Returns

Our 30 day (90 day for our VIP Membership Customers) money back guarantee means that if for any reason you are unhappy with your purchase or change your mind, you can return it to us in its original condition within the time frame given (subject to it being returned in an unused state, complete with all packaging and components, having taken reasonable care of it).

Once the intention to return has been communicated, we ask that you return the product to us as soon as possible.

We also request that customers obtain proof of postage on all postal returns, as we cannot be held responsible for packages that do not reach us.

All returns must be sent back to our warehouse. We cannot accept goods back in person.

We will refund you the price you paid for that product within 30 days from notice of the intention to return. We regret that we are unable to refund the postage of unwanted items.

Wrong Item Received

In the unlikely event you receive the wrong item/s please contact us immediately to arrange the return. Please email support@activeshoops.com or call +44 19 9235 0810 . We will ask you to cover the cost of postage when sending it back to us, but this will be refunded to you upon receipt if the item was faulty. If you have simply changed your mind and didn’t like our products- the returns postage will not be covered.

If goods are lost in transit, following an investigation, we will either send a replacement or offer you a full refund.

Faulty items

In the unlikely event that we send you a faulty product or the product arrives damaged, please contact us immediately by emailing support@activeshoops.com or call  +44 19 9235 0810 .  We will then arrange the return/sending of a replacement/refund.

We will ask you to cover the cost of sending it back to us, but this will be refunded to you.  

If a complete refund is requested, then you will also have the original postage returned to you.

Non-refundable Items

We do not accept returns on lingerie, underwear or earrings for pierced ears, except when the products are faulty.

Refunds Process

If you find that you need to return a product to us, for any reason, please follow the following procedure:

1. Contact us via support@activeshoops.com or call +44 19 9235 0810  to explain the reason for the return.
2. Please state your order number/ submit photos.
3. We will send you our decision within 12 hours.

We will advise you of the address to send the product back to and any further details that you need to be aware of.

Goods must be returned by you, the consumer, at your expense and should be adequately insured during the return journey.  If the product is faulty/issued incorrectly the return postage cost will be refunded to you.

We ask that customers obtain a proof of postage or request a signature on all postal returns as we cannot be held responsible for packages that do not reach us.

In the case of faulty/incorrectly issued merchandise, please include a copy of the postal charge receipt/detail in order to refund this cost.

We will make the refund directly to your credit/debit card used to place the original order within 30 days of the returns notice.