Returns & Refunds Policy

Last updated: 17 August 2026

At LOS, we want you to be happy with your purchase. If something isn't quite right, we're happy to help with returns and refunds in accordance with this policy and your statutory consumer rights.

1. Returns

You can return an item if you have simply changed your mind, ordered the wrong size or would prefer a different item.

For unwanted items, please contact us within 14 days of receiving your order to let us know that you wish to cancel your purchase. You then have a further 14 days to send the item back to us.

Returned items should be:

• Unworn and unused
• In their original condition
• Clean and free from marks, stains, odours or damage
• Returned with any original packaging, where reasonably possible
• Suitable for resale

You may try on clothing as you would in a shop, but please do not wear, wash or otherwise use the garment before returning it.

We reserve the right to make a reasonable deduction from a refund where an item has been handled beyond what is necessary to establish its nature, characteristics and functionality and its value has consequently been diminished.

2. Return postage

If you are returning an item because you have changed your mind, you are responsible for the cost of returning the item to us, unless we have agreed otherwise.

If an item is faulty, damaged on arrival or not as described, please contact us before returning it. We will arrange an appropriate remedy and, where applicable, cover reasonable return postage costs.

3. Refunds

Once your returned item has been received and checked, we will process your refund.

For cancellations made under your statutory online cancellation rights, we will refund the purchase price together with the cost of the least expensive standard delivery option you selected when placing your order. Any additional cost for an upgraded delivery service will not be refunded.

Refunds will normally be made using the original payment method.

We will issue the refund without undue delay and, in accordance with the applicable regulations, no later than 14 days after receiving the returned goods or, where applicable, receiving evidence that they have been sent back.

Please allow additional time for your bank or payment provider to process the refund.

4. Faulty, damaged or incorrect items

We carefully check every item before it leaves us, but if your order arrives faulty, damaged or different from what you ordered, please contact us as soon as possible.

Please provide:

• Your order number
• A description of the problem
• Photographs showing the fault or damage, where appropriate

We will assess the issue and offer an appropriate remedy in accordance with your statutory consumer rights.

Your legal rights are not affected by this policy. Goods must be of satisfactory quality, fit for purpose and as described.

If an item is faulty or does not conform to the contract, you may have rights to a repair, replacement, refund or price reduction depending on the circumstances and when the problem occurs.

5. Exchanges

We are happy to offer an exchange where possible, subject to stock availability.

If you require a different size or colour, please contact us before returning your item. If the replacement item is unavailable, we can arrange a refund instead.

Please note that an exchange is offered in addition to, and does not replace, your statutory consumer rights.

6. Sale items

Sale and promotional items can be returned in accordance with this policy.

Your statutory consumer rights apply to sale items in the same way as full-price items.

7. Personalised or customised items

Where we offer personalised or customised products, these may not be covered by the standard 14-day cancellation right where the law provides an exemption for goods made to the customer's specifications or clearly personalised.

This does not affect your statutory rights where a personalised or customised item is faulty or not as described.

8. Items damaged through use

We cannot accept responsibility for damage caused by misuse, accidents, failure to follow care instructions, normal wear and tear, or alterations made after purchase.

This does not affect your statutory rights in relation to faults that were present when the goods were supplied.

9. How to start a return

To request a return, please contact us at:

Email: hello@losclothing.co.uk

Please include your:

Order number:
Name:
Item(s) you wish to return:
Reason for return:

We will provide you with the return instructions and return address.

Please do not send items to the return address shown on your shipping label or to our business address unless we have specifically instructed you to do so.

10. Our commitment

We aim to make the returns process as straightforward as possible.

Nothing in this policy is intended to limit or exclude any rights you have under UK consumer law. Where your statutory rights provide you with greater protection than this policy, your statutory rights will always apply