Refund policy
Returns
We want you to be confident in every piece you order from 112. If something doesn’t sit
right wrong size, wrong fit, not what you imagined, you have fourteen days from the
day your order arrives to start a return.
Below is everything you need to know: what we accept, what we don’t, and how to send a piece back.
RETURN WINDOW
You have 14 days from the date of delivery to notify us that you wish to return an item. Once we’ve approved the return, you have a further 14 days to post it back. Returns sent outside this window will not be accepted and will be returned to sender at the customer’s expense.
RETURN SHIPPING
Return shipping is paid by the customer. We do not provide free returns labels for change-of-mind returns, sizing returns, or any non-faulty return. You arrange and pay for the postage yourself, using a tracked service of your choice. We recommend Royal Mail Tracked 48 for UK returns; we cannot be held responsible for parcels lost or delayed in transit when sent untracked. The only exception is where an item arrives faulty, damaged, or where we have sent the wrong piece, in those cases we cover the cost of return postage in full. See “Faulty or Incorrect Items” below.
WHAT WE ACCEPT
We accept returns on full-price garments that meet all of the following conditions:
• Unworn and unwashed.
• Free from any sign of wear, including deodorant or makeup marks, perfume or fragrance,
smoke, and pet hair.
• All original tags still attached to the garment with the original fastening intact.
• Returned in the original 112 mailing bag, or in protective packaging of equivalent quality.
• Accompanied by the original packing slip or your order confirmation number.
WHAT WE DON’T ACCEPT
The following returns will be refused. Where a refused return has already been posted to us, the garment will be returned to the customer at their cost and no refund will be issued. Garments showing signs of wear. This includes markings, body odour, perfume, deodorant, cigarette smoke, food, makeup, and any other scent or stain.
Garments that have been washed. Even a single wash leaves markers in the fibres, particularly on our heavyweight cotton. Washed garments are not eligible for return.
Garments returned without their original tags. If the tag has been removed and re-tied, cut and reattached, or is missing entirely, the return will be refused.
Garments that have been altered. This includes hemming, taking in, letting out, dyeing,
embroidering, or any other modification to the original piece.
Returns sent outside the 14-day window. Unless we’ve agreed an extension with you in writing in advance, late returns will not be accepted.
Returns sent without prior authorisation. All returns must be requested through
returns@112clo.com before being posted. Unsolicited returns may be refused at our discretion. Final sale items. Pieces purchased during sample sales, archive sales, or with a promotional discount of 30% or more are marked as final sale at checkout and clearly identified on the product page before purchase. These cannot be returned.
Limited drops and collaboration pieces. Where a piece is marked as final sale on the product page at the time of purchase - typically limited drops, collaborations, and one-off releases - the sale is final and the piece is non-returnable.
Garments damaged on their way back to us. Where the customer has not packaged the item adequately for return transit, we cannot accept responsibility for damage incurred in the post. Use the original mailing bag or a similarly protective alternative.
International returns not declared correctly at customs. Returns from outside the UK must be marked as “Returned goods, UK origin” on the CN22 or CN23 customs form. Any import duty, VAT, or handling fees we incur on a return that is incorrectly declared will be deducted from the refund.
HOW TO INITIATE A RETURN
Email returns@112clo.com within 14 days of receiving your order. Include your order number, the piece(s) you wish to return, and a short note on the reason - fit, sizing, change of mind, anything.
We’ll reply within 2 business days with a returns reference and the return address. Post the item using a tracked service - we recommend Royal Mail Tracked 48 - at your own cost. Keep your proof of postage until the refund has been processed; without it we can’t investigate if the parcel goes missing in transit.
REFUNDS
Once your return reaches us, we’ll inspect it within 3 business days. If everything is as described, we’ll refund the cost of the garment to your original payment method within 14 days of receipt. The refund will appear in your account within 5–10 business days from there, depending on your card issuer.
Original outbound shipping is non-refundable, unless the item was faulty or sent in error - see below.
EXCHANGES
We don’t currently offer direct exchanges. If you want a different size or a different piece, return the original for a refund and place a fresh order. This keeps things simple and ensures the size you want isn’t sold out while your return is in transit.
FAULTY OR INCORRECT ITEMS
If your order arrives faulty, damaged, or we’ve sent the wrong piece, email returns@112clo.com within 48 hours of delivery with clear photos of the issue. We’ll arrange a free returns label and offer you either a full replacement or a full refund - your choice - including original shipping costs. This sits separately from the standard returns process above and is not subject to the conditions in “What We Don’t Accept.”
YOUR STATUTORY RIGHTS
This returns policy operates alongside, and does not affect, your statutory rights under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. You have a statutory 14-day right to cancel distance contracts; this policy is consistent with that right and adds clarity around the condition in which goods must be returned.
CONTACT
Email: returns@112clo.com
Hours: Monday – Friday, 9am – 5pm GMT
Response time: within 2 business days.