Delivery & Returns
IF YOU ARE UNABLE TO SEE YOUR DELIVERY COUNTRY AT CHECKOUT, PLEASE ENSURE THAT YOU ARE BROWSING OUR WEBSITE WITH THE CORRECT SHIPPING COUNTRY PRE-SELECTED.
SHIPPING COUNTRIES ARE LISTED AT THE TOP OF THE PAGE WHEN BROWSING THE WEBSITE FROM DESKTOP AND INSIDE THE MENU IF YOU ARE BROWSING ON MOBILE.
DELIVERY DURING SALES PERIODS
Due to the large volume of orders, we receive during sales, we cannot guarantee same-day dispatch. Please allow for a few extra days for your order to be sent out from our warehouse. UK next day delivery service is not available during sales periods.
We endeavor to dispatch your order on the same day*, provided you place your order before 4 pm GMT, Monday to Friday.
*Due to order volumes, we may not be able to offer the next day delivery service during sales periods.
Any orders placed over the weekend after 4 pm on Friday will be sent out on the following Monday, or the next working day in the case of Bank Holidays (please note we do not deliver or dispatch on UK Bank Holidays including Jubilee Bank Holiday 2-3rd June).
Our carrier will deliver your parcel between 9 am and 9 pm Monday - Friday.
A signature may be required on receipt. If you are not around to accept your parcel, the carrier will leave you a card telling you how you can re-arrange delivery/pick up from depot.
A tracking link will be sent to you once your order reaches our nominated courier, for you to be able to follow it all the way to your front door.
TRY AT HOME APPOINTMENTS
We are pleased to offer a Try at Home service for our customers in Greater London. Any orders placed using this service will be delivered during the appointment time and date selected at checkout. Payment taken via a mobile payment terminal only for items you wish to keep during your appointment. The rest will be returned to us, hassle-free.
A £15 service fee applies, which will be waived if any purchase is made. Please note that Try at Home purchases are not eligible for exchange/refunds.
All international orders (except EU, US & Mainland China) may be subject to import duties and taxes once a shipment reaches your country. Additional customs clearance charges must be paid by you; we have no control over these charges and cannot predict what they might be.
INTERNATIONAL SHIPPING POLICIES
International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.
Customs policies vary widely from country to country; contact your local customs office for more information. When ordering from self-portrait you are considered the "importer of record" and must comply with all laws and regulations of the country in which you are receiving the goods.
• EUROPEAN UNION
For all orders sent on DDP (Delivery Duty Paid) service, there will be no additional fees to pay when your order arrives at the destination. This includes all EU countries plus Norway and Switzerland.
Delivery within 2-3 working days from order dispatch.
A €20 shipping fee applies for orders below €400, while any order above €400 is free.
Free Shipping and all orders sent on DDP (Delivery Duty Paid) service, there will be no additional fees to pay when your order arrives at the destination.
Delivery within 2-3 working days from order dispatch.
• MAINLAND CHINA
Free Shipping and all orders will be sent on DDP (Delivery Duty Paid) service, there will be no additional fees to pay when your order arrives at the destination.
Delivery within 3-5 working days from order dispatch.
• MIDDLE EAST
Shipping to Middle East region is 3-5 working days from order dispatch, orders will be dispatched via DHL.
• RUSSIAN FEDERATION
Shipping to Russia can take up to 3 weeks, dependent on Russian Customs restrictions.
* Due to current international conflict, we are currently unable to deliver to Russia or Belarus.
• REST OF WORLD
Delivery within 2-7 working days (transit times dependent on destination).
A £16 / €20 / $25 shipping fee applies for orders below £350 / €400 / $500, while any order above £350 / €400 / $500 is free.
International shipping charges do not include taxes or duties.
Please contact your local customs office to request details of these charges.
* Due to current international conflict, we are currently unable to deliver to Ukraine.
If you choose to refuse your shipments, you will be responsible for any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package to our UK address. This amount will be deducted from your merchandise refund.
WE ACCEPT RETURNS WITHIN 14 DAYS OF DELIVERY, FOR ITEMS IN THEIR ORIGINAL CONDITION THAT HAVE NOT BEEN WORN, ALTERED, OR WASHED, WITHOUT MAKE-UP MARKS AND WITH ALL TAGS ATTACHED.
WHERE PROVIDED, BELTS AND ANY PACKAGING SUCH AS DUST BAGS MUST ALSO BE RETURNED.
FREE RETURNS WITHIN THE UK
Simply fill in the returns form enclosed in your order and use the Royal Mail returns service:
1. Visit the Royal Mail website: https://www.royalmail.com/track-my-return/create/4441 and follow the prompts to generate a returns label.
2. Print the label at home and drop your parcel at a Post Office branch to receive proof of posting. There is also a free label printing service at local Post Office branches.
3. Generate your returns label then visit the location finder (http://www.royalmail.com/delivery-and-collection-office-finder) to find a Post Office near you that offers label printing. Royal Mail will also collect the return from your doorstep for a small fee.
4. Visit https://send.royalmail.com/collect/youritems to book a collection.
* Please note items purchased using our Try At Home service are not eligible for refunds. Any items returned will not be refunded and returned at your cost.
Returns from outside of the UK need to be shipped at your own cost. We would recommend wrapping the order securely and lightly using a tracked service with your local post office (eg. USPS for US returns). You can return the order without the original box which will lower the costs significantly. We recommend that you obtain proof of posting or insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse.
For international returns please mark clearly "BRITISH RETURN GOODS - CLOTHING" as a description of contents on all paperwork provided by your chosen carrier. If this indication is not clearly stated, custom duty charges may be applied and the amount will be deducted from your merchandise refund. Use your original ORDER NUMBER as reference on your return shipping label and invoice.
Please send your return to:
self-portrait c/o ILG
Unit 7 Sterling Park Industrial Estate
Gatwick Road, Crawley
RH10 9QT (UK).
Please allow 5 working days from the date of receipt for returns to be inspected and processed.
Refunds will be issued on the cost at purchase price, excluding original shipping charges, back to the original method of payment. You will receive an email notification once your refund has been processed.
In the interests of both health and hygiene, please ensure all swimwear is tried on over your own underwear. Swimwear returns will not be accepted if hygiene stickers have been removed.
We reserve the right to refuse returns if these conditions are not met.
Please make sure to return handbags with tags still attached and all original packaging, including the dust bag and box.
We are happy to amend any orders before they get processed with our warehouse. However, once they get synced, we will not be able to gaurantee any changes.
We are unable to guarantee cancellations during the sales period due to the volume of orders being processed.
We are happy to offer exchanges for the same item, in an alternative size.
Full instructions are provided on the returns sheet, included with your order. Should you wish to receive a different style, please place a new order on our website and return the existing order for a refund.
Original shipping charges are non-refundable.
RETURN TO STORE
Purchases made online cannot be accepted for return in-store.