Returns Policy
HOW LONG IS YOUR RETURNS PERIOD?
Last updated: 16th February 2024
All eligible returns must be sent in their original packaging to the following address:
Cloud9 Fulfilment
Unit 3-4, Parkway Link,
Kettlebridge Rd,
Sheffield S9 3AJ
Please quote your order number and reason for a return in the package.
See the infomation below to check what qualifies as eligable for a return.
If you have any questions, please contact a member of the team at:
customer.care@discipline-
WHAT ITEMS CAN I RETURN?
We get it - sometimes something just doesn't work for you and you want to return or exchange. As long as item(s) are still in their original condition, you can return these within 14 days from day of purchase. Please see the below for any exceptions to this rule:
To receive a full refund on eligible returns, all items must be returned to us unworn, unused, unwashed and in the same condition you received them. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund. All items are inspected on return.
WHEN WILL I GET MY REFUND?
This can depend on how long it takes your chosen returns courier to get the items back to us before being processed for a return at our warehouse.
GOOD TO KNOWS...
- We only offer refunds onto the original payment method used to make the order.
- Refunds can take up to 7 days to be processed from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed.
CAN I COMBINE MULTIPLE RETURNS INTO ONE RETURN?
Returns registered separately can't be returned in one package, even if they are from the same order. Combining the returns into the same package will slow down the refund process, so please package separately!
Please retain any proof of return postage receipts as we may need to view these as part of your return. If you've already sent back multiple returns in one package, let us know so we can look into this for you.
DO YOU OFFER EXCHANGES?
If you opt for an exchange, we're unable to ship out your chosen item until the item you're returning is scanned in at our warehouse. This means we're unable to pre-reserve any item(s) that are chosen for exchange.
If for any reason we're unable to process an exchange, you'll receive an email confirming a refund to your original form of payment. A refund can take up to 5 working days to be processed and returned to your account.
POP UP STORES & EVENTS RETURNS POLICY
Returns from pop-up stores and Discipline 365 events are accepted under our usual returns policy, however we'll need you to get in touch with us and provide your e-receipt so we can verify your purchase, open our returns portal and issue a refund"
*Where cash has been used to purchase, items that are eligible for a return can only be refunded with store credit in the form of an e-gift card.
If you paid using debit/credit card, we'll be able to refund onto the original payment method providing you're able to provide proof of purchase. Your e-receipt contains your order number which we'll need to find your order and begin the return process.
FYI; A refund or store credit will be issued once we've received your return back at our warehouse.
I'M MISSING SOME ITEMS FROM MY ORDER
We’re sorry if something's missing from your order, but don't worry, it could be because we've only shipped part of your order, and the rest of your order will arrive a few days later.
CHECK IF YOUR ORDER WILL ARRIVE IN SEPARATE SHIPMENTS
You can check if your order will arrive in separate packages via your shipping confirmation email.
This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email containing further information, and the remaining item(s) will arrive shortly afterwards.
CHECKED YOUR ORDER IS CORRECT BUT STILL MISSING AN ITEM?
We're sorry about that!
The item(s) missing may have been out of stock. If we're unable to fulfil item(s) in your order, we'll have sent you an email about this - It’s worth checking your junk/spam folder too!
If you've checked the above and your order isn't arriving in separate packages, and we haven't let you know some of your order is out of stock, please let us know so we can look into this for you.
I'VE RECEIVED A DIFFERENT ITEM TO WHAT I ORDERED
In the unlikely event you've receive a wrong item or the wrong order, or your order is damaged in any way, please contact us with the following information and we'll get it sorted;- Your order number
- The name of the item you didn't receive
- A photo and the name of the item you have received (if the wrong item)
RECEIVED A FAULTY ITEM?
We're sorry if you've received a faulty item! Please send our Customer Support Team:- Your name and email address
- Order number (e.g #UK123456)
- Item name/description (if known)
- Photos that show:
- The fault as clearly as possible
- Full-length photo of the item
- The Discipline logo and label