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Home Return Policy

Our Returns Policy

We have a 30-day return policy, this means you have 30 days after receiving your item to request a return. 

We want you and your little ones to be completely satisfied with your purchase, so please read below to find out more.

Returns FAQ's

What's the eligibility criteria for a return?

To be eligible for a return, your item must be in the same condition that you received it, with its original packaging (this is crucial as we are keen to minimise the waste of postage materials). You’ll also need the receipt or proof of purchase. 

How do I start a return?

To start a return, you can contact us at info@secondly.uk. Please use the email subject line as follows. Return [Your Order Number].

If your return is accepted, you can then send your item back to us, we will send you an email with subject line: Return Accepted: [Your Order Number].

Items sent back to us without first requesting a return will not be accepted.

What address do I need to ship my return to?

Please note that returns will need to be sent to the following address:

2 Brooke Forest, Fairlands, Guildford, GU3 3JH

Do I need to pay for my return?

In the event the items are damaged, we will always pay for return postage and process an exchange or refund.

We currently cannot offer free returns for your items, however we will be happy to help with postal options if this is something you're unsure of.

Can I exchange my items?

Absolutely. We want to make sure you have the clothing you'll love for your children.

To exchange an item simply return it as per the process above, and once the refund has been processed select the item you'd prefer and checkout!

How long does it take to process a return?

Returns are typically processed within 5-7 business days of receiving your package. Refunds will be issued to the original form of payment, and you will receive a confirmation email once your return has been processed.

When will I receive a refund?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@secondly.uk.

How do I track my return?

If you'd like to know what's going on with your return simply email info@secondly.uk with subject line Return [Order Number] and ask us what you'd like to know. We're always happy to help!

If quicker drop us a message on Instagram!

What if I received a damaged or incorrect item?

We hope this never happens, but if it does please send us an email with your order number explaining the issue, we'll be more than happy to help.