Returns and refunds

Start a return within 7 days of the day your order is delivered. Send it back unworn, unwashed and undamaged, with everything it came with, and post it within 7 days of starting the return. Return postage is yours. We refund the price of the item to your original payment once it arrives and we've checked it. Shipping you paid on the order isn't refunded. Insoles you've trimmed to fit can't come back for a change of mind, so check your size before you cut.

If we sent a different size from the one you ordered, or it's made more than 2⁠–⁠3 cm (about 1 in) off the maker's measurements for its size, tell us within 14 days of delivery with a photo of the label (and of the measurement if we ask). We'll send the right size at no cost to you, and tell you if we need the first one back. Our size charts list body measurements, so the garment itself will always measure bigger than the chart; we check it against the maker's garment measurements. If you picked a size that doesn't suit you, use the 7-day return above and order the size you need. Orders of $70 or more ship free.

Tell us within 14 days of delivery, with your order number and a photo or short video of the problem. We'll send a replacement, or refund you if we can't, at no cost to you. We usually don't need the item back; if we do, we'll email you a prepaid label. Faults are covered by our 14-day limited warranty.

These contain lithium batteries, and carriers have rules for shipping them, so they work a little differently:

• Unused, within 7 days: contact us first. We'll send the packing steps; return postage is yours.
• Faulty: we replace or refund it. We won't ask you to mail a faulty battery back; we'll tell you how to recycle it.
• A product with its own battery pack (the battery fleece jacket and vest, the cordless gloves, the beanie, the plaid scarf) goes back with its pack: contact us first for the packing steps.
• Returning something that runs on a power bank you bought separately? Take the power bank out and keep it. Don't pack it with the return.
• Keeping a power bank you bought with it? That's fine. We refund what you send back, and the power bank stays yours.

Send us your order number and what you'd like through our contact form. We'll email you the US return address and what to do next. Please don't send anything back before we reply.

We refund within 5 business days of your return arriving with us, or of approving a claim that doesn't need the item back. Your bank may take a few more days to show it.

Contact us as soon as you can. If your order hasn't been packed yet, we cancel it and refund you in full. Once it's packed or on its way, use the 7-day return instead.