RETURNS &
REFUNDS.
HOW IT WORKS.
Returns depend on which part of the Bones range your item is from. Blacklist pieces are produced to your order so the terms are different. Everything else is straightforward.
If you have a question about a specific order, contact us and we'll sort it out.
RETURNS BY RANGE.
Blacklist items are produced specifically to your order once the window closes. Because each piece is made for you, we do not accept returns or exchanges for change of mind, wrong size selected, or any reason other than a fault or error on our part.
If your item arrives faulty, damaged, or incorrect, we will replace it or issue a full refund. We will provide a prepaid return label and require the item to be returned so we can raise the issue with our supplier.
If you are not satisfied with your Bare Bones or Off Season purchase, you may return it within 30 days of receiving your order. Items must be unworn, unwashed, and in their original condition with tags attached.
We will always attempt a size exchange first. If your required size is unavailable, a full refund will be issued once we receive the return. We will provide a prepaid return label.
Canvas prints and posters are produced to order and cannot be returned for change of mind. If your item arrives damaged, incorrectly printed, or with a quality issue, contact us with photos and return the item using the prepaid label we provide. We will replace or refund in full.
HOW TO START A RETURN.
To start a return or report a faulty item:
- Contact us at bonesthelabel.com/contact or email bonesthelabel@outlook.com
- Select "Returns & Exchanges" as your category
- Include your order number, the item you are returning, and the reason
- For faulty or damaged items, include clear photos showing the issue
We will respond within 24 hours and provide a prepaid Royal Mail return label by email where applicable.
Please do not return any item without contacting us first. Returns sent without authorisation may not be processed.
RETURN POSTAGE.
We cover the cost of return postage in all eligible cases. Once we approve your return, we will email you a prepaid Royal Mail label to attach to your parcel.
For international returns, we will assess postage costs on a case by case basis. Please contact us before sending anything.
We recommend keeping proof of postage until your refund or exchange is confirmed.
REFUNDS.
Once we receive your returned item and confirm it meets the return criteria, we will issue your refund within 5 working days. Refunds are processed to your original payment method.
You will receive an email confirmation when your refund has been issued. Depending on your bank, it may take a further 3–5 working days to appear in your account.
Original shipping costs are non-refundable unless the return is due to a fault or error on our part.
FAULTY OR WRONG ITEMS.
If you receive an item that is faulty, damaged in transit, or different to what you ordered, we will make it right. Contact us within 14 days of receiving your order.
We may ask you to return the item so we can investigate with our production partners. A prepaid return label will always be provided in these cases. Once we receive the item, we will either send a replacement or issue a full refund — your choice.
YOUR STATUTORY RIGHTS.
Nothing in this returns policy affects your statutory rights under the Consumer Rights Act 2015. You have the right to a repair, replacement, or refund for goods that are faulty, not as described, or not fit for purpose — regardless of which range the item is from.
If you have a complaint that we have not resolved to your satisfaction, you may refer it to an Alternative Dispute Resolution (ADR) scheme. Contact us and we will provide details of the relevant scheme.