Refund policy
At London Outfit, we want you to feel confident when shopping with us. This policy explains how returns, exchanges, cancellations, damaged items, and refunds are handled.
1. 30-Day Return Period
You may request a return within 30 days after your order is delivered, subject to applicable consumer-protection laws.
To qualify for a standard return, footwear must be unworn, unused, in its original condition, and returned with its original packaging, including the shoe box where provided. Items should include all original accessories, tags, and components. You will also need your order number or other proof of purchase.
Please try on footwear indoors on a clean surface to check the fit before deciding to keep it.
Nothing in this policy limits your statutory rights.
2. How to Request a Return
To request a return:
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Email contact@london-outfit.com within 30 days of delivery.
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Include your order number, the item you wish to return, and the reason for the return.
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We will review your request and provide return instructions and, where applicable, a prepaid return label within one business day.
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Package the footwear securely, preferably placing the original shoe box inside a protective shipping carton, and send it to the return address provided in our instructions.
Please do not send an item back before receiving return instructions. Returns sent to an unauthorized address may be delayed.
For customers in the UK, statutory cancellation rights for eligible online purchases may provide a separate 14-day cancellation period after delivery. Where those rights apply, the statutory rules take precedence over any conflicting provision in this policy.
3. Return Shipping Costs
London Outfit covers the cost of approved returns using a prepaid return label we provide, where applicable.
Original or independently purchased return-shipping costs are not reimbursed unless agreed by us in advance or required by applicable law.
If an item is confirmed to be damaged, defective, incorrect, or not as described, you will not be charged return-shipping costs.
For change-of-mind returns, any return-shipping arrangements will be communicated when your return request is approved, subject to your statutory rights.
4. Footwear Sizing and Fit
We understand that finding the right fit is important. If your footwear does not fit as expected, you may request a return or exchange within the applicable return period, provided the item meets the relevant return conditions.
Please consult the product description and available size information before ordering. Sizing may vary between styles and manufacturers.
Footwear should be tried on indoors on a clean, dry surface. Items showing signs of outdoor wear or use beyond what is reasonably necessary to inspect them may not qualify for a standard change-of-mind return, subject to applicable law.
5. Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery.
If your footwear arrives damaged, defective, incomplete, or different from what you ordered, email contact@london-outfit.com with:
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Your order number.
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A description of the issue.
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Clear photographs showing the item and, where relevant, its packaging.
We will review the issue and provide an appropriate resolution, which may include a replacement, exchange, prepaid return, repair where appropriate, or refund.
You will not be charged return-shipping costs for an item confirmed to be damaged, defective, or incorrect.
Your statutory rights relating to faulty goods and goods that do not conform to the contract are not affected by this policy.
6. Items That May Not Qualify for Standard Returns
Subject to applicable law and any statutory rights, standard change-of-mind returns may not be accepted for:
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Footwear that has been worn outdoors or used beyond what is reasonably necessary to inspect it.
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Items returned damaged after delivery, altered, incomplete, or missing required components.
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Personalized or custom-made products, where applicable.
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Gift cards.
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Items marked as final sale, where such exclusions are permitted by law.
These exclusions do not apply where a return, cancellation, replacement, or refund is required by applicable law. We will assess each request according to the circumstances and your legal rights.
7. Order Cancellations
If you need to cancel an order, contact contact@london-outfit.com as soon as possible and include your order number.
If your order has not entered processing or shipped, we will attempt to cancel it and issue a full refund.
If your order has already shipped, you may still be able to cancel or return it under applicable law and this policy. We will provide instructions for the relevant process.
For eligible UK online purchases, statutory cancellation rights may apply even if an order has already been dispatched. Any applicable statutory deadlines and exceptions will be respected.
8. Exchanges
If you would prefer a different size or another eligible item, contact us at contact@london-outfit.com to request an exchange.
Exchanges depend on stock availability. Please include your order number, the item you wish to exchange, and the size or replacement item you would prefer.
If the requested size or item is unavailable, we will discuss the available options with you, which may include a refund.
If your item is faulty or incorrect, your statutory rights apply regardless of exchange availability.
9. Refund Process
Once your returned item has been received and inspected, we will email you to confirm the outcome of your return request.
Where a refund is approved, we will issue it to the original payment method within 5 business days, unless a different timeframe is required by applicable law.
Your bank or payment provider may need additional time to display the refund in your account.
Refunds for eligible statutory cancellations will be processed within the deadlines required by the applicable consumer-protection laws. Any permitted deductions, including deductions for diminished value where legally allowed, will be handled in accordance with those laws.
Original shipping charges will be refunded where required by applicable law or where we agree otherwise. This does not limit any refund entitlement relating to damaged, defective, incorrect, or cancelled orders.
10. Missing Refunds
If you have not received your refund:
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Check your bank account or payment account.
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Contact your card issuer or payment provider to ask whether the refund is pending.
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If more than 10 business days have passed since we confirmed your refund and it is still not visible, email contact@london-outfit.com so we can investigate.
Please include your order number and the date on which the refund was confirmed.
11. Contact Us
If you have questions about returns, refunds, exchanges, or cancellations, please contact us using the details below.
Store Name: London Outfit
Email: contact@london-outfit.com
Phone: +1 914 639 3499
Business Address: London Outfit, 3641 Clayton Rd, Concord, CA 94521, United States
We aim to respond to return requests and related enquiries promptly.
12. Changes to This Policy
London Outfit may update this policy from time to time to reflect changes in our business practices, services, or legal obligations. The version published on our website will apply, subject to any mandatory legal requirements and the rights applicable to orders already placed.
This policy does not exclude or restrict any consumer rights that cannot lawfully be excluded or restricted.