14-DAY RETURNS POLICY (ARDORE LONDON LTD)
Please ensure you read and understand the below returns policy prior to making a purchase with us.
At Ardore London, we strive to provide you with exceptional customer service and high-quality products. We want you to be happy with your purchase. If however for any reason you are not satisfied with your purchase, you may initiate a return within 14 days of receiving the item; subject to the following return terms and conditions/policy:
1. Eligibility for Returns
1.1. To be eligible for an accepted return, the item must be in its original condition, unwashed, unworn, with all original tags, labels and packaging intact. The item must show no signs of wear and must be make-up, fragrance and stain free.
1.2. Items purchased in a sample sale or general sale are not eligible for a return, exchange or credit note. This does not include items purchased with a discount code.
2. Initiation of your Return
2.1. To initiate a return, please follow these steps:
- Send us an email to: contact@ardorelondon.com
- Include your order number, the item you would like to return and your reasoning
- Return the item via Royal Mail services only
Under the Consumer Contracts Regulations 2013, you must notify us within 14 days of receiving your order if you wish to initiate a return. Returns must also be sent back to us within the original 14 days of receipt to be eligible for a full refund.
If a return is received after the initial 14-day return period but within 28 days of receipt, it will only be eligible for store credit, provided the original 14-day notification requirement was met.
2.2 Returns – Non-Collection of Orders: If an order is not accepted or collected by the customer and is returned to Ardore London, the customer is responsible for all costs related to the return, including outbound and return shipping charges and any courier or customs fees. Please note that our 14-day return period begins from the date the first delivery attempt is made—not the date the parcel is physically received. This timeframe applies even if the parcel is held at a collection point and not immediately collected. Refunds, if applicable, will be processed once the returned item has been received and reviewed, with any applicable return costs deducted.
3. Return Shipping
3.1. You are responsible for the cost of return shipping. Please use a reliable shipping method with tracking and insurance to ensure the safe return of the item. We cannot accept returns that are lost, stolen or damaged in transit, this responsibility falls on the consumer.
3.2. UK returns must be sent via Royal Mail.
3.3. International returns must be sent via your own international postage system.
3.4. Returns will be returned to sender should they be sent via methods not listed above.
3.5. The initial shipping fee is non-refundable.
4. Inspection and Approval prior to process of Refund
4.1. Upon receipt of your returned item, it will be inspected to ensure it meets the return eligibility criteria as per the previous outlined conditions in section 1. We will subsequently notify you via email of the approval or rejection of your return.
4.2. If the return meets the conditions and is approved, we will process your refund. Our typical time scale for this is within 14 days of receipt, however please note during busy periods this may be extended.
5. Refund Process
5.1. Refunds will be issued in the same form of payment used for the original purchase.
5.2. Please allow up to 14 business days from the date we receive your return for the refund to be processed and for the credit to appear on your statement. You are welcome to contact us should this run over this time period. The time taken for the credit to appear may vary depending on your financial institution.
6. Exclusions
6.1. Ardore London Ltd does not accept international exchanges. Returns are accepted for eligible items as outlined in this policy.
7. Exchanges
7.1 Exchanges are not offered as default, however this may be available within 14 days from the date of receipt for full-priced items only. The goods must meet the requirements in section 1. The cost of the return continues to fall on the customer (as per section 3). We do, however, pay for the cost of the postage back to you for UK orders (this does not apply to international customers). Please note that should we approve an exchange, the sale is final and non-refundable at this point.
7.2 Should you wish to change sizing or cancel an order before shipping, please contact contact@ardorelondon.com. We cannot guarantee your request will be seen ahead of shipping so please beware you are ordering the correct item at the first point of ordering.
8. Pre-Order Items
8.1 When purchasing a pre-order item, you acknowledge that the estimated dispatch date is subject to change. If a pre-order item is not fulfilled within 14 days of the expected dispatch date, customers will have the option to cancel their order for a full refund or continue waiting for fulfillment with regular updates provided. We strive to meet all estimated timelines, but unforeseen delays may occur. Your patience and support are greatly appreciated.
9. Contact Information
9.1. If you have any questions or need assistance with your return, please contact us at contact@ardorelondon.com
10. Changes to the Returns Policy
10.1. Ardore London reserves the right to modify this returns policy at any time. Any changes will be effective immediately upon posting on our website.
10.2. By making a purchase from Ardore London, you acknowledge that you have read and agreed to this 14-day returns policy.