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About Citizens of Humanity
Returns & Exchanges
We constantly strive to ensure that the products we bring to your door are of the highest quality. However if for any reason, you wish to return your purchase, we will refund or exchange items that are sent back to us within 14 days of you receiving them. If you would like to return an item to us, please notify us via email (firstname.lastname@example.org) of the item and the reason for the return. Once the return information has been received, we will issue a returns airway bill for you to attach to your parcel. Once the parcel is prepared, you can take it to the nearest drop-point (which will be sent to you). Please ensure that you wrap your goods securely (we do not refund packaging costs). We consider a parcel to be returned from the initial date of your outreach requesting a return. Please note that our free returns policy excludes any items purchased within our seasonal sales periods.
This returns policy does not affect your UK statutory rights.
In the event of a refunded return, we require that you return the new and unused goods to us with all the original labelling attached within 14 days (UK and International) of receiving the goods. New and unused means there are no marks on the item or wear on the tags and the item has been returned to us in saleable condition. Stretch by Paulie Ltd. will not accept returns for any non-faulty items that have been worn, washed and/or tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us (by email) on the same day if they wish to return. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags.
We ask that all International customers are aware that all international customs duties and sales taxes cannot be refunded.
For special offer or sale items, customers are required to return unwanted goods at their own cost. Stretch by Paulie Ltd. cannot be held responsible for goods lost or damaged in transit, so we recommend you send the goods to us by Registered Post. Once goods are received to our head office (Paulie, 794 Finchley Road, Temple Fortune, London, NW11 7TJ), your refund will then be processed within 3-5 days to the original method of payment used.
Please note, Stretch by Paulie only offers free pick-up returns to UK. Orders outside UK are responsible for international shipments fee.
In the event of an exchange, items are subject to product availability and the customer will incur any shipping costs for returning items to be exchanged. We can only exchange an item for a different size, style, and colour subject to our stock availability. All exchange enquiries can be made by contacting email@example.com with ‘EXCHANGE’ in your subject heading or calling 0208 458 4422. Exchanged items can only be dispatched after the returned goods have been received.
If you believe your goods to be faulty, please contact our Customer Services Department stating whether you require a refund or an exchange and we will arrange for the Goods to be picked up and delivered to us for examination prior to any decision being made. If the product was faulty, a replacement will be sent to the customer. The new delivery cost will be covered by Stretch by Paulie Ltd. Alternatively, a refund will be made to the original payment method. The refund will be processed as quickly as possible.
Stretch by Paulie Ltd. makes every effort to ensure that all information on the Website, including description, price, display and colour of Goods, is as accurate as possible. However, as the actual colours you see will depend on your monitor, we cannot guarantee the colour you see on your monitor will 100% reflect the colour of the goods on delivery. All Goods are subject to availability.
All sizes are approximate, however, we do make every effort to ensure the sizes are as accurate as possible. Please refer to the size guide for clarification.