Refund policy
We want you to love what you order. If something isn't right, you have 30 days from the day you receive your order to request a return. This policy explains how returns, exchanges and refunds work in every situation.
Return conditions
To be accepted for return, items must be:
- Unused, unworn and unwashed, in the same condition you received them
- Returned with all original tags attached and in the original packaging
- Accompanied by your order number or proof of purchase
We can't accept returns of items that have been worn, used, washed or damaged after delivery, items without their original tags or packaging, or items marked as final sale on the product page. If you're unsure whether an item can be returned, contact us before sending it.
How to start a return
- Email support@victoriacarlton-london.com within 30 days of delivery with your order number, the items you want to return and the reason.
- Our customer support team will reply within 24 hours on business days. Once your return is approved, we'll send you a Return Authorisation Number and step-by-step return instructions, including the address to send your parcel to.
- Pack the items securely, include your Return Authorisation Number and send your parcel using the instructions provided. We recommend a tracked service and keeping your proof of postage.
Please don't send items back without contacting us first. Returns sent without a Return Authorisation Number may be delayed or can't be processed. Requests sent at the weekend or on a bank holiday are handled on the next business day.
What happens in each situation
| Situation | Time limit | What we do | Return postage |
|---|---|---|---|
| Changed your mind | Request within 30 days of delivery | Full refund of the item price | Paid by you |
| Wrong size or colour | Request within 30 days of delivery | Return the item for a refund and place a new order for the size or colour you need (the quickest way to get it) | Paid by you |
| Faulty or damaged item | Tell us within 7 days of delivery, with photos | Exchange for the same item, or a full refund including delivery | Paid by us |
| Wrong item sent | Tell us within 7 days of delivery, with photos | We send the correct item, or give a full refund including delivery | Paid by us |
| Order never arrived | Contact us within 30 days of dispatch | Replacement or full refund including delivery once Royal Mail confirms the loss (see our Delivery Policy) | Not applicable |
| Cancellation after ordering | Within 24 hours of ordering, before dispatch | Order cancelled and fully refunded | Not applicable |
| Cancellation after dispatch | Within 30 days of delivery | Follow the return process above for a refund | Paid by you |
For faulty, damaged or incorrect items, please send photos of the item, the packaging and the shipping label so we can resolve it quickly. Where return postage is paid by us, we'll either send you a prepaid return label or refund your postage cost.
If you return your whole order within 14 days of delivery, we'll also refund the standard delivery charge you paid.
Exchanges
We exchange items that arrive faulty, damaged or incorrect for the same item (subject to availability). For a different size or colour, please return the original item for a refund and place a new order.
Refunds
- We inspect returned items within 3 business days of receiving them and email you to confirm whether your refund has been approved.
- Approved refunds are issued to your original payment method within 7 business days.
- Card payments, Apple Pay and Google Pay are refunded to the card you used. PayPal payments are refunded to your PayPal account. Klarna payments are refunded to Klarna, which will update your payment plan or balance.
- Your bank or payment provider may take a further 3 to 5 business days to show the refund.
Late or missing refund? First check your bank account, then contact your card issuer, PayPal or Klarna, as it can take some time before a refund is posted. If you still haven't received it, email us and we'll look into it.
Sale items
Sale items can be returned under the same terms as full-price items, unless they're marked as final sale on the product page.
Your legal rights
This policy doesn't affect your statutory rights. Under the Consumer Contracts Regulations 2013 you can cancel an online order within 14 days of delivery, and under the Consumer Rights Act 2015 you're entitled to a remedy for goods that are faulty, not as described or not fit for purpose.
Contact us
Email: support@victoriacarlton-london.com
Phone: 020 7946 0321
Hours: Monday to Friday, 9:00am to 5:00pm (UK time), excluding bank holidays. We reply within 24 hours on business days.
Victoria Carlton is a trading name of AE DSV Ltd, registered in England and Wales, company number 17050720. Registered office: 191-199 Prospect House, London Road, London, TW7 5XD, United Kingdom. Please don't send returns to our registered office: always contact customer support first for return instructions.