Return and Refund Policy

How do I return an item?

You can return your item(s) using our usual returns process by visiting out returns portal - click here

Please note that £5 will be deducted from your refund to cover postage fees.

All returned items are quality-checked. Items must be in a new, unused condition, with all labels and swing tags attached, and wherever possible returned in the original packaging.

Refunds will not be issued if items do not meet our Return Criteria.

 

What are your Return Criteria?

Returned items must meet all of the following:

• Returned within 14 days of the order being placed.
• All COVA swing tags, security tags and labels must be attached and untampered.
• Items must be unworn and unwashed.
• No signs of pet hair or smoke.
• No marks or stains of any kind (including deodorant).
• Hygiene label must be intact (if applicable)
• Items must be returned as dispatched (folded and in original packaging).

Items not meeting these criteria will not be accepted and refunds will not be issued.

 

How do returns work for pre-order items?

For pre-orders, your 14-day return window begins on the day your item is dispatched, not the day you place your order.

 

Can I return sale items?

Sale items are non-refundable.

However, if returned within 14 days of receiving, we will issue a credit note instead of a refund.

 

What if my item arrives faulty?

We’re really sorry if you receive an item that isn’t perfect.

• Unworn faulty items can be returned within 14 days of receipt, provided they meet our Return Criteria.
• If an item has been worn and tags removed, we cannot issue a refund even if the item is later discovered to be faulty.

Before sending the item back, please email hello@covaclo.co.uk with:

• Your name
• Order number
• Product name
• A picture of the fault
• A description of the fault

Our team will reply within 48 hours (Mon–Fri) to confirm next steps.

 

Have you received my returned item?

Once you post your return, please allow up to 10 working days for it to be processed after it arrives with us.

You can also track your parcel’s return status using the courier tracking you received when posting it back.

 

How much does a return cost?

A £5 deduction will be made from your refund to cover postage fees.

 

Can I exchange an item instead of receiving a refund?

At present, exchanges are not part of our standard returns process unless specifically stated. Items that do not meet Return Criteria cannot be exchanged or refunded.

 

Can I return items purchased with a gift card?

Yes. Items bought using a gift card can be returned following the usual Return Criteria. Eligible refunds will be issued back to the original gift card.

Will my delivery charge be refunded?

Delivery charges are only refunded if:

• Your entire order was incorrect or faulty, or
• Your order was cancelled under the Consumer Contracts Regulations 2013.

 

Do you withhold refunds in any situations?

We may withhold refunds or block future orders where we suspect fraudulent activity, including:

• Claims that items were not received when tracking shows otherwise.
• Items returned after being used, worn, or damaged by the customer.
• Items returned that do not match the original order.

If you believe a mistake has been made, contact us at hello@covaclo.co.uk or by visiting our contact page.

 

What happens if I refuse delivery?

Please do not refuse your delivery.

If you refuse a parcel, you will be charged:

• The original delivery fee, plus
• The return cost charged to COVA by the courier.

Any refund will be minus both fees.

When will I receive my refund?

Refunds are issued to the original payment method.

Processing typically takes up to 10 working days after we receive your item.

Card refunds can take up to 10 business days to appear, depending on your bank’s processing time.

 

My refund is late or missing – what should I do?

Please allow at least 10 days after posting your return before contacting us.

Check with your bank, as processing times can vary.

If you still haven’t received your refund within 10 days after our refund confirmation email, please contact hello@covaclo.co.uk.

 

Still have a question?

Contact us anytime at hello@covaclo.co.uk or by visiting our contact page.