Returns FAQ
RETURNS
We accept returns for online orders within 14 days of delivery.
Returns from outside of the UK need to be shipped at your own cost after registering in our returns portal. Package the order securely and lightly using a tracked service with your local post office, original packaging is not required.
Please note that delivery fees cover the cost of shipping your order and are not refundable.
Items must be unworn, with tags attached, in original packaging, and with all supplementary accessories included (belts, charms, dust bags, etc).
We reserve the right to refuse returns that don't meet these conditions — see category-specific requirements below for jewellery, swimwear and handbags.
CUSTOMS INVOICE
For international returns, you will need to include the name of the product(s) on the customs invoice. Please mark clearly "BRITISH RETURN GOODS – [name of product(s)]" as a description of contents on all customs invoice paperwork provided by your chosen carrier.
If this indication is not clearly stated, custom duty charges may be applied. Use your original ORDER NUMBER as a reference on your return shipping label and customs invoice.
HOW TO RETURN ONLINE
To make a return, please visit our returns portal.
1. Enter your order number and email address.
2. Select the item(s) you would like to return and the reason for your return.
3. Select ‘choose your own courier’.
4. Once registered on the portal, we will email confirmation and further instructions.
5. Package your items securely ensuring the return slip is included inside the parcel. You can return the order without the original box which will lower the costs significantly.
6. Select a courier and prepare customs invoice. Please mark clearly "BRITISH RETURN GOODS – [name of product(s)]" as a description of contents.
If this indication is not clearly stated, custom duty charges may be applied. Use your original ORDER NUMBER as a reference on your return shipping label and customs invoice.
7. Please obtain proof of posting and tracking number as you are under a duty to take reasonable care of the goods and will be liable for damage or loss until we receive them at our warehouse.
REFUNDS
Please allow 10 working days from the date we receive your return for it to be inspected and for your refund to be processed. Your bank may take up to a further 5 working days to reflect the refund in your account.
Refunds are issued to your original payment method for the purchase price only — shipping charges are non-refundable.
You will receive an email notification once your refund has been processed.
JEWELLERY RETURNS
Jewellery must be returned in its original packaging, including the dust bag and box. Earrings can't be returned for hygiene reasons, unless faulty.
SWIMWEAR RETURNS
For hygiene reasons, swimwear must be tried on over your own underwear and returned with the hygiene sticker intact — returns without it won't be accepted.
HANDBAG RETURNS
Handbags must be returned with tags attached and in original packaging, including the dust bag and box.
INCORRECT RETURNS
We can only process returns for products purchased directly from self-portrait. If you accidentally send us items not sold by our brand or bought via another retailer (such as Net-a-Porter), we are not liable for their return, storage, or any associated costs.
We do not accept responsibility for non-brand items sent to us in error and cannot guarantee their return.
FREQUENTLY ASKED QUESTIONS
We accept returns within 14 days of delivery. Items must be returned in their original condition — unworn, unaltered, and unwashed — with all tags attached and free from make-up or marks.
Where provided, items should be returned with dust bags, belts and any accessories attached to the original product. All jewellery (excluding earrings), must be returned in its original packaging.
We don’t accept returns or claims of self-portrait items bought from other retailers.
We only offer exchanges in our London stores. Items purchased on self-portrait.com can be exchanged within 14 days at the Albemarle Street or Chelsea self-portrait stores only. Please bring your order confirmation, and ensure items are in their original condition with original packaging.
We do not currently offer exchanges online at this time. If you need a different size or colour, we recommend returning your original item for a refund and placing a new order.
For change-of-mind returns, the cost of return shipping is the customer’s responsibility. We recommend using a tracked service, as we are unable to accept responsibility for items lost in transit.
Original shipping fees are non-refundable unless the item is faulty or incorrect.
Once your return has arrived at our warehouse, it will take 2-3 working days to process and refund your return. Following the refund, funds typically appear in your original payment method within 3–5 working days, depending on your bank provider.
We accept returns on most items within 14 days of receipt. The exceptions are:
Earrings — non-returnable for hygiene reasons, unless faulty
Swimwear — non-returnable if the hygiene seal has been removed, unless faulty
E-gift cards — non-returnable
If you're unsure whether your item is eligible, please contact our Customer Care team before sending it back.
You will receive a confirmation email when your return arrives at our warehouse. Please allow up to 5 working days from the date of return for this notification.
If you have not heard from us after this period, please contact Customer Care with your returns tracking number.