Last updated: 18/04/2026
At [Store name], we do everything we can to keep our customers happy. However, there may be times when you wish to return a product. Below, we clearly explain our returns policy. We’re happy to help — if in doubt, please always contact us first via [Store email address].
1. How we operate
[Store name] operates on a direct-from-supplier model. To minimise waste and reduce our CO₂ emissions, we do not hold large amounts of stock ourselves: items that are out of stock are dispatched directly from our supplier (based in China). This means that returns must also be sent to our supplier’s returns address in China.
2. Time limit and notification
You can request a return within 14 days of receiving the item, via [Store email address].
You can only request a return once you have physically received the item.
When making your request, please always state your order number and a valid reason for the return.
Once approved, we will provide you with our supplier’s return address.
3. Conditions
A valid reason for the return is always required.
Items must be unused, unwashed, undamaged and in their original condition, with all labels and tags still attached.
Trying on is permitted; wearing is not.
Discounted (sale) items cannot be returned without a valid reason.
Deliberately ordering multiple sizes with the intention of returning (some of) them is not permitted.
Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear and jewellery), unless they are unopened and unused.
4. Return costs and process
Return costs are entirely at the customer’s expense, including international postage and any customs charges.
The item must be returned to our supplier’s returns address in China.
The customer is responsible for arranging the return, covering the costs and tracking the return shipment.
We always recommend using a tracked delivery method; without proof of dispatch, we cannot process a return.
5. Customer-friendly alternative solution
As international returns can be expensive and time-consuming, we are happy to work with you to find a suitable interim solution (such as a partial refund or discount), which we will agree upon by mutual consent via email. Please always contact us first at [Store email address] before returning anything.
6. Faulty, incorrect or damaged items
If there is a problem with your order — for example, the size, fit or quality — please email us within 14 days of receipt, including clear photographs and a description of the issue. Without photographs and a description, we cannot process your complaint and you will not be entitled to a return or refund. With this information, we will find a suitable solution as quickly as possible.
7. Refunds
A refund can only be issued once the item has been received and approved at the returns address in China. Upon approval, we will refund the purchase price within 14 days via the original payment method. Original delivery charges will not be refunded.
8. Cancellations
It is not permitted to cancel an order once it has been placed and is being processed. No refund or chargeback can be initiated until the item has actually arrived and been received. If you have a question or problem with your order, please contact us first via [Store email address] rather than initiating a chargeback or refund straight away.
9. Liability
We are not responsible for lost parcels if the tracking information indicates that the item has been delivered to the address provided by the customer.
An incorrectly provided address is the customer’s responsibility.
Errors in the address must be reported within 24 hours of placing the order via info@cecilialondon.com.