At Henry & Alice London, we aim to ensure you are fully satisfied with your purchase. However, we understand that returns may sometimes be necessary. This policy outlines our return conditions, process, and timelines.
By placing an order on our website, you agree to the terms set out below.
1. Return Eligibility & Conditions
To qualify for a return, the following conditions must be met:
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Returns can only be requested after you have received your item.
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A return request must be submitted within 14 days of delivery.
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All return shipping costs are the customer’s responsibility, including international shipping fees.
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Items must be returned unused, unwashed, undamaged, and in their original condition, with all tags/labels attached and original packaging where reasonably possible.
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You may try items on to check fit, but they must not be worn beyond this.
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Items showing signs of wear, odours (such as smoke or perfume), stains, washing, or damage may be refused or partially refunded, where legally permitted.
Important: Ordering multiple sizes or variations with the intention of returning most of them (“bracketing”) is not permitted. We reserve the right to refuse returns where repeated or suspicious return behaviour is identified.
2. How to Request a Return
To start a return, please email within 14 days of receiving your order.
Include the following information:
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Your order number
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The item(s) you wish to return
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The reason for the return (this helps us improve)
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A clear photo if the item is damaged or incorrect
Once approved, we will provide you with the appropriate return address.
3. Return Address & International Returns
As we work with international fulfilment partners, returns are usually sent directly to our supplier or warehouse, which may be located outside the UK (often in China).
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The correct return address will be provided after approval.
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You are responsible for all return-related costs, including:
We strongly recommend using a tracked shipping service. You are responsible for ensuring the return parcel arrives safely.
4. Refunds
Once your return has been received and inspected:
Please note:
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Original shipping fees are non-refundable, unless required by law.
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If the item does not meet return conditions, we may refuse the refund or issue a partial refund in accordance with legal requirements.
5. Responsibility & Delivery Issues
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We are not responsible for lost return parcels sent without tracking.
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We are not responsible for parcels marked as delivered by the carrier to the address provided by the customer.
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Incorrect shipping details entered at checkout are the customer’s responsibility.
Address changes: Any address errors must be reported within 24 hours of placing your order. After this period, changes cannot be guaranteed due to fast order processing.
6. Contact Us
If you have any questions regarding returns, please contact us:
Email: support@henryalicelondon.com
