Realm – Return & Support Policy

Effective Date: 1 April, 2026

Return arrangements updated: 10 October 2026. Preorder provisions updated: 6 October 2026.

Realm releases clothing in limited drops. Limited stock, preorder production or a sold-out item does not remove your mandatory consumer rights. This policy explains our standard return service and how to get help with an order.

1. Start a Return or Get Order Support

Email support@realm.clothing or use our Contact page. Include your order number, the email used at checkout, the items concerned and your delivery country. Tell us clearly if you wish to return or cancel an item.

Contact us before posting a parcel so we can identify the order and provide the correct practical instructions. A valid statutory cancellation notice does not need discretionary approval, a particular form or a second confirmation from you.

2. Standard Returns for European Orders

Our standard change-of-mind return service is available for orders delivered in Europe. Notify us within 14 days of receiving your order. This geographic limit does not restrict mandatory rights that apply elsewhere.

For an eligible standard European return, the customer pays return postage. Include your Realm order number inside the parcel, keep proof of postage and use the destination below after contacting support:

Realm / Logiful GmbH
c/o REALM
Ketziner Str. 122
14476 Potsdam
Germany

For standard clothing covered by UK or EU statutory withdrawal rights, you generally have 14 days after delivery to notify us and a further 14 days to send the goods back. Any longer period required by applicable law still applies.

3. Item Condition & Size Exchanges

Return items clean, unwashed and in their original condition, with original packaging where possible. You may inspect and try on an item as you would in a shop. Where a statutory withdrawal right applies, handling beyond what is needed to inspect the item may result only in a deduction permitted by law; it does not automatically remove the right.

Size exchanges depend on available stock. A replacement size or restock cannot be guaranteed, but limited availability does not prevent a refund you are entitled to receive. Check the product's size guide or contact us if you are unsure before ordering.

4. Refunds

Refunds are based on the amount actually paid for the returned items and are made to the original payment method unless you expressly agree otherwise. We will not require store credit in place of a refund you are entitled to receive.

For statutory withdrawal, we refund without undue delay and within the applicable legal deadline. For UK sales where we have not offered to collect the goods, this is no later than 14 days after we receive the goods back or, if earlier, receive evidence that you sent them back. Standard outbound delivery charges are refunded where required by law; choosing a more expensive delivery service does not require us to refund its upgrade cost.

Any deduction must be permitted by law. We do not charge a statutory cancellation, administration or restocking fee. Your payment provider may take additional time to display a refund after it has been issued.

5. Orders Outside Europe

Our standard change-of-mind return service is not offered outside Europe. You can still contact us about defective, incorrect, misdescribed or undelivered goods, and any cancellation or return right that applies under mandatory law.

Do not send a non-European order to the German return address unless Realm gives you specific instructions. We will explain the appropriate support, replacement, reshipment, refund or return arrangements for your case.

6. Incorrect Items, Defects & Delivery Problems

Contact us if you receive the wrong item, size or design, find a manufacturing or print defect, or have a damaged, missing or undelivered parcel. Include your order number and a description. Photos of the item, packaging and shipping label are helpful where available; an unopened-package photo is not a condition of your mandatory rights.

We will provide the remedy required by applicable law. Replacement or reshipment depends on the issue and availability; store credit is an option only where you agree. Where a return is needed for a confirmed defect or Realm error, we will arrange or cover the necessary return costs as required by law. Contact us for instructions before posting the item.

7. Preorders, Cancellations & Order Changes

For standard, non-personalised preorder clothing, our Preorder Policy governs cancellation, refund and batch allocation. You may cancel before actual carrier dispatch without a cancellation fee, including after production starts. A shipping label alone does not mean the parcel has been dispatched.

Cancelling releases the allocation of the cancelled items. Reordering is subject to current availability and does not guarantee the original batch or shipping window. Asking a question or requesting a size or address change does not itself cancel your order.

After dispatch, applicable cancellation and return rights remain available. Opening a later batch does not automatically change an existing order's batch or expected shipping window. We will not apply a later policy change to reduce an existing order's rights or confirmed commitments.

8. Personalised Items & Consumer Rights

A standard design or size does not become personalised merely because it is made after purchase or in a limited batch. Exceptions for genuinely personalised or made-to-specification goods apply only where permitted by law, and do not remove rights concerning defective or incorrect goods.

Nothing in this policy restricts mandatory cancellation, withdrawal, refund, delivery or product-quality rights. Those rights take precedence over any voluntary-service condition above.