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  • Returns F.A.Q
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Our Promise

We are serious about service and work hard to ensure that you will be delighted with your purchase in every way.

However, if for any reason you are not happy, please let us know about it.

We will do our level best to put things right, every time.

Feedback and Disputes - We are Here to Help

We know that delivering what you order, when you want it, is the most important thing we have to do. If something goes wrong, and occasionally it does, then fixing it becomes our main priority. If there is a problem, please contact us by phone on 01872 888132 or email and we will resolve it, hopefully without the need for poor feedback, or disputes.

Returns Guide - How to Return an Item

Need to return something?

You do not need to tell us in advance about a return you intend to make, just follow these 4 easy steps:
  1. Please read the detailed returns information below to determine the most appropriate action to take.
  2. Put the order back in the packaging it arrived in or something similar and label it with our address, which can be found at the bottom of the Returns and Feedback sheet (See back of invoice)
  3. Fill in the details on the returns form section and enclose this document whole in the package.
  4. Drop the parcel into a Post office or your preferred carrier. Please obtain proof of postage. Please ensure we receive the goods by January 31st.

Lost your Invoice? Click here to download The-Hubs Returns and Feedback form

• Duplicated or unwanted goods

Please use steps 2-4 for a prompt product refund. We are unable to refund any postage costs for this type of return and will assume responsibility for the goods only when they have arrived at our premises. Items must arrive with us by 31st January for UK orders and non-UK orders.

• Faulty / damaged on arrival or wrong item sent

Please give us a call on 01872 888132 or send an email to within 3 days of receipt. We will arrange for a replacement to be sent out at the first opportunity. An email will usually be sent with a pre-paid returns label to use within the UK. Then continue from step 2.

• Exchanges

To exchange an item simply place another order for the product you want and send the original item(s) back for a refund.

Please call or email if you need help with this.

Please Note: We are only able to exchange any item for the same product in a different size / colour. If you require a different product, please place a new order and send the original item(s) back for a refund following the procedure for duplicated or unwanted goods.

General Returns Information

If you need product advice, sizing advice, or general help with the process, please call us on 01872 888132 or email us at

When we receive your return, we will send you an email to confirm the receipt and agree the action to be taken.

We are only able to refund the original postage and packing charge if you have been sent incorrect items or they are faulty or damaged.

Please Note: All unwanted or exchange items must be in original, undamaged packaging (Boxes, Header Cards etc.) including original labels and packed in the same way they arrived with you. They must be in saleable condition and not worn other than to have been tried on, as this will mean that they are unsuitable for resale and we will be unable to issue a refund. If this is the case, we will need to return them back to you.

We are unable refund unless items are re-packaged properly.

For reasons of hygiene, we can only refund or exchange undergarments, tights, wigs if they have a manufacturing fault.

International Returns (Non- UK)

We cannot accept exchanges from outside the UK and will only refund items returned to us.

Please mark your documentation and package clearly as ‘RETURNED GOODS’ to avoid delays in customs.

Please keep copies of your shipping documents so that you can make a claim with the carrier if your parcel gets lost.

Contact Us

How do I contact you?

Phone 01872 888132, email or for returns information
We want you to have the best shopping experience possible. We have an excellent reputation for our Customer Service because we are always willing to help. Please either phone or email us using the contact details above, and we will be happy to answer your queries or deal with any problems that you might have. You will be talking to a member of our Customer Services Team in Cornwall. We believe that our after-sales service is second to none and our experienced Customer Services Team will always do everything they can to help you. They know all about our outdoor equipment, clothing and accessories - a quick call might save you a lot of time!

I have a question which is not covered here, help?

Please call Customer Service on 01872 888132 or email and we will be happy to assist you.