Refund policy
Returns & Refunds
We hope you love your Poor Timing order. If you change your mind, you have 14 days from the day you receive your order to let us know that you wish to return it. You then have a further 14 days to return the item using the return instructions we provide.
To start a return, email hello@poortiming.co.uk with your order number and the item(s) you wish to return. We’ll reply with the return instructions.
Change-of-mind returns
Please look after the item while it is in your possession. You may inspect and try on clothing as you would in a shop, but items should not be worn beyond this, washed, damaged or altered.
If an item has been handled more than is reasonably necessary to establish its nature, characteristics and fit, we may reduce the refund to reflect any loss in value.
Customers are responsible for the cost of returning change-of-mind items. We recommend using a tracked service, as the parcel remains your responsibility until it reaches us.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty or you receive the wrong item, please email hello@poortiming.co.uk as soon as possible with your order number and, where helpful, photographs of the problem.
If the item is faulty, damaged or incorrect, we will arrange an appropriate replacement, refund or return at no additional cost to you. Your statutory rights are not affected.
Refunds
Once we receive your return, or you provide evidence that it has been sent back where applicable, we will process your refund within 14 days.
Refunds are made to your original payment method.
Where you cancel the whole order under your statutory cancellation rights, we will also refund the cost of our standard outbound delivery option. If you chose a more expensive delivery service, such as an express option, we are not required to refund the additional delivery upgrade.
Please allow your bank or payment provider additional time to show the refund in your account after we have processed it.
Exchanges
If you would like a different size, please contact us at hello@poortiming.co.uk. Subject to availability, we’ll let you know the easiest way to arrange this.
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