Refund policy
Returns &
Refunds Policy✨
We want you to enjoy shopping with us, and we completely understand that sometimes something may not be quite right. Our returns process is designed to be clear, fair, and as easy as possible.
1. Returns Policy 🔄
Timeframe for Returns ⏰
If you decide an item isn’t quite right for you, just let us know within 14 days of receiving your order.
Once we’ve confirmed your return, the item should reach us within 28 days of the original delivery date.
If a return arrives without order details or outside this timeframe, we’ll still do what we can to help, though a refund may not always be possible.
Condition of Returned Items ✔️
We’re always happy to accept returns when items are:
• Unused
• In their original condition
• In original packaging (where applicable)
If an item has been worn or used, we may not be able to accept it, simply because we can’t resell it.
Non-Returnable Items 🚫
A small number of items can’t be returned, including:
• Clearance or discounted items (unless faulty)
• Custom or made-to-order products
• Items sold as Seconds or Bargain Deals due to minor imperfections
2. Refund Policy 💷
How Refunds Work
As soon as your return arrives with us, we’ll check it and process your refund within 10 working days. Your refund will go back to your original payment method.
• For standard returns or sizing issues, a £4.50 restocking fee per item will be deducted.
• For faulty or incorrect items, you’ll receive a full refund with no restocking fee, and any delivery charge you originally paid will be refunded.
Shipping charges are non-refundable unless we made a mistake with your order.
Information to Include 📝
Including a little note inside your parcel really helps us process your return quickly. Please include:
• Your name
• Order number
• Email address used at checkout
If these details are missing, it may take us longer to identify your return.
Damaged or Faulty Items 🔧
If anything arrives damaged or not as expected, please contact us within 28 days.
We’ll happily arrange a replacement or a refund — whichever works best for you.
3. Exchanges 🔁
If you need a different size, just return your item to us following the steps in Section 2 of our Refund Policy.
Once your return is on its way, you’re welcome to place a new order for the size you’d like, and we’ll get it dispatched to you as quickly as possible.
4. Missing Items & Order Issues 📦
If something appears to be missing or incorrect, simply let us know within 28 days of receiving your parcel.
We’ll look into it for you and put things right as quickly as we can.
5. How to Return Your Item 📬
Returning by Post
• Pack your item safely to prevent damage in transit.
• Include your name, order number, and email address inside the parcel.
• Contact us first so we can give you the correct returns address.
Return postage is your responsibility unless your item is faulty or the issue is on our side.
Items sent to outdated or unauthorised addresses, or parcels with no identifying details, may be difficult for us to process — but we’ll always try our best to help.
Why We Charge a Restocking Fee 💁
We cover all outbound postage and packaging costs to give you free delivery — even on small orders.
The £4.50 restocking fee helps us maintain this service and manage the rising costs caused by unnecessary returns or “trial ordering” multiple sizes. It allows us to keep our prices sharp for everyone.
6. Clearance &
Non-Refundable Items 🛍️
Items purchased in a Clearance Sale or marked as Seconds or Bargain Deals are non-returnable unless faulty.
7. Contact Us 📧
If you’d like to arrange a return or exchange, or you simply have a question, please email us at:
info@agsonline.co.uk
Include your order number and a short note about what you need, and we’ll reply within 2 business days.