Refund-policy
Return Policy – Hatherley London
How to Request a Return or Exchange
To initiate a return or exchange, please contact us at:
and include the following details:
• Your order number
• Full name and email address or phone number
• Whether you are requesting a refund or an exchange
• The reason for your request
• Clear photos showing any defects (if applicable)
Our customer service team will review your request and provide further instructions if approved.
General Return Conditions
A return request may only be submitted after the item has been delivered.
Requests must be made within fourteen (14) days of receiving the item.
Items must:
• Be unused, unwashed and in original condition
• Be returned with all original packaging, tags and labels attached
• Show no signs of wear beyond a brief fitting
Any item that has been worn, washed, altered or damaged will not be accepted.
Brief try-ons to assess fit are permitted. However, extended wear, outdoor use or daily use will result in refusal.
The purchase of multiple sizes, colours or variations with the intention of returning part of the order is not permitted and may lead to rejection of the return.
Important Conditions & Limitations
Returns or exchanges will not be accepted if:
• The wrong size was ordered despite a size guide being provided
• The item was damaged after delivery by the customer
• The carrier confirms delivery but the customer reports non-receipt
• A defect is not reported within 24 hours of delivery with photo evidence
• The customer fails to respond within 72 hours to follow-up communication
• The request is based on subjective preferences (e.g. colour, texture, fit, or material feel)
Product Expectations
We strive to present all products as accurately as possible.
However:
• Slight colour variations may occur due to lighting or screen settings
• Fit and appearance may vary depending on body type and personal preference
These factors are considered normal and do not constitute defects.
Return Shipping Costs
All return shipping costs are the responsibility of the customer, regardless of the reason for return.
This includes:
• Standard returns
• Exchanges
• Defective or incorrect items
We do not provide prepaid return labels.
Return shipping costs vary depending on location and courier. International returns to our warehouse may typically start from £20–£25 or more
Return Procedure
Once your return request has been approved:
• You will receive return instructions and the warehouse address
• Items must be returned to our designated international logistics centre (may be located outside the UK)
• Returns must be shipped using a tracked service
Proof of shipment must be retained until the return is fully processed.
Returns sent without approval, tracking, or to the wrong address may not be processed.
Inspection and Acceptance
All returned items are inspected upon arrival.
Hatherley London reserves the right to refuse returns that do not meet the stated conditions.
Non-compliant returns may:
• Be returned to the customer at their expense
• Be disposed of at the seller’s discretion
1. Exchange Policy
If your request is approved:
• Exchanges must be requested within 14 days of delivery
• Items must meet all return conditions
• After inspection, a replacement item will be shipped
Exchanges are only accepted in cases where the request complies with this policy.
2. Refund Policy
If your refund request is approved:
• The item must be returned (mandatory for all refunds)
• A valid tracking number must be provided
• Refunds will not be processed without proof of return shipment
Refund Timeline
• 3–4 weeks: Estimated return transit time
• Up to 14 days: Inspection and processing
Refunds are issued to the original payment method.
Original shipping costs are non-refundable under all circumstances.
3. Defective Items
If you receive a defective or damaged item:
• You must contact us within 24 hours of delivery
• Clear photo evidence must be provided
Once verified, we may offer:
• A replacement, or
• A refund
Important: Return shipping costs remain the responsibility of the customer.
Responsibility and Delivery Issues
Hatherley London is not responsible for:
• Parcels marked as delivered by the carrier
• Incorrect or incomplete delivery information provided by the customer
• Lost or delayed return shipments
Address corrections must be submitted within 24 hours of ordering.
Contact
For all return-related enquiries: