Orders & Products
Can I change my order after placing it?
If your item is made to order, production begins quickly and changes may not be possible. If your order hasn’t entered production or been dispatched, contact us as soon as possible and we’ll do our best to help.
How do I know which size to choose?
Please check the size guide on each product page before ordering. If you’re unsure, message us before checkout and we’ll advise.
Do you offer exchanges?
Exchange eligibility depends on the item purchased. Some in-stock items may be eligible, while made-to-order items usually aren’t. All requests must be submitted through our Returns portal for review.
Why can’t some items be returned for change of mind?
Made-to-order items are produced specifically for you, so they may not be eligible for change-of-mind returns. Your statutory rights aren’t affected.
Why are some products made to order?
Many REVOLV items are made to order to reduce waste and produce intentionally. Some items are held in stock. The product page will always indicate what applies.
Impact Points & Our Model
What are Impact Points?
Impact Points are earned when you purchase REVOLV products. They’re later redeemed for brand-new essential clothing donations.
How do I earn Impact Points?
Each product earns a set number of Impact Points, shown on the product page and in your cart.
What are Impact Points worth?
Impact Points have fixed values and are redeemed for essentials at defined rates:
- 1 Impact Point → Pack of socks, underwear, or a scarf
- 2 Impact Points → T-shirt or polo
- 3 Impact Points → Hoodie, sweater, or jogger bottoms
- 4 Impact Points → Coat or jacket
Does my purchase donate an item immediately?
Not instantly. Impact Points are combined across purchases and redeemed on a rolling basis to provide what’s needed most.
Do I donate the exact item I buy?
No. Your purchase creates Impact Points, which are redeemed for essentials based on real needs and available Impact Points.
Who receives the donated clothing?
Donations are distributed to people experiencing hardship through a mix of trusted community organisations and community-led individuals across the UK.
Can I choose who receives the clothing?
Not at the moment. Impact Points are allocated based on verified needs to ensure support is delivered fairly and effectively. That said, we’re always open to recommendations for community-based organisations or individuals to help broaden our impact.
How can I see what Impact Points have been used for?
We share regular impact updates showing Impact Points redeemed and the items provided. You can also join our email list to receive updates.
Shipping & Delivery
How long does delivery take?
Delivery times depend on whether your item is made to order or in stock. Estimated timelines are shown at checkout.
Will I receive tracking information?
Yes. Once your order is dispatched, you’ll receive a dispatch email with tracking details (where available).
Do you ship internationally?
We ship to the locations shown at checkout. Shipping options and prices are displayed before you pay.
What if my order is delayed or hasn’t arrived?
If your order is overdue, contact us with your order number and we’ll investigate with the courier.
Returns & Faults
Can I return an item if I change my mind?
Return eligibility depends on the item purchased. Many made-to-order items aren’t eligible for change-of-mind returns. If your item may be eligible, submit a request through our Returns portal for review.
Can I exchange an item?
Exchange eligibility depends on the product. Some in-stock items may be eligible. All exchange requests must be submitted through our Returns portal.
What if my item arrives faulty, damaged, or incorrect?
If your item is faulty, damaged in transit, or incorrect, you can request a return within 14 days of delivery and we’ll put things right. Submit your request via our Returns section. Include your order number and the reason for your request so we can respond quickly.
How do I request a return or exchange?
Submit your request via our Returns section. Include your order number and the reason for your request so we can respond quickly.
How long do refunds take?
Once approved and (if required) the item is returned and inspected, refunds are processed to the original payment method within 5–7 working days.
Payments & Accounts
Is my payment information secure?
Yes. Payments are processed securely using industry-standard encryption.
What payment methods do you accept?
We accept most major debit and credit cards (listed at checkout), as well as Klarna and Shop Pay’s credit options, where available.
Can I use discount codes or gift cards?
Yes, where valid. Enter your code at checkout. Unless stated otherwise, one discount code can be used per order.
Contact & Support
How do I contact you?
You can reach us via the live chat on our website or by using the contact form at the bottom of this page. For anything related to returns or exchanges, please submit your request through our Returns portal.
How long does it take to get a reply?
We aim to respond within 1–2 working days.
What should I include in my message?
Your order number (if you have one), what you need help with, and any relevant photos (for faults) so we can resolve it faster.
Need to speak to us?
Need a quick answer? The fastest way to reach us is via the live chat in the bottom-right corner of the screen.
Once we receive your submissions our Customer Service team will aim to respond within 1-2 working days.
Make sure to write as many details as possible to enable to efficiently handle your enquiry.