Refund and Returns Policy
Overview
At PILA, we want you to be completely satisfied with your purchase.
If you are not happy with your order, you may request a return or refund within 30 days of receiving your order.
To begin the process, please email us at contact@pilaclothing.co.uk with your order number and details of the item(s) you wish to return.
Eligibility for Returns
To be eligible for a return, items must:
- Be returned within 30 days of delivery.
- Be unworn, unused, and unwashed.
- Be in their original condition.
- Have all original tags attached.
- Be returned in the original packaging where possible.
- Be accompanied by proof of purchase or your order number.
We reserve the right to refuse returns that do not meet these requirements.
Non-Returnable Items
We cannot accept returns for:
- Gift cards
- Sale or clearance items (unless faulty)
- Items that have been worn, washed, altered, or damaged after delivery
- Products returned without proof of purchase
How to Request a Return
To request a return, please contact us at contact@pilaclothing.co.uk and include:
- Your full name
- Order number
- Item(s) you wish to return
- Reason for return
Once your request has been reviewed, we will provide instructions on how and where to send your item(s).
Please do not send items back without contacting us first.
Refunds
Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.
If approved, your refund will be processed back to your original payment method.
Please allow up to 10 working days for your refund to appear, depending on your payment provider and bank.
Original shipping charges are non-refundable unless the item is faulty or incorrect.
Exchanges
We currently do not offer direct exchanges.
If you would like a different size, colour, or product, please return your original item for a refund and place a new order through our website.
If your item arrives damaged or faulty, please contact us at contact@pilaclothing.co.uk and we will arrange a replacement where appropriate.
Return Shipping
Customers are responsible for the cost of returning items unless:
- The item is faulty
- The item is damaged on arrival
- The incorrect item was received
We recommend using a tracked postal service when returning items, as PILA cannot be held responsible for returns lost in transit.
Late or Missing Refunds
If you have not received your refund after receiving confirmation from us:
- Check your bank account again.
- Contact your card provider.
- Contact your bank, as processing times can vary.
If you have completed these steps and still have not received your refund, please contact us at contact@pilaclothing.co.uk.
Contact Us
For any questions regarding returns, refunds, or faulty products, please contact:
Email: contact@pilaclothing.co.uk
We’re always happy to help.
