Refund policy
Returns & Refund Policy
Can I return my order?
We want you to love what you ordered. If you change your mind, you can return your order within 30 days of receiving it — no questions asked.
This is in addition to, and does not affect, your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
To be eligible for a return, items must be:
- In their original condition, unworn and unwashed, with all tags and packaging intact;
- Free from damage caused by use, negligence or misuse;
- For hygiene-sealed items, returned with the hygiene seal unbroken.
We may reduce your refund where the value of the goods has been diminished as a result of handling beyond what would reasonably be permitted when examining them.
Unless the item is faulty, damaged, incorrect or otherwise not as described, the customer is responsible for the cost of returning the item.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, goods supplied must meet the applicable legal requirements, including being of satisfactory quality, fit for purpose and as described.
If your item arrives faulty, damaged or incorrect, please contact us as soon as possible with your order number and clear photographs showing the issue.
Where the goods do not meet the requirements of the Consumer Rights Act 2015, you may have a short-term right to reject the goods within the applicable 30-day period and receive a refund, subject to the conditions of the Act.
Other statutory remedies, including repair or replacement where applicable, remain available in accordance with UK consumer law.
For qualifying faulty, damaged, incorrect or non-conforming items, we will cover reasonable return costs where required by applicable UK consumer law.
How do I return my order?
- Email us at info@caroline-london.co.uk with your order number, the reason for the return, and, where you believe an item is faulty, damaged or incorrect, clear photographs showing the issue.
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We will reply with the authorised return address and return instructions.
Please do not return items without contacting us first, and do not automatically return parcels to the sender address shown on your original package, as this may not be our designated returns facility.
- Returns may be processed through one of our designated returns facilities or fulfilment partners, which may be located outside the United Kingdom. We will provide the correct address for your specific return.
- Please use a tracked postal or courier service and retain your tracking number and proof of postage until your refund has been completed.
- Once your return has been sent, please email us the tracking number and proof of postage.
Unless the goods are faulty, damaged, incorrect or otherwise not as described, return postage and the direct costs of returning the goods are paid by the customer.
Where a non-faulty return is sent internationally, the customer must ensure that any postage, customs charges, duties or other charges payable by the sender and necessary for the parcel to reach the authorised return address are paid in advance.
Please do not send parcels on a “charges due”, “cash on delivery” or equivalent basis, as this may prevent the returns facility from accepting the parcel.
We do not automatically arrange courier collection for change-of-mind returns. The customer is responsible for arranging the return using an appropriate postal or courier service.
Your right to cancel — Consumer Contracts Regulations 2013
For most online purchases, you have the statutory right to cancel your order within 14 days of receiving the goods, without giving a reason, subject to the exclusions provided by law.
Our voluntary 30-day returns window is more generous and includes this statutory cancellation period.
If one order contains multiple goods delivered separately, the statutory cancellation period may run from receipt of the last relevant item in accordance with the Regulations.
To exercise your statutory right to cancel, notify us within the applicable cancellation period.
You must then return the goods without undue delay and, in any event, no later than 14 days after informing us of your decision to cancel.
Unless we have expressly agreed to collect the goods, the customer is responsible for arranging the return.
Where we informed you before purchase that you would be responsible for the direct cost of returning the goods, those return costs are your responsibility.
Model cancellation form
To cancel under the Consumer Contracts Regulations 2013, you may — but do not have to — use the following form.
Simply copy it into an email to info@caroline-london.co.uk:
To Caroline London (info@caroline-london.co.uk):
I hereby give notice that I cancel my contract of sale of the following goods: [description].
Ordered on: [date]
Received on: [date]
Name: [name]
Address: [address]
Date: [date]
Refunds
For statutory cancellations, we will make any refund due without undue delay and within the time limits required by applicable UK consumer law.
Where goods are being returned following cancellation, we may withhold reimbursement until we have received the goods back or until you provide evidence that you have sent them back, whichever occurs first.
Refunds will be made to your original payment method, unless otherwise agreed where legally permitted.
Where applicable, the refund will also include the cost of the least expensive standard delivery option offered by us.
As our standard delivery is free, this will normally mean the amount paid for the returned item or items.
Please keep your tracking number and proof of postage until the refund has been confirmed.
Once we issue your refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
We will email you when your refund has been issued.
International returns
Some of our production, fulfilment and returns operations are handled through specialist international partners.
For this reason, your authorised return address may be located outside the United Kingdom.
Always use the return address supplied to you by our Customer Support team.
Do not return an item to the sender address printed on the original parcel unless we specifically instruct you to do so.
For non-faulty or change-of-mind returns, the customer is responsible for arranging and paying the direct cost of returning the goods.
Any postage, customs charges, duties or other sender-side charges necessary for the parcel to reach the authorised returns facility must be paid in advance by the sender.
Returns sent with charges outstanding at destination may be refused or may not be capable of being accepted by the returns facility.
This section does not affect your statutory rights where goods are faulty, damaged, incorrect or otherwise not as described.
Exceptions
For hygiene reasons, we cannot accept returns of sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken, unless the goods are faulty or applicable consumer law otherwise provides a remedy.
This does not affect your statutory rights.
Questions?
Email us at info@caroline-london.co.uk — we're happy to help.
