Returns Policy
All Customers
Customers can return items and get a refund or store credit. Please note that if store credit is requested, it must be used within 2 years of receipt.
Returns must be registered within 14 days via our returns portal.. Where a returns label is not provided, you will be responsible for arranging the return shipment.
All items must be returned within 14 days of notifying Club L London of the cancellation.
We do not offer exchanges.
Customers will not be offered a refund or store credit if you attempt to return outside of our returns window.
We reserve the right not to issue a refund or store credit to you if you return items to us outside the terms of our returns policy.
We do not offer an extended ‘Holiday’ policy.
Our returns policy does not affect your statutory rights.
By placing an order, you confirm that you have read, understood, and agreed to our Returns Policy and Terms & Conditions, including all timeframes, conditions, and refund eligibility requirements.
Items returned separately from the same order will incur multiple return fees, as each return is processed individually through the returns portal.
Our Returns Window
We want you to love every piece you receive. If something isn't quite right, here's what you need to know:
Register your return within 14 days of receiving your order via the returns portal for your country.
Items must be physically returned to us within 28 days of the date you received your order.
We do not offer exchanges, if you'd like a different size or style, simply return your item and place a new order.
Returns initiated outside of the 28-day window are not eligible for a refund.
Fees
UK Customers
Return fees for customers are outlined at the point of registration on our returns portal.
We offer a subsidised return label for customers returning from the following countries:
UK, Ireland, France, Germany, Australia, Netherlands, Poland, Spain, UAE, Saudi Arabia and Sweden
The subsidised return fee will be deducted from your total refund amount.
If you are returning from a country not listed above, the return postage cost is your responsibility. We recommend using a tracked and insured service and retaining proof of postage. Club L London cannot be held responsible for parcels lost in transit. You will be able to register your return through our returns portal, and all information will be supplied.
Conditions of Returned Items
Items returned showing signs of wear, including but not limited to odour, stains, makeup, fake tan, hair, perfume, deodorant, creasing beyond try on, damage, or missing components and tags, may be refused or subject to a partial refund at our discretion to reflect their diminished value.
All returns are subject to inspection upon receipt. Refunds will only be issued once the item has been verified as meeting our return conditions
Lingerie: Lingerie must be returned in perfect, unworn condition with the security label fully intact. Once the security label has been broken, we are unable to accept the item back for hygiene reasons.
Footwear: All footwear must be returned in its original box, free from dirt and sole wear. Please ensure shoes are tried on indoors only prior to returning.
Pierced Jewellery: For health and hygiene reasons, we are unable to accept returns on pierced jewellery. This applies to all earrings and any other pierced pieces.
Final Sale
If an item is marked as ‘Final Sale’, this will be clearly indicated at the point of purchase and confirmation email. Final Sale items are non-returnable and non-refundable under any circumstances except where the item is faulty
If a product that is in the Final Sale is faulty, or incorrect please contact customer services within a reasonable timeframe.
Faulty / Incorrect
We're sorry if something has arrived not quite as expected. If you've received a faulty or incorrect item, please contact our team as soon as possible. You can email us at care@clubllondon.com or reach us via live chat on our website.
Please note the following:
All returned items are inspected by our quality control team, who reserve the right to decline a return if the item is deemed to be in unacceptable condition.
Customers must notify us of any faulty or incorrect items within 14 days of delivery to be eligible for resolution. This must be within the timeframe otherwise, the order is deemed accepted upon receipt.
When reporting a faulty or incorrect item please include: Your name, order number, photos of faulty or incorrect item
In the rare occasion that an item arrives faulty, please allow us time to rectify this. Any alterations or returns will not be remunerated without prior authorisation.
We are not responsible for any items that are returned to us by mistake. If we can locate them (which is not always possible) and you’d like them returned to you, there will be a delivery fee which must be paid within 7 days of the invoice being sent. Any delays in the payment being made, the items will be perished.
International Customers
Returns take up to 21 days to be processed and 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.
Processing time / Refunds
Processing Time
UK returns are typically processed within 10 working days of receipt back to our returns facility.
International returns can take up to 21 days to arrive and up to 28 days to be fully processed.
Customers using their own postal methods, are responsible for the return until it is received and scanned into our warehouse. We recommend using our returns label (where provided).
Please keep your proof of postage and delivery. Returns that cannot be tracked or verified may not be eligible for a refund
Refunds
Refund to store credit – Free Returns for UK Customers: Store credit will be applied to your Club L London account will expire after 2 years. You cannot request a refund to your original payment method once selected. Terms and conditions apply.
Refund to original payment method – Return cost applicable: When you return an item, you can elect to have a refund or store credit. Refunds will be processed back to the original payment method.
Store credit will be applied to your Club L London account, but please note it has a limited time period and must be used within 2 years otherwise you will lose the amount of credit.
You must have a Club L London account to use the store credit and when you are ready to make a purchase, please ensure you are logged into your account.
At checkout you will be presented with the option to pay for your items with any store credit, or alternative payment methods.
You cannot later request a refund back to the original payment method if you elect to take store credit.
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 method. This cannot be changed.
If you paid via credit or debit card this can take up to 5-10 working days (excluding weekends and Bank Holidays) for the funds to appear on your back statement. If you elect for store credit, as soon as the return has been processed by our team, you will see the credit immediately.
If you use a ‘Buy Now Pay Later’ service provider, the refund will appear within 24-48 hours.
If you used PayPal as a payment method, the refund will appear within 24-48 hours.
Fair Use Policy
We believe in offering our community the flexibility to shop with confidence. However, to protect the integrity of our returns process, we reserve the right to flag, restrict or close accounts where we identify patterns of misuse.
Fraudulent activity includes, but is 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
Where a chargeback is raised, we reserve the right to contest the claim with supporting evidence including proof of delivery, tracking information, communication history, and confirmation of agreement to our Terms & Conditions.
Customers are encouraged to contact our customer service team to resolve any issues prior to initiating a chargeback.
We appreciate your understanding. These measures help us continue offering a flexible returns experience for all our customers.
