Menkind and RED5 Store Returns Policy
This policy only applies to items bought from our retail stores. If you'd like to return something bought online or if you're unsure on anything covered here, please contact our Customer Services team, who will be only too happy to help.
Returning Unwanted Goods
Please come back and chat to us in the original store you visited about any problems you’re having with anything you’ve bought from us. If that’s too far away, you can visit your nearest store instead.
You’ll need to return any unwanted products with proof of purchase in pristine, unused condition within 30 days of the date you bought it from us, and we'll be happy to offer you a full refund or exchange.
Sadly, gift experiences, personalised gifts and consumable items are excluded from this policy; ask our store staff for details.
If you'd like to return something in pristine condition that you've had for more than 30 days, please do pop into one of our stores and speak to us, as we're always keen to ensure we have happy customers.
If you need any advice on what to do, give us a call on 0344 567 0710 or get in touch.
Christmas Gift Returns
To give you peace of mind, every gift purchased between 1st November and 24th December can be returned up to 25th January in the following year. Items must be returned unused, in pristine condition and with proof of purchase. This excludes gift experiences, personalised gifts and consumable items.
Concessions Stores: Hamleys and Selfridges
If you've purchased from a department store such as Hamleys or Selfridges, please refer to your receipt for specific policies regarding returns, as these may be different to the rest of our stores. These policies may exclude consumable items; ask store staff for details.
Christmas Pop-Up stores
If you need to return an item purchased from one of our Christmas pop-up stores which has now closed, you can do so at any other store (excluding concessions). Alternatively, please contact our Customer Services team and we will be happy to arrange this for you.
Returning Damaged or Faulty Items
There’s nothing worse than something new breaking or not working as it should. Despite rigorous testing, sometimes faulty products do slip through our quality control.
If you've been unlucky enough to purchase a faulty product, please talk to your nearest store or the store you originally purchased from.
Under the Consumer Rights Act, a product found to be faulty within the first 30 days after purchase can be fully refunded. After 30 days and up to 6 months after purchase, you have the right to a repair or a replacement depending on the product in question.
If you need any advice on what to do, please call us. We track all reports of faulty items and use them in quality control checks, and we like to make sure our customers are happy!
What to do if you need more help
In the unlikely event that you feel a store has not handled your complaint in line with the above policy or you have concerns that we have not met our legal obligations, please contact our Customer Services team.