Returns
OUR POLICIES
You have 14 days from receiving your goods to return them to us, without giving any reason. This policy explains how to return, what you will be refunded, and the conditions that apply. Nothing in this policy limits or removes your statutory rights. It should be read alongside our Online Terms of Sale at our Online Terms of Sale.
1. HOW TO RETURN
To initiate a return or an exchange from the UK (Excluding the Channel Islands), please use our returns portal by clicking here.
To initiate a return from anywhere else in the world (including the Channel Islands), please use our returns portal by clicking here.
Have your order number (including the # symbol) and email address ready.
TO COMPLETE YOUR RETURN:
1. Open the returns portal.
2. Enter your email address and order number (including the #).
3. Select the item or items you wish to return.
4. Choose your preferred outcome: refund, exchange, or store credit. See sections 2 and 3 for what is available to you.
5. Download and print your return label, attaching it securely to the parcel.
6. Drop the parcel at your nearest DHL Express Service Point.
Each order must be returned separately.
Online orders cannot be returned or exchanged in-store.
To avoid any reduction in your refund, please return goods in the condition in which they were delivered – unworn, unwashed, with all original tags attached and in their original packaging. See section 2 for how refunds are calculated where goods are not returned in their original condition.
2. REFUNDS
If you cancel the order before we dispatch your goods, we will refund you in full within 14 days of your cancellation notice. You do not need to return anything.
If you cancel after receiving your goods, we will refund you within 14 days of receiving the goods back from you, or within 14 days of you providing evidence that you have sent them back, whichever is earlier.
We refund by the same payment method you used. We do not charge a fee for the refund.
If you cancel your entire order, we will also refund the standard delivery charge you paid. If you cancel only part of your order, we will not refund the delivery charge, as delivery was made in full for the goods you are keeping.
We may reduce your refund to reflect any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning – that is, beyond the kind of handling you could reasonably do in a shop. This includes goods that have been worn beyond trying them on for fit, washed, had their tags removed, or where branded packaging has been damaged. In some cases the goods may have no resale value, in which case no refund will be due. This does not affect your right to cancel.
Socks can be fully assessed – including their size, material and finish – without being worn, so trying them on is not necessary to decide whether to keep them. If socks are returned having been worn, washed or soiled, they cannot be resold; their value will have been reduced by the full purchase price and no refund will be due. We tell you this on the relevant product page before you order.
3. COST OF RETURNS
UK returns
£7.95 – DHL Express depot drop-off.
The cost of the return label will be deducted from your refund.
Return postage is complimentary if you select an exchange or store credit.
International returns
Return costs by country:
• South Korea – 20,600 KRW
• Canada – 20 CAD
• Sweden – 150 SEK
• Australia – 22 AUD
• Denmark – 105 DKK
• Switzerland – 14 CHF
• Hong Kong – 120 HKD
• Japan – 2,200 JPY
• China – 200 CNY
• Norway – 140 NOK
• Rest of World – £17 GBP
International customers may only return for a refund. Exchanges and store credit are not available for international orders.
The return costs shown at the time you place your order are the costs that apply to your return. We may update these costs from time to time; any change will apply only to orders placed on or after the date the updated costs take effect.
FAULTY, DAMAGED OR INCORRECTLY SENT GOODS
If your goods are faulty, damaged on arrival or were sent in error, we will bear the reasonable cost of return carriage. Please contact us at deliveryandreturns@drakes.com before returning so we can arrange a return label. If you return to us using an alternative service, we will reimburse return carriage costs up to the amount we would have charged for our standard DHL return service.
4. EXCHANGES AND STORE CREDIT
UK customers may select an exchange (subject to availability) or store credit as an alternative to a refund. These are commercial options and not statutory rights.
Store credit is issued as a virtual gift card, valid for 6 months or until the balance is used.
International customers may only return for a refund. Exchanges and store credit are not available for international orders.
5. GOODS THAT CANNOT BE RETURNED
The right to return – whether under your statutory right to cancel or our commercial returns policy – does not apply to:
• Bespoke or made-to-measure goods – goods personalised to you. No right to return once your order is placed. Your statutory quality rights under the Consumer Rights Act 2015 are unaffected.
• Goods supplied with a hygiene seal, where that seal has been broken after delivery. The right to return is lost once the seal has been broken, for health protection and hygiene reasons. This applies only to goods we identify as carrying a hygiene seal on the relevant product page before you order; it does not apply to ordinary protective or transit packaging. Your statutory quality rights are unaffected.
• Goods that have become inseparably mixed with other items after delivery.
We will tell you on the relevant product page before you order if a product falls within any of these categories.
6. Your legal right to cancel – for UK and EU consumers
In addition to our returns process set out above, you have a statutory right to cancel any order placed on our website within 14 days of receiving your goods, without giving any reason. This right is guaranteed by law and cannot be taken away or limited by us.
The 14-day cancellation period begins the day after you receive your goods. For split deliveries, it begins the day after you receive the last item. It is sufficient to send your cancellation notice before the period expires; you then have a further 14 days to return the goods.
To exercise your statutory right to cancel, notify us before the period ends by either:
• Email at deliveryandreturns@drakes.com
• Electronically via our website using the cancellation link or function available as a permanent feature of our website here, which is no more difficult to use than placing an order.
•If the order has been dispatched use following link - here, in which case we will send you an acknowledgement by email without delay.
Once you have notified us, use the returns process in section 1 to send the goods back. Use of the returns portal is strongly recommended but is not a condition of exercising your statutory right. If you do not use the portal, contact us at deliveryandreturns@drakes.com to arrange your return.
Your refund entitlement on statutory cancellation is set out in section 2. The statutory right to cancel is separate from our commercial returns policy in section 7; exercising one does not limit or affect the other.
7. COMMERCIAL RETURNS CONDITIONS
In addition to your statutory right to cancel, we accept returns of unwanted goods within 14 days of delivery on a discretionary basis. To be accepted under our commercial returns policy, goods must be returned:
• unworn and unwashed;
• with all original tags attached
• in their original packaging, including any branded boxes, tissue paper or garment bags in which they were delivered.
If goods do not meet these conditions, we will not be obliged to accept the return or process a refund under this policy. We will notify you if that is the case and return the goods to you at your cost.
These conditions do not apply to whether we accept a statutory cancellation under section 6 – but they may affect the amount of your refund under section 2 where goods are returned in a condition that reduces their value.
Our commercial returns policy does not apply to archive goods. See section 9.
8. BUNDLE RETURNS
To receive a full refund on a bundle, all items must be returned together. The statutory cancellation rules in section 6 apply to a full bundle return.
If you return only part of a bundle, this will be treated as a commercial return under section 7. The bundle discount will be recalculated and the discount value attributable to the returned items will be deducted from your refund.
Bundle items may be exchanged for an alternative size only. Exchanges for different products are not available.
International customers must return all bundle items together; partial bundle returns are not permitted for international orders.
9. ARCHIVE GOODS
Your statutory right to cancel applies to archive goods in the same way as any other goods. You are entitled to cancel within 14 days of receiving the goods and receive a full refund, subject to any deduction for diminution in value where the goods have been handled beyond what is necessary to assess their nature and condition.
Our commercial returns policy does not apply to archive goods. We do not offer exchanges or store credit for archive purchases.
Refund is the only outcome available on cancellation of an archive order.
Return postage for archive items is at your cost. Return costs are set out in section 3.
Nothing in this section limits any statutory rights you may have in respect of faulty or misdescribed archive goods under the Consumer Rights Act 2015.
10. CONTACT
For returns and delivery queries: deliveryandreturns@drakes.com
For further information, please visit our FAQs.
This policy should be read alongside our Terms of Sale.