Returns/Exchange Policy

Returns, Exchanges & Refunds Policy

Last updated: 12 October 2026

1. Returning your order

You can return your order within 14 days of receiving it. This applies to every item, including items bought in a sale. Please contact us first (see section 3), and then post your return back to us within 14 days of us confirming it.

2. Condition of returns

To be eligible for a return, items must be:

  • unworn and unused;
  • in the same condition you received them, with all tags still attached;
  • for trainers, in their original shoe box, with the box in good condition. Please do not stick postage labels directly on the box. Use an outer bag or box.

You may try items on to check the fit, but please do not wear trainers outdoors or wash or alter clothing. If an item comes back worn, damaged or missing its tags or box, we may refund less to reflect the loss in value, or send it back to you.

3. How to start a return or exchange

  1. Contact us first. You can message us on Instagram at @activefashion._, use the form on our Contact us page , or email info@activefashion.co.uk. Please include your order number, the items you are returning and your reason.
  2. We will reply with confirmation and return instructions.
  3. Fill in the returns slip that came with your order and put it in the parcel. If you no longer have the slip, write your full name, order number, email or Instagram name, the items you are returning, your reason, and whether you would like a refund, an exchange (with the new size) or store credit.
  4. Post the items back within 14 days of us confirming your return to:

Active Fashion Limited
10 Marine Parade
Clevedon
BS21 7QS
United Kingdom

Please contact us before posting, because we cannot match parcels to orders without your details. Items sent back without contacting us first may be delayed or not accepted.

4. Return postage

You pay the cost of posting your items back to us. We recommend using a tracked service and keeping your proof of postage. You are responsible for the items until they reach us, so we are not responsible for returns that are lost or damaged in the post.

If your item is faulty, damaged or not as described, we will cover the cost of return postage. See section 8.

5. Refunds

Once we have received and checked your return, we will email you to confirm your refund.

You can choose between:

  • a refund to your original payment method; or
  • store credit, which has no expiry date and can be used on any order on our website.

We will refund the price of the items you return and the cost of the standard delivery you paid when you placed your order. We do not refund the extra cost of a more expensive delivery option, and we do not refund your return postage costs.

We will refund you within 14 days of receiving your items back, or of receiving proof from you that you have posted them, whichever is earlier. Your bank or card company may take a few more days to show the money in your account.

If you paid with Klarna or Clearpay, we will refund them, and they will adjust your payment plan. Please check with them about how your instalments will change.

6. Exchanges

If you ordered the wrong size, we can exchange it for another size of the same item, subject to stock.

  1. Contact us as described in section 3 and tell us which size you would like.
  2. We will confirm whether it is in stock. We will not send your replacement until we know the size is available.
  3. Post your original item back to us, following sections 2 to 4, and tick “Exchange” and write your new size on your returns slip.
  4. When we have received your return, we will send your new size to you at no extra delivery cost within the UK.

If the size you want is not available, we will refund you instead. If you would like a different item rather than a different size, the fastest way is to return the original item for a refund and place a new order. Return postage for exchanges is paid by you.

7. International returns

If your order was delivered outside the UK, the same rules apply. You pay the cost of posting the items back to the address above, including any customs charges that apply to the return. Please use a tracked service and mark the parcel as “returned goods”.

8. Faulty, damaged or incorrect items

Please check your order as soon as it arrives. If anything is faulty, damaged, not as described or not what you ordered, please contact us at info@activefashion.co.uk or on Instagram at @activefashion._ as soon as possible with your order number and clear photos.

We will arrange for the item to be returned at our cost, and then offer you a repair, replacement or refund as the law requires. Your legal rights under the Consumer Rights Act 2015 include a short-term right to reject faulty goods and receive a full refund, and later rights to a repair or replacement. Nothing in this policy affects those rights.

9. Cancelling before your order is dispatched

If you want to cancel an order that has not been dispatched yet, please contact us straight away at info@activefashion.co.uk or on Instagram. We will cancel it and refund you in full if we can stop it in time. If it has already been dispatched, you can return it under this policy once it arrives.

10. Questions

If you have any questions about returns, exchanges or refunds, contact us at info@activefashion.co.uk, on Instagram at @activefashion._ or on +44 7852 763835. We aim to reply within three working days.

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