Returns and exchanges

Clear information about UK and international returns, exchanges and faulty items.

1

Access portal

Complete your return or exchange request through our returns portal.

Open returns portal
2

Prepare item

Ensure the item is unworn, unwashed and has its original tags attached.

3

Ship back

You cover outbound and return shipping. Costs are deducted from your refund or store credit.

UK returns and exchanges

Standard returns

  • Return window: 14 days from purchase.
  • Items must be unworn, unwashed and have original tags intact.
  • You arrange and pay for return shipping.
  • Outbound and return shipping fees are deducted from your refund.
  • Refunds are processed 5–7 business days after receipt.

Exchanges

  • The same condition requirements apply.
  • Outbound and return shipping fees are deducted from store credit.
  • Store credit is applied to your new item purchase.
  • If the new item is unavailable, we will contact you with alternatives.
Start a UK return

International returns and exchanges

Eligible countries: Most countries worldwide — contact us if unsure

  • Return window: 14 days from purchase.
  • Items must be unworn, unwashed and have original tags intact.
  • You are responsible for all outbound and return shipping costs.
  • Both shipping amounts are deducted from your refund or store credit.
  • Import duties and customs fees are your responsibility.
  • Refunds are processed 7–10 business days after receipt.
  • Allow 2–4 weeks due to customs and transit times.
Start an international return

Item condition requirements

What we accept

  • Unworn and unwashed items
  • Original tags attached
  • Original packaging, where applicable
  • No signs of wear, damage or alterations

What we do not accept

  • Worn, washed or damaged items
  • Missing original tags
  • Altered, customised or tailored items
  • Creasing, pilling or fading caused by wear

Questions? customersupport@triads.co.uk or 01642 254124.

Open returns portal

Is your item faulty?

What we consider faulty

  • Manufacturing defects such as seam failure or structural issues
  • Material flaws including dye problems or fabric weakness
  • Hardware failure on first use
  • Defects caused by manufacturing, not wear or misuse

Our process

  1. Contact support with clear photos.
  2. We review the images and contact the brand.
  3. Once confirmed, we send a prepaid return label.
  4. Send the item back at no cost.
  5. We assess repair, replacement, store credit or refund options.

Initial assessment: 24–48 hours. Our decision is based on the fault severity and the practical resolution available.

Contact support Open returns portal

Questions and answers

What is your return window?

You have 14 days from purchase to initiate a return or exchange. Items must be returned within 21 days of purchase. Open returns portal

Can I return an item without a receipt?

Yes. Provide your order number or email address and we will verify the purchase.

Do you offer free returns?

No. Return shipping is your responsibility, and outbound and return shipping fees are deducted from the refund.

Do you offer free exchanges?

No. You cover outbound and return shipping costs, which are deducted from store credit.

How long do I have to send an item back?

Items must be returned within 21 days of purchase.

How do I start a return?

Use our returns portal to submit your request. Open returns portal

Can I exchange for a different size?

Yes, subject to availability and the condition requirements above.

What happens if my replacement is out of stock?

We will contact you and offer suitable alternatives where possible.

Are sale items returnable?

Unless otherwise stated at the time of purchase, the same condition and return window apply.

Who pays international customs charges?

You are responsible for import duties and customs fees.

How long do international returns take?

Allow 2–4 weeks due to customs and transit times.

What if my item is faulty?

Contact support with clear photos. If confirmed faulty, we provide a prepaid return label.

Can I return an item bought in store?

Please contact support with your receipt or purchase details so we can advise.

When will I receive my refund?

Refunds are processed 5–7 business days after UK receipt, or 7–10 business days after international receipt.

How can I contact support?

Email us at customersupport@triads.co.uk or call 01642 254124. You can also use our returns portal. Open returns portal

Contact and support

For questions about a return, exchange or faulty item, contact customersupport@triads.co.uk or 01642 254124.

Open returns portal

Final policy statement

This policy applies to purchases made through Triads Clothing. Please use the returns portal to begin your request and contact support if you are unsure about eligibility.

Open returns portal