Refund policy
Returns & Refund Policy
We hope you love your purchase from The Second Story. If for any reason you’re not completely happy, please read our returns policy below.
Online Orders
You have 14 days from the day you receive your order to let us know you’d like to return an item.
Once you’ve notified us, you have a further 14 days to return it.
To be eligible for a refund, items must:
- Be unworn and in the same condition as received.
- Have all original The Second Story tags attached.
- Be returned with proof of purchase.
Return Postage
Unless an item is faulty or not as described, customers are responsible for return postage costs.
We recommend using a tracked postal service, as we cannot accept responsibility for returns lost in transit.
Refunds
Once your return has been received and inspected, your refund will be processed to your original payment method within 5–10 working days.
Original shipping charges are non-refundable unless the item was faulty or sent incorrectly.
Faulty or Incorrect Items
If your item arrives damaged, faulty or you’ve received the wrong item, please contact us within 48 hours of delivery with photographs so we can resolve the issue as quickly as possible.
Mystery Bags
Due to the nature of Mystery Bags, they cannot be returned or exchanged unless an item is faulty.
In-Store Purchases
Items purchased in-store follow our in-store returns policy:
- Exchanges or store credit within 7 days with proof of purchase.
- Items must be unworn and have tags attached.
- No refunds unless the item is faulty.