Returns and exchanges
We want you to keep what you buy from us for years. If what arrived isn't right, you have 14 days from delivery to send it back for a refund or an exchange. Every return and exchange, in the UK and everywhere else, starts in our returns portal.
Start a return or exchangeStarting a return
Three steps, about a minute.
Open the returns portal
Go to our returns and exchanges portal and enter your order number and the email address you ordered with. No account or password needed. Every customer starts here, in the UK and everywhere else.
Choose a refund or an exchange
Pick the item and tell us what went wrong. For an exchange, choose your replacement right there in the portal — a different size, another colour, or another piece altogether. Anything extra to pay, including the £5 label, is settled at checkout.
Get your returns label
Once your request is approved, the portal gives you a link to create your Royal Mail returns label. It costs a flat £5, taken off your refund or added to your exchange, and it's fully tracked, so your parcel is protected all the way back to us. On an exchange, we post your replacement to you free of charge. Please only send your return using the label we provide. Outside the UK? See Rest of the world below.
Portal not finding your order, or having trouble? Email info@equatorsun.com with your order number and we'll do our best to help you out as fast as possible!
What we can take back
Almost everything that comes back to us arrives spotless, and we're grateful for it.
Every return is checked by hand when it reaches us. That means we can only accept items that are:
- Sent back within 14 days of delivery.
- Unworn and unwashed, with tags attached and in their original packaging.
- Free of make-up, fake tan, suncream and deodorant. These are the marks we see most often, and they rarely come out.
- Free of stains, marks, pulls or scent — including perfume and smoke — and undamaged.
- Swimwear: tried on over your own underwear. For hygiene reasons, we can't accept a piece that's been worn against the skin in sensitive areas.
- Exchanges are final. Once you've swapped an item it can't be refunded or swapped a second time.
- Final Sale items, unless something is genuinely wrong with them.
- Wholesale and corporate orders.
A quiet word about packaging
Small brand, small margins.
Most of you open a parcel carefully and send it back the same way — packaging still perfect — and honestly, it makes a real difference to us.
The part that catches people out is the clear plastic sleeve each piece is sealed in. Once that's been torn open, the item can't go back out as new: it has to be re‑checked, re‑folded and re‑sleeved by hand, and every replacement is a cost we carry ourselves. Please open it gently along the seal and slip the piece back in the same sleeve if you can. Where it can't be saved, we may deduct a small fee if there is a loss in value. If the item itself can no longer be sold as new, we'll always email you before we do anything.
Postage, duties and taxes
The part worth reading before you post.
All UK returns and exchanges use our tracked Royal Mail label, which costs a flat £5: taken off your refund, or added to your exchange. That's the only postage you pay: on an exchange, we cover the cost of sending your replacement out to you.
Submit your request in the returns portal. Once it's approved, you'll get a link to create your £5 tracked label: print it at home, take the QR code to any Post Office or Royal Mail Customer Service Point and they'll print it for you, or have Royal Mail collect the parcel from your door. Nothing else to think about.
Submit your request in the same returns portal. Our £5 label is for UK addresses only, so once your request is approved we'll give you the return address, and you arrange and pay for your own tracked postage back to us. Duties and taxes are yours in both directions. Please mark the parcel clearly as a returned item so it isn't charged duty a second time on arrival — parcels that are, we're unable to accept.
Help us spot your parcel
The one thing that slows everything down.
Stock deliveries and customer returns come through the same door here, so an unmarked box can sit unmatched for days while we work out whose it is. Put your order number on a slip inside the parcel. Do that and your refund usually goes out the day it lands; without it, please expect a delay.
Refunds
Once your return reaches us and passes its check, we refund to the original payment method, less the £5 label fee. Allow 2–5 business days for the credit to appear — a few banks take a little longer than that, which is out of our hands.
Ready to start?
Head to the returns portal with your order number to hand. Not sure about something? Email us at info@equatorsun.com before you post anything.
Last updated September 2026 · equatorsun