REFUND POLICY

We hope you love your PRISTINE order. If something isn't right, eligible items can be returned in accordance with the policy below.

RETURNS

Please contact customerservice@pristine.land within 14 days of receiving your order to request a return.

Once you have notified us, please return the item promptly and no later than 14 days after notifying us of your return.

Items must be returned unworn, unused and in their original condition, with all original tags and any hygiene seals intact. Please take care when trying on garments, as items showing signs of wear, washing, damage, makeup, deodorant, perfume or other marks may not be accepted.

For silk garments and other delicate pieces that are pulled on over the head, please use the face covering provided when trying the garment on. This helps prevent makeup, skincare and other marks from transferring onto the fabric. Items returned with makeup or other marks may not be accepted.

Please do not send a return without contacting us first. Return instructions and the appropriate return address will be provided when your return is authorised.

RETURN SHIPPING

Customers are responsible for the cost of returning eligible items unless the item is faulty, damaged or incorrect.

We recommend using a tracked and insured service appropriate to the value of your return. PRISTINE cannot be responsible for returned parcels that are lost or damaged in transit.

For international returns, please follow the customs instructions provided with your return authorisation. Returns should be clearly identified as returned goods to avoid unnecessary import charges.

REFUNDS

Once your return has been received and inspected, we will process your refund to your original payment method. Please allow additional time for your bank or payment provider to make the funds available.

Where required by applicable consumer law, the original standard delivery charge will also be refunded. Any additional amount paid for an upgraded or express delivery service is not refundable.

EXCHANGES

We are unable to offer direct exchanges. If you would like a different size, colour or style, please return your original item for a refund and place a new order.

KNICKERS & INTIMATE ITEMS

For hygiene reasons, knickers and other intimate garments supplied with a hygiene seal cannot be returned once the seal has been removed or broken.

Sets containing knickers must be returned complete, unworn and with the hygiene seal intact. If the hygiene seal has been removed or broken, the set cannot be returned.

CUSTOM & PERSONALISED ITEMS

Made-to-measure, bespoke, personalised or otherwise clearly customised items cannot be returned unless they are faulty.

SALE ITEMS

Eligible sale and promotional items may be returned in accordance with this policy unless an item is clearly marked as final sale before purchase. Nothing in this policy affects your statutory rights in relation to faulty or misdescribed goods.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your order arrives faulty, damaged or incorrect, please contact customerservice@pristine.land as soon as possible with your order number and photographs where relevant. We will arrange the appropriate resolution and cover reasonable return costs where a return is required.

ORDER CANCELLATIONS

If you wish to cancel an in-stock order, please contact us as soon as possible. We can only stop an in-stock order before it has been shipped. Once your order has been dispatched, it will need to be returned in accordance with this Returns Policy.

For pre-order cancellations and further information about pre-orders, please see our Pre-Order Information.

For any questions about a return, please contact customerservice@pristine.land.