14 days after receipt of the information.

Optional withdrawal statement

To: (registered company name and legal form); postal address: (postal address for customer complaints); email: clothesupport@gmail.com.

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: (goods and order reference). Ordered on: (date). Received on: (date). Name of consumer(s): (name). Address of consumer(s): (address). Date: (date). Signature of consumer(s): (only if sent on paper). Delete whichever wording does not apply.

Complete and send this only if you wish to withdraw. The form is optional; any unambiguous statement is sufficient. The return recipient and address are stated above. Appendix 2 of Terms & conditions explains the effects of withdrawal.

Useful resources

• EU consumer guidance on returns