Refund policy

Our 30-day return policy gives you 30 days after receiving your item to request a return.

For our additional 30-day return offer, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at support@hartleyroselondon.com. Once your return is accepted, we will send you instructions on how and where to send your package.

Please contact us before sending an item back so we can provide the correct return address. This process does not limit your statutory rights.

You can always contact us for any return question at support@hartleyroselondon.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Change-of-mind cancellation rights may not apply to personalised or custom-made goods, perishable goods, or sealed goods which are unsuitable for return for health or hygiene reasons once unsealed. Please contact us if you are unsure about an item. These exceptions do not remove your rights where goods are faulty, damaged or not as described.

Sale items carry the same statutory rights as full-price items. Gift cards are excluded from our additional 30-day return offer, without affecting any statutory rights.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

UK online cancellation rights
For most online purchases, you can tell us you wish to cancel within 14 days after receiving your goods, without giving a reason. You then have a further 14 days to return them. You may inspect and try on goods as you would in a shop. We may reduce a refund for loss in value caused by handling beyond what is necessary to inspect the goods. These rights apply to sale items too, subject to the lawful exceptions above.

Your statutory rights
Our 30-day return offer is additional to your statutory rights and does not limit them. If goods are faulty, damaged or not as described, contact us for an appropriate remedy. We cover return shipping costs for verified faulty, damaged or incorrect items.

Refunds
We will confirm when we receive your return. Refunds are made to the original payment method. For a valid statutory cancellation, we refund within 14 days of receiving the returned goods and include any standard outbound delivery charge paid. If you selected a more expensive delivery service, only the standard delivery amount is refundable. Your bank may take additional time to display the refund.
For questions, email support@hartleyroselondon.com.