Refund policy

Returns/Refund Policy

Returns Eligibility
To be eligible for a return, your item must be:
  • Unused and in the same condition as received
  • Returned in the original packaging with tags attached
  • Unwashed and unworn
Please follow the washing instructions provided on the garment label, as failure to do so may affect your return rights.
To process your return, you must include the original packaging slip/delivery note inside your parcel so we can identify your order.
Please clearly circle either Refund or Exchange on the packaging slip.
If requesting an exchange, please also write:
  • The product you would like
  • The size required
Returns sent without the original packaging slip may delay processing.

Returning Your Item
Please send your return to:
EQCOUTURE
UNIT 5, APEX INDUSTRIAL ESTATE
KILBUCK LANE
WA11 9SZ

Customers are responsible for the cost of returning items to us. Original shipping charges are non-refundable.

If your return is an exchange, we will cover the shipping cost of the replacement item on the first exchange only.

Delivery times for exchanged items may vary depending on your location.

For returns valued over £50, we strongly recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.
Exchanges
If you would like to exchange an item, please indicate this on your packaging slip along with the product and size you require.

All exchange items must be returned in the same resalable condition in which they were received — unworn, unwashed, with tags attached and original packaging included.

We will cover the shipping cost for sending out your new item on the first exchange only. Any additional exchanges will incur a shipping charge.

If an exchanged item is later returned for a refund, the original exchange shipping cost will be deducted from the refund amount.
Refunds
Once your return has been received and inspected, we will notify you regarding approval of your refund.
If approved, your refund will be processed and automatically applied to your original payment method within a certain number of days.
Pre-Orders
We are unable to offer refunds on pre-order items until the order has been received by you and subsequently returned if deemed unsuitable or unwanted.
Late or Missing Refunds
If you have not yet received your refund:
  1. Check your bank account again
  2. Contact your credit card provider, as processing times can vary
  3. Contact your bank, as refunds can take time to appear
If you have completed all of the above and still have not received your refund, please contact us at:
team@eqcouture.co.uk
Discounted, Sale, Outlet & Flawed Items
Outlet or Flawed Items
Unfortunately, outlet or flawed items are non-refundable.
You may receive:
  • A credit note, or
  • An exchange
However, shipping costs for exchanged outlet/flawed items must be paid by the customer to help cover costs on heavily discounted products.

Sale & Discounted Items
Sale and discounted items are eligible for refunds unless otherwise stated.

Black Friday Discounted Items
Black Friday discounted items follow the exchange policy outlined above.
Items Purchased on Offer
If you purchased items as part of a bundle or promotional offer (for example, “Base Layer & Leggings for £85”), the promotional pricing will no longer apply if part of the order is returned.
Refunds will therefore be calculated on a pro-rata basis.
Faulty Items
If you believe your item is faulty, please email us with:
  • Your order number
  • Details of the issue
  • Clear photographs of the fault
We will arrange collection of the item and investigate the issue. In most cases, a replacement item will be sent.

Please note that faults do not include accidental damage, catches, pulls, or rips caused after delivery.

Contact: team@eqcouture.co.uk
If you are unsure about any part of our returns process after reading the information above, please contact us at:
team@eqcouture.co.uk