Refund policy

Returns and refunds

If you are not happy with your order, you can return it within 30 days of delivery for a refund.

Conditions

  • Items must be unworn, unwashed and in their original condition, with any tags attached.
  • For hygiene reasons, please try items on over underwear.
  • Items that have been worn, washed, altered or damaged after delivery cannot be refunded.

How to return

  1. Email support@bistl.com with your order number and the items you want to return.
  2. We will reply within 1 working day with instructions and the address of our UK returns centre in Bristol.
  3. Send the items back using a tracked service and keep your proof of postage.

Return postage

Return postage is paid by the customer, unless the item is faulty, damaged on arrival or not what you ordered. In those cases we cover the return cost in full, or we may send a replacement without needing the item back.

Refunds

We refund you within 14 days of receiving your return, or within 14 days of you providing proof of postage, whichever is sooner. Refunds go back to your original payment method. Your original standard delivery charge is refunded if you return the whole order.

Exchanges

Need a different size? Email us and we will help. The quickest option is usually to return the original item for a refund and place a new order for the size you need.

Faulty or incorrect items

If an item arrives faulty, damaged or incorrect, email us within 30 days of delivery with your order number and a photo. We will offer a replacement or a full refund, including delivery costs. This does not affect your statutory rights under the Consumer Rights Act 2015.

Your right to cancel

Under the Consumer Contracts Regulations you can cancel your order within 14 days of delivery without giving a reason. Our 30-day returns window already includes this right.

Questions

Email support@bistl.com or use our contact page and we will reply within 1 working day (Monday to Friday, 9am to 5pm UK time).

Bistl is a trading name of Signature Companies Limited (company number 8315720), 2/9 Sharivari Place, Conifer Grove, Auckland, 2112, New Zealand. Please do not send returns to this address.