Returns & Refunds Policy

Free returns are available for customers in the United Kingdom only. For EU and international customers, return shipping is at your own cost unless you've chosen Express DDP shipping or if the product is damaged, faulty, or incorrect.

Return Eligibility

You have 30 days from the fulfilment date of your order to request a return. To be eligible:

• Items must be in their original condition: unworn, unused, with tags, and in original packaging.
• Proof of purchase (order confirmation or receipt) is required.

How to Start a Return

Please email letstalk@hellocas.co.uk with your order number and reason for return, or log in to your account and request a refund or exchange.

Once your return is approved, UK customers will receive a prepaid return shipping label and return instructions. International customers will be responsible for return shipping unless otherwise agreed based on the issue reported.

Damaged or Incorrect Items

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect. We will work with you to resolve the issue quickly.

Non-Returnable Items

• Final sale items
• Gift cards

Exchanges

The fastest way to get the item you want is to return the original item and place a new order once your return is accepted.

European Union – 14-Day Cooling Off Period

If your order was delivered to an EU address, you have the right to cancel or return your order within 14 days for any reason. As with all returns, items must be unused, in original condition, with tags and packaging, and include proof of purchase.

Customs, Duties, and Taxes

UK orders: No duties or import fees apply.
EU orders: We offer DDP (Delivered Duties Paid) via our Express Shipping service, so you will not be charged import fees.
International orders (non-EU): Orders are shipped DAP (Delivered at Place), meaning you may be required to pay import duties, VAT, or handling charges before final delivery. These fees are your responsibility.

Refunds

Once your return is received and inspected, we’ll notify you of the outcome. If approved, a refund will be issued to your original payment method within 10 business days.

If more than 15 business days have passed since approval and you haven’t received your refund, please contact us at letstalk@hellocas.co.uk.

Last updated: 10/04/2026