Refund policy
RETURNS & REFUNDS POLICY
We want customers shopping with Heirloom London to understand exactly how returns, refunds, damaged products and cancellations are handled. The information below explains the conditions that apply when you place an order with us.
By completing a purchase through our website, you acknowledge and accept this policy.
Returning an Order
You have 30 days from the date your order is delivered to request a return for an eligible product.
Before sending anything back, you must contact our customer service team and receive written return approval together with the relevant return instructions.
Return Requirements
For a standard return to be accepted, the product must:
- Remain unused, unworn and free from damage
- Be returned in its original condition
- Include all original packaging and labels
- Be requested within 30 days of delivery
- Have received prior approval from our customer service team
You may try clothing on for sizing and fit in the same reasonable manner as you would when shopping in a physical store.
Products showing evidence of wear, washing or damage may be subject to a deduction corresponding to any loss in value.
Problems With Your Order
Please contact us promptly if you receive a product that is damaged, defective or different from what you ordered.
Email info@heirloom-london.com with the following information:
- Your order number
- Clear photos showing the product and its original packaging
- A short explanation of the problem
Do not send the product back unless our customer service team specifically instructs you to do so.
Damaged or Defective Products
Once we have reviewed your claim and confirmed that the item is damaged or defective, you will not be asked to return the product.
You will instead be offered either:
- A replacement free of charge; or
- A full refund to the payment method originally used for the purchase
The appropriate solution will be determined after the submitted information and supporting evidence have been reviewed.
Wrong Product Received
If the product delivered to you is not the product you ordered, we will provide the correct replacement without any additional charge.
Please report damaged, defective or incorrect products as soon as possible so that the matter can be reviewed and resolved promptly.
Products That Cannot Be Returned
We are unable to accept returns for:
- Products where a hygiene seal has been removed or broken
- Personalised or made-to-order products
- Products damaged as a result of improper use
For hygiene reasons, underwear, shapewear and bras cannot be returned once their hygiene seal has been removed.
Returning Your Product to Us
Every approved return must be shipped to the Warehouse Address supplied by our customer service team.
Do not send a product back before:
- Contacting customer service
- Receiving return authorisation
- Receiving the correct Warehouse Address and return instructions
Products sent without approval, or returned to an address other than the one supplied to you, may not be accepted or processed.
Who Pays for Return Shipping?
The customer is responsible for return postage for ordinary returns, including returns relating to:
- A change of mind
- Personal preference
- Fit
- Selecting the wrong size
This rule does not apply when a product has been confirmed as damaged, defective, incorrect or not as described. Those situations are handled separately according to the process described above.
All customer-funded returns must be shipped using a tracked delivery service.
Keep both your tracking information and proof of shipment until your return has been fully completed.
Heirloom London cannot accept responsibility for returned packages that are lost after being sent with an untracked shipping method, except where applicable law requires otherwise.
Products reported as damaged, defective or incorrect should not be returned unless our team instructs you to send them back.
15% Restocking Charge
Approved standard returns are subject to a 15% restocking fee.
This charge contributes towards the inspection, administration, processing and inventory handling associated with returned products.
The same 15% fee also applies to packages that are:
- Returned unopened
- Refused upon delivery
- Not collected or claimed and subsequently returned to us automatically
When the Restocking Fee Does Not Apply
No 15% restocking fee is charged when a product has been confirmed as damaged or defective through the process outlined in this policy.
The fee also does not apply where an incorrect item is resolved by providing the customer with the free replacement described above.
Claims are assessed individually.
Requesting a Return
To begin the return process, contact us at info@heirloom-london.com.
Your message should contain:
- Your order number
- The product or products you wish to return
- Your reason for requesting the return
- Your full name
- Your shipping address
- Clear photographs if the request concerns a damaged, defective or incorrect product
Our customer service team will respond with the next steps within 24 business hours, Monday through Friday.
Sending us a request does not automatically mean the return has been approved.
A return becomes authorised only after you receive written approval together with the relevant return instructions from our customer service team.
Products returned without this prior authorisation may not be accepted or processed.
Cancelling an Order
Orders can be cancelled within 15 minutes after the purchase is placed.
After order processing has started, we cannot guarantee that a cancellation request can still be completed. Whether cancellation remains possible depends on the current processing status of the order.
Once an order has been delivered, you may request a return under the conditions explained in this policy.
Refund Processing
After an authorised return reaches us, the returned product will be inspected.
Once this inspection has been completed:
- We will inform you of the outcome
- If approved, the refund will be returned to your original payment method
- Your bank or payment provider may require 5–10 business days to finalise the refund
Where applicable, the 15% restocking fee will be subtracted from the amount refunded.
For standard returns, the original shipping costs are not refundable.
These deductions do not apply where a full refund has been approved because the product was confirmed as damaged or defective.
The exact time at which the refunded funds become visible in your account depends on your bank, card issuer or other payment provider.
Store Credit
We may, in certain situations and at our discretion, offer store credit.
Store credit:
- Is non-refundable
- May only be issued once for each order
- Cannot be converted into cash
- Cannot be transferred to another individual
An exception applies where applicable law requires otherwise.
Undeliverable Orders and Address Errors
Customers are responsible for entering complete and accurate delivery information during checkout.
If an order is returned because an incomplete or incorrect address was supplied, we may either:
- Arrange one new delivery after the parcel has returned to our warehouse and the correct address has been confirmed; or
- Provide store credit as a goodwill solution, depending on the condition in which the products are returned
Before a package is shipped again, additional delivery charges may apply.
If products are returned in a condition that differs from their original condition, an appropriate deduction may be made to account for the reduction in value.
Orders that are refused, remain unclaimed or are automatically returned may also incur the 15% restocking fee explained above.
Changes to This Policy
Heirloom London may amend or update this Returns & Refunds Policy at any time.
A revised version becomes effective as soon as it is published on our website.
Any return request already approved under an earlier version of the policy will not be retrospectively affected by a later change.
Contact & Business Details
For questions about returns, refunds or your order, please contact our customer service team.
Email: info@heirloom-london.com
Phone:
Customer Service Availability
Monday–Friday: 9:00am–5:00pm (GMT/BST)
Saturday–Sunday: Closed
Business Information
Store: Heirloom London
Warehouse Address:
Company: VEVA ECOMMERCE
Company Number: 99916959
Company Address: Wethouder Kortingstraat 6, 5854PN Bergen L, The Netherlands