Return and refund policy

Quick Summary

• Return window: 30 days after receiving your item

• Refund processing time: within 10 business days after your return is approved

• Return shipping costs: paid by the customer

• Item condition: unworn, unwashed, unaltered, with tags attached, in original packaging

• Damaged or incorrect items: must be reported within 7 days of receipt

• Exchanges: available on request, shipping costs apply

• Refund method: original payment method

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unwashed, unaltered, with all tags attached, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, please contact us at info@williams-london-clothing.com. If your return is accepted, we'll send you a return form with detailed instructions, including the return address and how to ship your package. Items sent back to us without first requesting a return, or sent to any address other than our designated return address, will not be accepted or refunded.

1. Return Conditions

All items must meet the following conditions to be eligible for a return:

• Returned in original sale condition: unworn, unwashed, and unaltered, with all tags still attached

• Returned in the original packaging

• Shipped using the same service as the original delivery

• Sent to the return address provided in your return form

You are responsible for all return shipping costs. We do not offer free returns or prepaid return labels.

2. Return Package Guidelines

Please clearly mark your return package as a return (by ticking the return box on the postal service form) and include the total value of the returned items.

3. How to Return Your Order

To complete your return, please send an email to info@williams-london-clothing.com with the following:

• Your order number

• The reason for return

• Photos of the item(s) as received: unworn, unwashed, with tags attached, and in original packaging

You'll receive a return form with detailed instructions. Once completed, you'll need to share the tracking link (including track & trace number and courier details) and a clear photo of the return label with our customer service team.

Once your return has been received and inspected, we'll send you an email to confirm receipt and notify you whether your refund has been approved or rejected.

4. Non-Returnable Items

Certain items cannot be returned, including:

• Custom or personalized products

• Hygiene products such as underwear and lingerie (for safety and health reasons)

• Sale items and gift cards

• Perishable goods, hazardous materials, flammable liquids, or gases

Please contact us if you have any questions about your specific item.

5. Damages and Incorrect Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect.

To file a claim, contact info@williams-london-clothing.com within 7 days of receipt and provide:

• Your order number

• Photos or videos of the damaged or incorrect item

• A description of the issue

Once we've reviewed the information, we'll arrange a reshipment of the affected item(s) at no additional cost. Please note that for damaged, defective, or incorrect items, we offer a replacement only and are unable to issue a full refund.

6. Missing Items

If your order arrives with items missing, we'll resend the missing item(s) free of charge. Please note that we can only offer a reshipment and are unable to issue a full refund.

7. Exchanges

If you'd like to exchange your item, please contact us at info@williams-london-clothing.com and we'll handle your request. Shipping costs for the exchange are the customer's responsibility.

8. Refunds (If Approved)

Once your return has been received, inspected, and approved, your refund will be processed and credited to your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved and you still haven't received your refund, please contact us at info@williams-london-clothing.com.

9. Refunds (If Rejected)

If your return is rejected, we'll send the item back to your delivery address at no additional cost.

Returns will be rejected and no refund will be issued in the following situations:

• Incomplete or damaged products: the product is missing parts, components, or the original packaging is damaged or not included

• Damage due to careless use: damage caused by improper handling, misuse, or normal wear and tear

• Unclean hygiene products: items such as underwear and lingerie cannot be returned for safety and health reasons

• 30-day return window expired: returns must be initiated and sent back within 30 days of delivery

• Wrong return address: returns that do not arrive at our designated return address cannot be refunded

10. Late or Missing Refunds

If you haven't received your refund yet, please:

1. Check your bank account again

2. Contact your credit card company, as it may take some time for the refund to officially post

3. Contact your bank, as they may have a processing time before the refund appears

If you've done all of this and still haven't received your refund, please contact us at info@williams-london-clothing.com.

11. Refused Delivery

If you refuse to accept delivery of your parcel, no refund will be issued. You must first accept the delivery and then submit a return request to be eligible for a refund.

If you continue to refuse delivery and the parcel is returned to the sender or destroyed by the courier, a fee of £15 per parcel will be charged to cover administrative and shipping costs. For orders containing multiple parcels, the fee will be calculated based on the number of parcels and their respective shipping weights.

12. Undeliverable Parcel / Pickup

If multiple delivery attempts by the courier fail, the parcel will be returned to the local post office, where it will be available for pickup. It is your responsibility to collect the order by the specified due date.

Additional costs may apply to cover administrative and shipping fees in the following cases:

• Invalid address provided: the delivery address entered at checkout is incorrect or invalid and the package cannot be delivered

• Uncollected packages: the package is sent to a pickup point and not collected within the courier's specified deadline

A fee of £15 per parcel will be deducted from the total order value to cover these costs. For orders with multiple parcels, the fee will be calculated based on the number of parcels and their respective shipping weights.

13. Incorrect Address Provided

If you provide an incorrect address during checkout and your order is delivered to that incorrect address, you will be responsible for any costs or losses associated with the misdelivery.

Once a package has been dispatched to the address you provided, we are not liable for delivery issues caused by incorrect information.

If your package is returned to us due to an incorrect address, you'll have the option to have the order reshipped to the correct address at your own expense. No refunds will be issued for orders delivered to an incorrect address provided by you.

14. Return Policy Update

We may update our return policy from time to time to meet Google Shopping Ads requirements or to improve our service. The latest version will always be available on this page.

(Last updated: May 11, 2026)