Refund policy
Are you unhappy with your purchase and want to return or exchange it? Don't worry, we are here to help! You have the option to return or exchange your purchase up to 30 days after receiving the delivery. This process is simple and straightforward and involves the following steps:
Step 1: Contact us by emailing nancylondon.shop@gmail.com and let us know if you would like a return or exchange. We will immediately send you our return form.
Step 2: Fill out the enclosed return form that is in your package. Please make it clear which items you wish to return and whether you would prefer a refund or exchange. Ensure that the returned items are in unworn, unwashed condition, with tags attached and in a condition to be resold.
Step 3: Select a carrier of your choice and return your package to us within 30 days of receipt.
Step 4: Once we receive your return in our warehouse, we will process it within 10 business days. You will be kept informed of the status of your return by email from our returns department.
Step 5: If a customer refuses to accept the package upon delivery, an additional fee of £15 will be charged.
FAQ:
Return Policy: Our returns policy grants you the right to return your order within 30 days of receipt without giving any reason. Please ensure that items are unworn, unwashed and with labels attached in a condition suitable for resale. Please note that we do not accept returns on items purchased during a promotion or sale. Items purchased during a sale can only be exchanged for another product or a voucher.
Return shipping costs: The cost of return shipping is borne by the customer and varies depending on the courier service and the country from which the package is being returned.
Duration of product exchange: If you indicate that you would like to exchange a product, we will deal with it as quickly as possible to ensure that the exchange is made within a few days.
Unavailable exchange products: If the exchange product you wish to exchange is not available, please contact our customer service team who will provide you with information on the estimated delivery time. If your product becomes sold out in the meantime and you have already created a return, we will contact you to find a solution together.
Finding the order number: You will find the order number in the confirmation email you received after placing your order. It is a five-digit code. If you have not received this email or need further assistance, our customer service team will be happy to help.
Damaged or defective products: If a product is damaged or defective during shipping or production, please contact our customer service team and send a picture of the complaint to nancylondon.shop@gmail.com. Our customer service will contact you as soon as possible to find a solution.
Returns outside the time limit: We recommend that you send your return within the 30-day time limit before expiry. If for any reason this is not possible, we will offer you the option to exchange the product for a replacement product or a voucher. Please contact our customer service for more information.
Duration of refund: We aim to process returns as quickly as possible. Once your return is received in our warehouse, it will be processed within 10 working days. On your Track & Trace code, which you will receive with your return, you can track when the package arrived at our warehouse. The 10 working days start from this point. Once the refund has been completed, you will receive a notification. Please note that it may take up to 3 days for the refund to show in your bank account.
Please note that this policy is subject to change at any time without notice. We strongly recommend that our customers read our cancellation policy carefully before placing an order to avoid any possible confusion or misunderstanding.
Contact:
Ms Zhou
+86 188 0204 4979
Address :
+86 188 0204 4979
Return Address :
Hao ke dong jie
No.29, Shi xi, Ruibao street, Haizhu District
Guangzhou City, Guangdong 510000
Contact: Ms Zhou