Returns & Exchanges

We always aim to put things right and to handle returns fairly and transparently.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, in line with UK consumer regulations.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached and in its original packaging. You will also need the receipt or proof of purchase.

How to start a return

To request a return, please email us at info@ebno.co.uk within 14 days of delivery, quoting your order number and reason for return.

If your return request is accepted, we will provide return instructions, including the return address. Items sent back to us without first requesting a return will not be accepted.

Customers are responsible for arranging and paying for return postage. We recommend using a tracked service, as we cannot be responsible for items lost in transit.

Return handling fee

A £3.50 return handling fee will be deducted from your refund. This covers inspection, processing and administration costs.

Return postage and the return handling fee are non-refundable.

Damages and issues

Please inspect your order upon delivery and contact us within 48 hours if the item is defective, damaged or if you receive the wrong item. Please include clear photos so that we can assess the issue and resolve it promptly.

Where a fault is confirmed, we will arrange a replacement or refund and cover return postage.

Exceptions and non-returnable items

Certain items cannot be returned, including custom or personalised products and gift cards.

Sale items are not eligible for return unless faulty.

If you have questions about a specific item, please contact us before purchasing.

Exchanges

If you would like to exchange an item, please email us at info@ebno.co.uk. Exchanges are subject to availability.

Customers are responsible for return postage costs for exchanges.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, refunds will be processed to your original payment method within 5 to 10 working days. Please note that it may take additional time for your bank or card provider to process the refund.

Refunds include the item price and the standard outbound delivery charge. Return postage and the return handling fee are non-refundable.

If more than 15 working days have passed since your refund was approved, please email us at info@ebno.co.uk.