Thank you for shopping with sp5der.co.uk. We want you to be happy with your order — here’s exactly how returns, exchanges, and refunds work.

Your Right to Cancel (UK Consumer Contracts Regulations 2013)

As a UK customer shopping online, you have a legal right to change your mind. You can cancel your order for any reason:

  • Within 14 days of receiving your item(s), and
  • You then have a further 14 days from the date you tell us you want to cancel to send the item back to us.

This applies even if you’ve simply changed your mind — the item doesn’t need to be faulty. To cancel, just contact us at support@sp5der.co.uk with your order number and let us know you’d like to return your item.

Condition of Returned Items

To qualify for a full refund, items must be:

  • Unworn, unwashed, and in their original condition
  • With all original tags attached
  • In their original packaging where possible

You’re welcome to try items on as you would in a shop, but items showing signs of wear, alteration, or use won’t be eligible for a refund. If a returned item isn’t in resaleable condition, we may deduct an amount reflecting the loss in value, or return the item to you.

How to Return an Item

  1. Contact us at support@sp5der.co.uk with your order number and the item(s) you’d like to return.
  2. We’ll confirm your return and provide instructions on where to send it.
  3. Package the item securely, including proof of purchase.
  4. Send it back to us — we recommend using a tracked service, as we can’t be responsible for items lost in transit back to us.

Refunds

Once we receive your returned item, we’ll inspect it and process your refund within 14 days. Refunds are issued to your original payment method.

  • Card payments: typically 5–10 business days to appear on your statement, depending on your bank
  • PayPal: usually within a few business days

We’ll email you to confirm once your refund has been processed.

Return postage costs are the customer’s responsibility unless the item arrived faulty, damaged, or incorrect, in which case we’ll cover the cost. Original outbound shipping charges are refunded only if the entire order is cancelled under your 14-day cancellation right; if you’re returning part of an order, the item cost is refunded but delivery charges may not be.

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or isn’t what you ordered, please let us know within 3 business days of delivery so we can sort it quickly — though this doesn’t affect your wider statutory rights under the Consumer Rights Act 2015, which protect you beyond this window too if a genuine fault appears later.

When your order arrives, we’d recommend:

  • Checking the contents for any damage or defects
  • Confirming you’ve received the correct item(s) and sizes

If something’s wrong, contact us with your order number and a photo of the issue, and we’ll arrange a replacement, exchange, or refund — your choice — at no extra cost to you.

Exchanges

Want a different size or colour instead of a refund? Let us know when you contact us and we’ll arrange an exchange, subject to stock availability. If the item you’d like isn’t in stock, we’ll offer a refund instead.

Non-Returnable Items

For hygiene reasons, the following items can’t be returned unless faulty:

  • Items marked as final sale
  • [Any other exclusions specific to your product range, e.g. underwear/masks]

Questions?

If anything’s unclear, our customer support team is happy to help — reach us at support@sp5der.co.uk.