Return & Refund Policy

We want you to be completely satisfied with your order. If you need to return an item, please read the guidelines below carefully to ensure a smooth process.

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1. Can I Return My Order?

• Returns are accepted within 14 days of delivery for UK orders.
• For international orders, returns are accepted within 14 days of delivery (different regulations apply).
• Some products are non-returnable—please check the product page before purchasing.
• Items must be unused, in original packaging, and include all tags. Items showing signs of wear, scent, or missing tags will be rejected.

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2. Can I Exchange My Item?

• Exchanges are accepted for all returnable products.
• If exchanging due to a change of preference, the customer must cover return shipping to us. We will cover shipping for the new item.
• If returning an item for store credit, we provide a free return label (UK orders**)**.

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3. How Do I Return or Exchange an Item?

To start a return or exchange:

1. Email us at contact@episodesproject.com with your order number in the subject line.
2. Wait for approval—we’ll respond within 1-3 working days with instructions.
3. Return the item within 30 days of approval. If not received within this time, the return/exchange will be rejected.
4. Include a completed Return/Exchange Form inside your package. If lost, a replacement can be found here.
5. All returned items must be unused, in original packaging, and include all tags. Items showing signs of wear, scent, or missing tags will be rejected.
6. Use any shipping service convenient for you - We strongly advise using a tracked service to prevent any issues.
7. Customers are responsible for lost returns. 

Important: Returns must be received within 30 days of approval. Late returns will be rejected.

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4. What Are the Refund Terms?

• Refunds go to the original payment method unless store credit is selected.
• Original shipping costs are non-refundable.
• Refunds/exchanges are processed within 1-3 working days after we receive and inspect your return.
• Refunds typically appear in your account within 1-7 working days, depending on your payment provider.
• If a returned item arrives damaged without prior notification, we reserve the right to reject the return and send it back.

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5. What If My Item Is Damaged or Defective?

If your item arrives damaged or defective, contact us at contact@episodesproject.com within 48 hours of delivery before returning it. We have a specific process to handle these situations and will work to resolve your issue appropriately.

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6. International Orders, Returns & Exchanges

• Import fees are not prepaid on international orders. Customers are responsible for any applicable import duties and taxes.
• If an import fee is refused by the customer, the item will be returned to our HQ. Once received, we will process a refund excluding the original shipping cost.
• International customers must cover their own return shipping costs.
• Original shipping costs are non-refundable.
• For international exchanges, a new shipping fee must be paid before we send the replacement item.
• While UK law does not require us to accept international returns, we offer this as a goodwill policy.

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7. Pre-Orders

If a pre-order is delayed beyond the original release date, customers can:

• Cancel for a full refund
• Request a replacement product
• Receive store credit

 

We are committed to resolving any issues fairly and efficiently.