Refund policy

Returns & Exchanges FAQ

Got questions about returns, refunds, or exchanges? We’ve got you.

How do I return something?

Easy, just get in touch with us first.

  1. Email us at amatesgaff@gmail.com

  2. Include your order number and tell us what’s gone wrong

  3. Send through a clear photo or video if there’s an issue

  4. We’ll review it and get back to you within 1–3 business days

Please don’t send anything back without chatting to us first, surprise parcels won’t be accepted.

What items can be returned?

We’re happy to help if:

  • You’ve changed your mind: You can return an item for any reason within 14 days of receiving it. Just make sure the items are sent back to us unused, unopened, and in their original packaging.

  • Your item arrived damaged or faulty: If your item is damaged, faulty, or we sent you the wrong thing, let us know within 30 days of delivery with photos or a video. If verified, we will provide a prepaid return label and offer a full refund or free replacement.

  • Your order went walkabout: If your package is lost in transit and never makes it to your door, we will track it down or sort you out with a full refund or replacement.

What items can’t be returned?

As much as we’d love to say yes to everything, we can’t accept returns for:

  • Items that have been used, washed, or altered from their original condition.

  • Items missing their original packaging or boxes.

  • Normal wear and tear.

  • Items returned outside of the 14-day change-of-mind window or 30-day faulty window.

  • Gift cards (if applicable)

My item arrived damaged! Help!

No stress. 

Email us within 30 days of delivery with photos or a video showing the problem. If it checks out, we’ll provide a prepaid label to return it and sort you out with a free replacement or a full refund.

Can I exchange an item?

We do not offer standard exchanges. If you want a different size, colour, or style, you will need to return your original item for a refund and place a new order on our website.

How do I send something back?

If we approve your return, we’ll email you with exact instructions.

  • If you are returning an item because you changed your mind, the return shipping is on you. We strongly recommend using a tracked shipping service, as we cannot issue a refund for items lost in transit.

  • If we messed up or the item is faulty, we cover the return shipping by providing a prepaid label.

When and how will I get my refund?

Once your return is received and inspected at our UK address:

  • We will email you to let you know what's happening and if the return has been approved.

  • Approved refunds are processed back to your original payment method within 14 days of us receiving the goods back.

  • For change-of-mind returns, your original standard shipping cost will be refunded, but return shipping costs are not refundable.

Still got questions?

No worries, we’re always happy to help.

📧 Email: amatesgaff@gmail.com
 ⏱ We usually reply within 1–3 business days