Returned items must comply with our returns policy:
- Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
- Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
- When trying on footwear, please take care not to mark the soles or damage the shoe box.
- If an item has security tags or brand tags attached, it must be returned with the tag in its original position.
- Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.
- Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.
Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
How To Return Items
- When placing orders of more than 1 item through Immortal, you may be sent multiple packages depending on the brands you selected.
- Please take extra care to return the items to the correct destination of where it was sent from.
- Please follow the returns form in each package provided by the Partner or Immortal
- Complete the Returns Form that was included with your order. Please make sure you fill in all the appropriate fields, including your Order Number and Style Number. If your Returns Form is incomplete, there could be a delay in processing your return.
- Enclose the Returns Form(s) with the item(s) you are returning. Use the original packaging or a suitable replacement.
- Send the parcel back we recommend using a registered delivery service such as Royal Mail Registered Post in the UK.
- We would ask that returned items must reach us within 14 days from the day you received your order. You will have to pay postage on returns.
We aim to process all returns within 48 hours of receiving them and refunds will be credited to your debit/credit card within 28 working days.
If Returns Form Or Address Label Is Mislaid
If you have mislaid your Returns Form or address label, you can request these from us by dropping us an email at firstname.lastname@example.org and state the below:
- Your item(s) number (s)
- Your Order Number (on your confirmation email or Delivery Note)
- The Style Number (on your confirmation email or Delivery Note)
- The name of the brand(s) of your item(s)
Your statutory rights are not affected by our returns policy.