All Customers

 

Be sure to register your return within 14 days on the relevant portal (if one is available for your country of order origin) or you are responsible for the shipment back.

All items must be returned within 28 days of receiving the order for an eligible refund.

No exchanges available.

Customers will not be offered a refund if they attempt to process a return outside of our returns window.

We reserve the right not to refund you if you return items to us outside the terms of our returns policy.

We do not offer an extended “Holiday” returns policy.

 

Fees

 

International Customers

Return fees vary depending on the location you are returning from.

If returning from UK, Canada or the US the return fee will be deducted from your total refund amount.

If returning from Ireland, Netherlands, France, Germany, or Australia we offer a subsidised return fee which must be paid upfront when registering the return.

Anywhere outside of the countries we offer a returns portal, the return fee is the customers responsibility. Please obtain proof of postage, and we recommend insuring your items should anything get lost in transit.

 

Conditions of Returns

 

Items must be returned in their original condition – unworn, undamaged, free of makeup, fake tan, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached.

We will not accept returned products that show any signs of having been worn or washed.

If a product is returned to us that has been worn, used, damaged, or is otherwise in an unsaleable condition, we reserve the right to refuse your refund. Alternatively, we reserve the right to reduce your refund value to reflect any reduction in the value of a product.

Non-returnable items include all pierced jewellery due to health and hygiene reasons.

Lingerie and hosiery solutions can only be returned if the box is entirely unopened. As soon as the security label has been broken, we are unable to accept the items back.

Any returned footwear must be in its original box and original shoe or dust bag (if any).

 

Final Sale

 

If an item is marked as "Final Sale" these items are non-returnable. If a product that is Final Sale is faulty or incorrect, please contact customer service at cs@clubllondon.com to resolve the issue.

 

Faulty / Incorrect

 

If you receive an item that is incorrect or damaged, you must contact us at cs@clubllondon.com or use our live chat to report the incident.

If you believe there is an issue with your order, this must be reported within 7 days of receiving the delivery otherwise we will deem the order as accepted.

When reporting an incorrect or faulty item, please include as much information, such as: Name, Order Number, photos of damage or incorrect item.

In the rare occasion that an error is made, please allow us time to rectify this, any alterations or returns will not be remunerated without prior authorisation.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them (which is not always possible) and you'd like these returned to you, there will be a delivery fee which must be paid within 7 days of being sent an invoice. If there are delays in payment, the items will be perished.

 

Processing time / Refunds

 

US & Canada

If you are using Happy Returns or Return Bear, once you have dropped your items and they have been approved, you will be issued a refund.

 

UK

Once we have received the returned order, it can take our returns facility up to 10 working days (excluding bank holidays and weekends) to process and issue a refund.

If using the return method provided in our Returns Portal, your order should take 2-4 working days to be received by us. Please keep track of the returns journey using the tracking link. If this exceeds the expected time, please get in contact with us (cs@clubllondon.com) so we can review this for you.

We will email you as soon as we have received the item back at our Returns Facility.

 

International

Please note that international returns can take up to 28 days to return to the UK. In some instances, we can process them quicker. Return journey time depends based on the location.

 

Refunds

Refunds will be processed back to the original payment method.

If you have used a gift card and an additional payment method, the funds returned will go first to the gift card, and then the additional payment. This cannot be changed.

If you paid via credit or with debit card this can take 5-10 working days (excluding weekends and bank holidays) for the funds to appear on your bank statement.

If you used a “Buy Now Pay Later” service provider, the refund will appear within 24-48 hours.

If you used PayPal as a payment method, it could take 24-48 hours for the refund to appear.

 

Fair Use Policy

 

To protect ourselves against fraudulent activity and misuse of our returns policy, we reserve the right to refuse a refund, have your account flagged or suspend/close your account.

In serious occasions we have the right to take legal action where necessary.

Fraudulent activity includes, but not limited to, claims of orders not being received, claiming for missing items, claiming more items returned than received, wearing items for longer periods, returning items that were not ordered by yourself/not matching your order, unusual returns activity (ordering high volumes and regularly returning all orders), raising non-fraudulent chargebacks.