Returns & Exchanges Policy
Scultura Activewear places customer service at the very heart of our business. We want your experience with us to be a positive one and ensure that you are totally satisfied with your purchase. We have therefore included as much detail as possible regarding size, fit and fabric details on our website so that you can make an informed choice when purchasing from our collection. We totally understand that there are occasions when this might not be the case and so in the event that you are not totally satisfied, we will do all that we can to make sure that we put it right for you and as soon as possible! We are also very happy to answer any questions that you may have about Scultura Activewear, any time.
How to complete your return
- Returns can be made within 28 days of receipt of your order
- You must notify us within 14 days of receipt that you would like to start a return by emailing email@example.com including your return reason and your order number.
- You will then receive an email from us with details on how to complete your return.
- To be eligible for a refund, your item/s must be returned to us in perfect condition. This means that the item/s must be unworn, unwashed and undamaged, complete with all the original labels and tags still attached. (When trying the garments on please take care not to mark the items with make up or beauty products as these cannot be accepted for a refund)
- Refunds can only be made to the debit/credit card, Shopify Pay, Apple Pay, Google Pay or PayPal account used for the original order
- Please note that if 28 days have elapsed since your purchase, we will be unable to offer you a refund
- We are unfortunately unable to offer free returns if you have changed your mind, for exchanges or if you have ordered the wrong size
- Returning the item back to us is the responsibility of the customer and we recommend that you use a tracked shipping option and/or purchasing shipping insurance as we cannot be held responsible for any returns that arrive damaged or are lost in transit. Please also obtain proof of postage and keep this safe until we have received your return and your refund has been processed
- Where possible, please return your item/s in the original packaging ensuring that the box is adequately sealed
We will send you an email notification once your return is received. We will then notify you of the status of your refund. If approved, your refund will be processed and a refund will be automatically applied to your original method of payment. Please allow up to 14 days for your refund to be processed once we have received your return. Depending on the issuer, refund times can vary but are usually within 3-5 days. This can vary and can be longer for international issuers.
Any item/s purchased during a sale or promotion will be refunded at the price originally paid for the item/s. If you are returning an individual item or a number of items that originally formed part of a larger order, you will only be refunded for the item/s that are returned at the price originally paid.
Please bear in mind that if you return multiple orders at the same time that it may take longer to process your return than normal.
Your refund will not include reimbursement for shipping costs that you may have paid when you originally placed your order.
Refunds can only be made to the debit/credit card, Shopify Pay, Apple Pay or Google Pay account that was used for the original order.
Late or missing refunds (if applicable)
If you haven’t received your refund within the recommended timescales, please double check your bank account, then contact your credit card company or your bank. If you’ve done all of this and you still have not received your refund, please email us at firstname.lastname@example.org and we will help you to resolve this as quickly as possible.
Subject to availability of stock, we are able to offer exchanges for the same item in a different size or colour. If you do want to exchange an item for a different size or colour you have 28 days to do so from the date that you initially receive your order. Please follow the steps below to request an exchange:
- Please notify us within 14 days of receipt that you want to request an exchange by emailing email@example.com Please include include your order number and the details of the replacement item that you'd like
- You will then receive an email from us with details on how to complete your exchange
- To be eligible for an exchange, your item/s must be returned to us in perfect condition. This means that the item/s must be unworn, unwashed and undamaged, complete with all the original labels and tags still attached. (When trying the garments on please take care not to mark the items with make up or beauty products as these cannot be accepted for a refund)
- We will notify you when your return reaches us and will aim to process the exchange within 2-3 working days (excluding weekends and bank holidays). This may vary according to where you live.
- We are a slow fashion brand and so there may be occasions where we have sold out of the item or size that you want as a replacement. If the item is unavailable, we will notify you as soon as possible and offer an alternative option. If this isn’t satisfactory, a refund can be processed.
- For exchanges, the original shipping cost will not be refunded however UK customers will not need to pay for redelivery of the exchanged item/s. (We are currently unable to offer re delivery of exchanges free of charge to customers outside the UK).
- If you require a different item, please request a refund following the steps above and place a separate order for the new item/s.
Please note that placing a new order does not guarantee that the refund for the original item/s will be approved if they are not sent back to us in their original condition as outlined in the steps ‘How to complete your return’. Therefore to avoid disappointment, you may wish to wait until you receive confirmation that your original return has been approved before placing a separate order.
Any items purchased within a sale can be returned for an exchange or refund within 28 days of receiving them. Please follow the steps above as you would for a standard price item. You will only be refunded the original amount that you paid.
We are a small business and have gone to great lengths to ensure that every piece in our luxury collection has been beautifully hand crafted with care by our small garment factory in London. We want you to receive your item in prime condition, every time so we will personally pick, double check, pack and photograph your activewear before your items are shipped to you. Whilst we sincerely hope that you will never experience receiving a faulty item from us, we are totally committed to putting it right if this should ever be the case.
Please let us know as soon as possible if you feel your item has a manufacturing fault by emailing firstname.lastname@example.org and we will let you know what the next steps are so that we can resolve the issue for you as soon as possible.
Please note that if your item/s is accepted as faulty following our review, you will receive a refund for the original shipping cost of the item/s. Please note that for returns of faulty items, we will normally arrange the return shipping on your behalf.
Cancellation of Orders
Please let us know as soon as possible if you wish to cancel your order. We will only able to cancel orders and apply an immediate refund if the order has not yet reached the packing stage. Typically this will be within 1 hour of placing the order but we will notify you if this is not the case. If you are unable to cancel your order within this time, you will still be able to return your order for a refund as per the standard returns process. Unless you decide to keep the item/s, please return the package to us unopened within 14 days. We recommend that you use a tracked shipping option and/or purchasing shipping insurance to send your item/s back as we are cannot be held responsible for any returns that arrive damaged or are lost in transit. Please also obtain proof of postage and keep this safe until we have received your return and the refund has been processed.
Returns and exchanges outside of the UK
Please follow the steps above if you wish to return, exchange or cancel an item/s. In addition to our recommendations for shipping items back to us, please be advised that Scultura Activewear are unable to offer free re delivery for exchanged goods to customers outside of the UK.
Our returns policy does not effect your statutory rights.