Return Policy

This policy applies to all purchases made on the Richmond London website.

At Richmond London, we aim to provide a hassle-free and transparent return experience. We value our customers, and your satisfaction is our top priority. Please review our policies below.

For more details on our return and refund policies, please refer to our Terms and Conditions.

Return deadline

You can return most of our items within 30 days of receipt. For a valid return, the following conditions must be met:

- Condition of Products: Items must be unused and remain in their original packaging.

- Tags and Accessories: All original items (tags, accessories) must be included.

- Non-Returnable Items: Gift vouchers are non-returnable.

- Late Returns: Items returned after the 30-day period may be rejected or only partially refunded.

Return instructions

  1. Return Notification: To initiate a return, please contact our customer service at info@richmondlondon.co.uk and provide your order number and the reason for the return.
  2. Return Approval: After reviewing your request, we will provide you with detailed instructions and, if necessary, a pre-paid return label. Please note that returns sent without prior authorization will not be processed.
  3. Return Authorization: Returns sent without prior contact and approval will not be processed.

Return and refund conditions

- Change of Mind: You may return an unused, undamaged product in its original packaging within 30 days.

- Defective Items: Contact us immediately for instructions. We will cover the return shipping costs and arrange for a replacement or refund.

- Damaged Items: Please send us photos of the damage within 48 hours of receiving the item. We will assess the situation and cover the costs if necessary.

- Incorrect Product Received: Contact us to arrange a return and receive the correct product.

- Product Not Received: Contact us to initiate an investigation. If the product cannot be found, we will offer a full refund or replacement.

- Partial Refunds or Rejections: In some situations, only partial refunds may be granted:

  • Items not in their original condition, damaged, or missing parts for reasons not due to our error.

  • Items returned more than 30 days after delivery.

Refund Processing Time

Once we have received and inspected your returned item, we will process your refund within 7 days. You will be notified by email once the refund has been processed. If you haven’t received your refund after this time, please:

  1. Check your bank account again.

  2. Contact your credit card company, as processing times may vary.

  3. Reach out to your bank.
    If you still have issues, please contact us at info@richmondlondon.co.uk.

Packaging and Shipping

- Carefully pack the item in its original packaging with all tags still attached.

-Include the return approval form and any required documentation.

-Download and print the return label provided in our email.

Return shipping costs

Return shipping costs are the responsibility of the customer unless the item is defective or not as described. In such cases, Richmond London will cover the return shipping costs. We highly recommend using a trackable shipping service to ensure safe return of your items.

Policy for damaged or defective items

Contact our customer service within 48 hours of receiving a damaged or defective item with the relevant photos. We will inspect the item and, if approved, provide a replacement or refund.

Policy for undamaged items

For an undamaged return, please ensure the item is unused, in its original packaging, and return it within 30 days.

Exchange process

Our goal is to process your exchange quickly and efficiently. If your exchange request is approved, you will be notified by email, and any necessary adjustments or refunds will be processed via your original payment method. For faster processing, we recommend returning the original item and placing a new order for the desired product.

Cancellations

If you change your mind before receiving your order, we can accept cancellations within 1 hour of placing the order. After this time, cancellations may not be possible if the order has been processed or dispatched. 

Still have questions? Please get in touch with us:

Website Name: Richmond London

Address: IFZA Business Park, Premises No: 32006-001, Dubai Digital Park (DDP), Dubai, 00000, United Arab Emirates

Phone Number: +31623420069

Email: info@richmondlondon.co.uk

Contact Form: Click here

Customer Service: Monday to Friday: 8:00 AM - 6:00 PM GMT