RETURNS

What we can accept

So that we can resell an item, it needs to come back to us exactly as it left. Please return pieces:

• unworn, unwashed, unaltered and undamaged
• with all tags and labels still attached
• in their original packaging

Return postage is at your own cost unless the item is faulty or we sent you the wrong thing. The parcel remains your responsibility until it reaches us.

Hygiene items

For hygiene reasons, swimwear, underwear, briefs and bodysuits, and socks and tights can only be returned if they are unworn and still in their original sealed packaging, with any hygiene strip or seal fully intact. Once a seal has been broken or the item has been tried on, we are not able to accept it back.

If you do want to try swimwear for size, please keep your child’s underwear on and leave the hygiene strip in place until you are certain.

This does not affect your rights if an item arrives faulty, damaged or is not what you ordered. Please email us in those cases and we will always put it right.

How to return something

1. Request your return. Sign in to your account and submit a return request through our returns portal. If you checked out as a guest, create an account using the same email address you ordered with and your order will appear, or email us and we will help.
2. Wait for your approval email. It confirms your return and gives you the return address to use. Please do not send anything back before you have it.
3. Pack the items securely and put a printout of the approval email inside the parcel, so we can match it to your order.
4. Post it back with the courier of your choice, to the address on your approval email. We strongly recommend a fully tracked service and keeping your proof of postage — without it we cannot help if a parcel goes missing on its way to us.
5. We refund you within 5 working days of your return arriving, to the original payment method. Your bank may take a few days more to show it.

If something is faulty or incorrect

Please email customer@happyology.co.uk within 48 hours of delivery with your order number and a photograph of the problem. We will arrange the return, cover the postage and put it right. Do not start a standard return request for these — going through us directly is quicker and costs you nothing.

Exchanges

We are not able to exchange directly. If you need a different size or colour, please return the original for a refund and place a new order for the piece you want. That way you secure the size you need straight away rather than waiting for your return to reach us.

Changes to your order

Once an order is placed we cannot amend or cancel it, so please check your size, colour and delivery address carefully before you check out. If something is wrong, email us immediately at customer@happyology.co.uk and we will do what we can before the parcel is picked.

Please do not refuse delivery

If a parcel comes back to us because delivery was refused, collection was missed, or the address was incomplete or incorrect, we have to pay the carrier for the return leg. In that case we will refund you less the original delivery cost and a £30 return to sender handling fee. It is always cheaper for you to accept the delivery and return it through the process above.

Any questions

We are a small team and we read every message. Email customer@happyology.co.uk or use our contact form, and see our shipping and delivery page for costs and timings.

HAPPYOLOGY. Registered in England and Wales, company number 14066946. VAT number GB413362037. Registered office: F59, New Wing, Somerset House, Strand, London WC2R 1LA.