Returns & Refunds

We want you to be delighted with your purchase. If for any reason you are not entirely satisfied, you can return your items to us for a full refund or exchange. This policy applies to items purchased online at highstreet-store.com.

How to return an item

You can return your online order in one of two ways:

1. Return via a store
You can return your online order (excluding jewellery, watches, and gifted items) for a refund or exchange at any of our stores. Simply take the item(s) you wish to return, along with your despatch note, to any store.

  • Your return must be within the 28-day returns period.
  • The item(s) must be unworn, unwashed and in their original condition with all tags attached.
  • For hygiene reasons, we are unable to offer refunds or exchanges on face masks, jewellery or watches via our store returns method. These must be returned to us by post using the returns process outlined below.
  • Your refund will be processed back to your original payment method. This usually takes 3-5 working days from the date of processing the return.

2. Return by post
To return your item(s) by post, please follow the steps below. Please note, a returns fee will be deducted from your refund.

  • Log into your highstreet-store.com account and visit the ‘Order History’ section.
  • Select the item(s) you wish to return and follow the instructions to generate your returns note.
  • Securely package your item(s), ensuring they are unworn, unwashed and in their original condition with all tags attached. Enclose your returns note in the parcel.
  • Affix the returns label provided to the outside of your parcel.
  • Take your parcel to a designated drop-off location. You can find your nearest drop-off point during the returns process.
  • Keep your proof of posting safe until you have received your refund.

Important information for postal returns

  • You have 28 days from the date you receive your item to return it to us.
  • A returns fee per parcel will be deducted from your refund.
  • We recommend using a tracked mail service and keeping your proof of postage, as we cannot be held responsible for parcels lost in transit.
  • Once we have received and processed your return, we will issue your refund to your original payment method. This can take up to 14 days from the date we receive your return.

Exchanges

We currently do not offer a direct exchange service. If you wish to exchange an item, we recommend returning your original purchase for a refund and then placing a new order for the item you want.

Faulty or damaged items

If you have received an item that is faulty or damaged, please contact our Customer Service team within 30 days of receipt. We will be happy to help and advise you on how to return the item to us for a full refund.

Non-returnable items

For hygiene reasons, we cannot accept returns on face masks, earrings, body jewellery, and personalised items unless they are faulty. Swimwear and lingerie must be returned with the hygiene seal intact.

Refunds

Once your return is received and processed, we will issue your refund to your original payment method. The time it takes for the refund to be credited to your account will depend on your bank or card issuer’s processing times. This is usually within 3-5 working days for store returns and up to 14 days for postal returns.

Need more help?

If you have any questions about our returns policy, please see our Frequently Asked Questions section for more information.