Returns

All UK returns/exchanges must be registered through our returns portal to be accepted at our warehouse. Failure to register your return on our portal will result in your return being rejected. Please note: once a return request has been submitted through the portal, this cannot be amended.

UK customers can access our portal here:https://privioclo.com/pages/returns

When returning your item, please send this back in a sealed package and you must include your returns form. If you choose to use your own return service, we recommend sending your parcel back to us using a tracked service.

We ask to allow 14 working days for all returns/exchanges to be processed once received.

All International customers, it is your responsibility to return to us within 28 days of receiving your parcel, please keep your tracking safe.

When returning your item, please send this back in a sealed package and you must include your returns form.

We ask to allow 14 working days for all returns/exchanges to be processed once received.

International customers cannot be provided with prepaid labels for returns. If the item is faulty, please note prepaid labels cannot be provided. However, please contact our customer service team if you are experiencing issues with your return.

If you wish to cancel or amend your order, we ask that you contact the Customer Service team as soon as possible, by emailing them at customerservice@privioclo.com

Please title the email subject with "REQUEST TO CANCEL/AMEND".

We require your full name, email address and order number in order to quickly identify your order.

This request is not guaranteed until we send you confirmation that your order has been cancelled/amended.

If your order has been shipped, we recommend accepting the order and returning it to us. Rejected international deliveries will incur a £20 restocking fee. This fee will be applied once we receive your order back from the courier, which can take up to 15 working days.

This is a surcharge passed onto us by the courier.

The following Terms and Conditions apply to all promotion codes or discount code offers:

• Discount Codes and offers are valid on full price items only unless otherwise advertised.
• Offers exclude all gift cards and other selected items.
• To take advantage of an offer, the relevant Promotion Code must be entered at the checkout.
• No cash or any other alternative will be given.
• The discount codes cannot be used in conjunction with any other offer.
• All purchases made using a discount code will be eligible for a refund.
• Your statutory rights as a consumer are not affected.
• Discount codes cannot be used in our Stores.

If you receive a faulty item, please return it to us within 30 days of receipt of the faulty goods. Please remember to get in touch with our Customer Service team prior to returning.

All UK customers can return items within 14 days from the date of delivery for a refund or exchange. Returned items must be delivered back to our Warehouse within the 14-day period. Failure to return your order back to us in the correct time frame will result in your return being rejected and returned back to you.

If you choose to exchange an item/items, once your return item/items have been processed in our warehouse, your exchange order will be sent back out to you on a free standard delivery service.

For all International customers, please return unsuitable items within 28 days of receiving your parcels.

• Items must be unworn and unwashed.
• Items must have all tags attached.
• Socks and underwear are non-refundable due to hygiene reasons.
• Items must be returned in their original packaging.
• Purchases made at Full Price, in sale, or with a discount code will be refunded. Purchases made with a gift card will have their balance returned.

All customers must insert the return slip when returning their items. If you have lost your return slip, you can easily download another HERE.

Please include the above form with any returns to ensure your refund/exchange can be processed as quickly as possible.

Any items purchased in an online sample sale are non-refundable/exchangeable due to the nature of the sample sale; a gift card will be issued.

Customs and duties may apply on international shipments.

All items must be returned on a promotion (Buy1get1free - 3FOR2) to receive a full refund. If the free item is not returned, the value of the free item will be deducted from your refund.

A £4 return fee will be added if our return labels are used to cover the cost of the return back to us if chosen on our returns portal.

Customer is responsible for paying the shipping costs for returning the item.Shipping costs are non-refundable.If you receive a refund, the original shipping cost will not be included.We do not provide prepaid return labels at present.

We aim to process your return ASAP, but on occasions, it may take up to 14 working days for us to handle your return and a further 7 days for your refund to be processed.

27 Waterhead Road
Stoke-On-Trent
ST3 7DG

Our customer service email is customer.services@privioclo.com. Please allow up to 48 hours for us to respond to your requests. For the quickest response time, please email us directly at the email address above rather than any social media platforms.