RETURNS
In the rare or curious instance that you might not be happy with something, or maybe you just need a size exchange, simply follow the steps below, or check the FAQ's for more information
STEP 1
EMAIL US
Simply reply to your original order confirmation email, or drop us a new one to info@subsurfacejournal.co.uk and let us know what you'd like to do - exchange, return, or refund. We're good with them all
STEP 2
PACKAGE IT BACK UP
Ideally, to save on resources and costs, re-use your original packaging and some tough tape. Please make sure it is neatly and securely wrapped and will get back to us safely and in one piece. Sadly we can only offer refunds on unworn garments or unused products, within 30 days of purchase
STEP 3
GET YOUR FREE RETURNS LABEL
We will email you a returns portal link for your free postage label back to us. All you need to do is print that out, fix it to that package and drop it off at the Post Office. Simples!
Returns FAQs
Need more help?
Can I get a refund or Exchange?
Of course! We want you to have exactly what you want, that fits right.
We offer refunds, store credit and exchanges within 30 days of purchase.
You can also exchange for another product and pay, or be refunded the difference.
Exchanges are always subject to stock availability
What do I need for a return?
You just need your order number and the email used to place the order - check your junk folder if you can't find that. Occasionally customers input incorrect emails, or forget to add one - if this is you, just email us
Items need to be unused and unworn with their original tags and packaging.
Order numbers can be found in your order confirmation email
How long will the refund/replacement take?
Please allow 3-5 working days for the parcel to be returned to us and a further 7 working days for us to process your return.
We are only a small business, but we work as quickly as we can.
It can take up to 3 working days for the refund to appear in your account, but will be processed as soon as the item lands back with us
If it is an exchange, we can only send out the new item, once we have processed the returned item.
You will get an email notification once your refund has been processed or the exchange is sent out.
How much does a return cost?
Nothing. We offer a full free returns policy, all you have to do is bag it back up, and get it to the Post Office
What about sold out items?
Sadly, if you're returning an item for a replacement that is now sold out, we can only offer a refund, or store credit. Stuff does sometimes sell out quick
What if I have a damaged/faulty product?
It is possible, but genuinely very rare, you've been unlucky! Of course if there is ever anything any amiss with any of our products, we offer a return/replacement guarantee. Just get in touch and tell us what is up!