Return Conditions

The following return conditions do not apply to Clearpay orders or discounted orders. Please see designated Clearpay return conditions and designated discounted return
conditions below. 

We hope you love your items from Active Stores, but if for any reason you do not, we
can provide an exchange or refund.

To start a return, you can contact us at hello@activestores.co.uk

Returning your item

When items arrive back to our warehouse we will issue you with a refund or exchange,
sent via email for you to use on our website. Please allow up to 15 business days for processing.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

All items must be in their original, unworn, unwashed condition with tags attached.

The cost of return shipping is the responsibility of the customer. 

An exchange or store credit will be offered for any items returned due to change
of mind or faulty items.

All tags and packaging must be in original condition and the bag clearly
unused. 

All exchanges will receive complimentary shipping when being sent back to you.

*All exchanges are subject to availability. 

If you wish to exchange items but require your piece urgently, we recommend
repurchasing to avoid missing out on stock, therefore you receive your item sooner and we can issue you a refund once your return items arrives.

For direct product exchanges, we will send your exchange with free shipping. Only
products worth the exact same price are possible through our returns portal. To
make an exchange for higher value items, simply exchange for a store credit and
apply to your next purchase. 

If your return is accepted, we’ll send you information of where to send the item. Items sent back to us without first requesting a return will not be accepted.

Please allow 2 business days for a refund to be processed from the date the returned
item is received by Active Stores. Refunds will be issued to the credit/debit card, Apple Pay or PayPal account used for the original payment. 

You can always contact us for any return question at hello@activestores.co.uk

Damages and issues

Please inspect your order and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions /
non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded
on your original payment method within 10 business days. Please remember it can
take some time for your bank or credit card company to process and post the
refund too.

If more than 15 business days have passed since we’ve approved your return,
please contact us at hello@activestores.co.uk