Returns and Refunds
Please note that this policy excludes any MTO (made to order) products such as customised phone cases. Due to the bespoke nature of these items they are not eligible for return.
Illustrate understands that there are times when products do not fit as expected, or mistakes happen when ordering goods. So, we want our returns policy to be as simple, and transparent, as buying from us is.
We have a ‘Contact Us’ page that is monitored whilst we are open during the week, if you would like to open a return or exchange process then please do use this page. Please allow a time-frame of 3-5 working days for a reply*.
If you are wanting to return a product (such as clothing or phone cases) in exchange for a different size or model, then please note we will only accept returns if the product is in ‘brand new’ condition and with proof of purchase showing the item was bought no more than 28 days prior. This means that the product and has not been worn, used, washed or damaged, with original labels still attached. Do not worry if you do not still have the original packaging your goods came in, just note to keep labels attached before trying on products and a physical copy of your receipt if applicable. Our returns policy is extended to 60 days between 1st November to the 25th December.
If you wish to solely have a refund, please also get in touch via the contact form and send your parcel back to the following address:
Illustrate, Unit 7b, East Park Trading Estate, Gordon Road, Bristol, BS5 7DR**
Once we receive the product(s) at the above address, a full refund will be issued minus postage and packing costs.
Alternatively, you can visit us in-store to exchange or refund a product. Please have a look and see your closest store if this is your preferred option!
Illustrate’s Returns and Exchange Policy:
Our returns and exchange policy lasts 28 days, or 60 days between the dates of 1st November - 25th December.
If 28 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange, unless special circumstances occur. If you would like to see if these special circumstances apply, do not hesitate to contact us through the 'Contact Us’ page.
To complete your return, we always require a receipt or proof of purchase. If you purchased your goods online, check your inbox and you will find your order confirmation and receipt there***.
Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
At this point, we will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit/debit card, or original method of payment, within 3-5 working days.
Late or missing refunds (if applicable):
If you have not received a refund after this 3-5 day period, then first check your bank account again as it may be pending.
Then contact your bank, or credit card company, as it may take some time before your refund is officially deposited within your account. Please note, there is often some processing time before a refund is posted.
If you have followed all of these steps and you still have not received your refund, then please contact us at email@example.com. We will endeavour to get back to you as soon as possible, but please note this may take 3-5 working days.
Exchanges (if applicable)
We only replace items if they are defective, damaged or in the wrong size****. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to:
Illustrate, Unit 7b, East Park Trading Estate, Gordon Road, Bristol, BS5 7DR.
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a tracked shipping service or purchasing shipping insurance.
We cannot guarantee that we will receive your returned item.
* 3-5 working days = this does not include bank holidays, or weekends.
** please note this is not a FREEPOST address, so you will be expected to cover the cost of postage and packaging.
*** this will be an automatically generated email as a result of you purchasing goods from our website – the email address associated with this procedure is [LINK].
**** when you receive them from us, not after wear and tear.