1st January 2025

At www.robertalondon.com, we strive to ensure our customers are satisfied with their purchases. However, due to the nature of our products, we do not offer refunds except where required by law. Instead, we provide store credit for eligible returns. Please read our policy below carefully.

1. Faulty or Damaged Items: If an item arrives damaged, faulty, or not as described, you are entitled to a full refund, replacement, or repair as per UK law. However, we encourage customers to carefully review all product photos and descriptions on our website prior to purchase. We make every effort to provide accurate details and highlight any imperfections, including minor damage, in our product listings. If you believe an item is faulty or damaged upon receipt, we require photographic evidence and a detailed explanation of the issue before a return is approved. Once the item is returned, it will be inspected by our quality control team. If the item is found to have been deliberately damaged, no refund or store credit will be issued, and the customer may be held responsible for any associated costs.

2. Change of Mind: If you wish to return an item because you no longer want it or it did not meet your expectations, we offer store credit only. Items must be returned in their original condition, unused, and with all tags and packaging intact. Returns must be initiated within 14 days of receiving the item. Please note that the cost of return shipping will be the customer’s responsibility in these cases.

3. Non-Returnable Items: Certain items are not eligible for return, including but not limited to customised or personalised products, sale items, and gift cards.

4. Delivery Insurance: All orders shipped by www.robertalondon.com are insured. If an item is lost or damaged during delivery, we will ensure a replacement is provided or an appropriate resolution is reached. Please contact us immediately if there is an issue with the delivery.

5. Return Process: To request a return, please email us at contact@robertalondon.com with your order number and details of the item you wish to return. Once your return is approved, we will provide instructions for returning the item. Items must be returned via a tracked shipping method to ensure their safe arrival. Please ensure items are packaged securely for return to avoid further damage during transit. If an item arrives further damaged due to insufficient packaging during the return process, no refund or store credit will be issued.

6. Store Credit: Approved returns will be issued as store credit, which can be used for future purchases on www.robertalondon.com. Store credit will be processed within 7 business days of receiving the returned item.

7. Legal Rights: This policy does not affect your statutory rights under UK law, including your right to a refund for faulty, damaged, or misdescribed items.

For any questions about this policy or to initiate a return, please contact us at contact@robertalondon.com.