Changed your mind

If you are not completely satisfied with your purchase, you can return any items to us in its original condition* within 30 days of receipt. Exchanges and/or Credit note no refunds will be given at the moment due to Covid-19 and will only be granted within this timescale.

*Original condition is classed as unworn or unused so please take all reasonable care and keep all packaging and labels.

Embroidered items

If requesting monogramming please ensure you check the sizes carefully as refunds cannot be offered once items have been embroidered with personal names/initials. If you are unsure of size then please visit one of our stores and we can help guide you to establish the correct size needed.

Faulty items

We monitor quality of stock on an ongoing basis and make our best efforts to ensure that it conforms to description, is of a satisfactory quality and is fit for purpose as stated in the Sale of Goods Act 1979.

We allow a 30 day period for the return of any goods that you do not feel meet these guidelines and if confirmed we will refund or replace without delay.

In some cases if we feel that we would like further advice from a manufacturer to ascertain if the item has a manufacturing fault, we reserve the right to return the item to them for their comments. We will make sure this is done in a reasonable time and we reach a conclusion as soon as possible.

Items that are used and are within a 6 month period of purchase, that you feel have developed a fault will be inspected and, if deemed to be faulty due to a manufacturing fault, will be credited or refunded to the value when purchased. Anything over this time will be dealt with at the discretion of Identity.

Please enclose a COPY OF THE INVOICE or RECEIPT and a brief covering letter explaining the reason for the return and whether a refund or a replacement is preferred. If you do not include all of the necessary paperwork the refund or replacement of your goods may be delayed or not completed.

All goods must be returned in washed and clean condition. For Health and Safety reasons we cannot inspect and process any goods that are returned in a soiled condition.



If you are wanting to exchange an item please ring the Store you are planning to visit to check the stock situation before you travel. If not in stock we will endeavour to transfer any goods to the Store that is most convenient for you.


Please post your item to

Returns Department


Unit 2 Peter Green Way

Furness Business Park

Barrow in Furness Cumbria

LA14 2PE


PLEASE NOTE: We strongly recommend that items are sent back by some form of registered delivery. This means that if your parcel is lost in transit you will be able to claim from the carrier for the goods. Identity will not accept responsibility if the items are lost or damaged. Please ask the Post Office for a proof of posting receipt as the freepost service is standard and not tracked.

In some circumstances we offer a FREEPOST returns system. If you qualify for this you will have been informed prior to placing your order. If this is applicable to you please use the FREEPOST label that was