Shipping policy

 

Returns & Exchanges

We know that sometimes things don’t work out – fit, feel or colour. No stress. We’ve made our returns policy simple and transparent to give you peace of mind wherever you ride from.

Our promise: We balance customer care, sustainability, and operational clarity. We don’t overcomplicate – but we also won’t silently pass the cost of returns on to everyone. Below you'll find how we handle returns based on where you're based.

UK Returns

  • ✅ Free returns on all UK orders within 30 days of delivery
  • We’ll provide a prepaid return label via email or our return portal
  • Items must be unworn, unwashed, and in original condition

EU Returns

  • ✅ Free returns for orders over £150 or placed with Express (DDP) shipping
  • 🔁 For Standard EU (DAP) orders, returns are at your own cost
  • We’ll help facilitate your return with clear instructions or offer label purchase support
  • 30-day window from delivery for all EU returns

We subsidise returns for Express (DDP) orders to make that premium shipping experience feel worth it.

International Returns

  • 🌍 Returns from outside the UK/EU are accepted within 30 days of delivery
  • Shipping and any customs or duties are the customer’s responsibility
  • We’ll guide you through the return process and documentation needed
  • No exchanges offered – we recommend placing a new order for replacements

How to Start a Return

  1. Email letstalk@hellocas.co.uk with your order number and reason for return, or please log in to your account and request a refund or exchange.
  2. We’ll confirm eligibility and send next steps within 1–2 working days
  3. For UK and EU Express orders, you’ll receive a prepaid return label
  4. For other regions, we’ll guide you through the process manually

Refunds

  • Refunds will be processed to your original payment method within 5–10 business days of return approval
  • Shipping costs are non-refundable unless the return is due to a fault on our end
  • Returned items must pass a quick quality check before refunds are issued

Exchanges

We do not currently offer automatic exchanges. If you want a different size or style, please return your original item and place a new order.

If you have any questions, we're here for you: letstalk@hellocas.co.uk

Last updated: 10/04/2026