Returns and Refund Policy
Last updated: Today
At Clara & Weston London, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work.
This policy applies to purchases made through clarawestonlondon.com.
30-day money-back guarantee
We offer a 30-day money-back guarantee.
If you are not happy with your order or something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, email us at:
Please include:
- Your full name
- Your order number
- The email address used for the order
- The reason for the return
- Clear photos if the item is damaged, faulty or incorrect
- Any details that help us understand how we can assist you
Our team will review your request and reply with the next steps.
Order cancellations
If you wish to cancel your order, please contact us within 24 hours of placing it at:
We will do our best to cancel your order, provided it has not already been processed or dispatched.
Once an order has been dispatched, it can no longer be cancelled or stopped during transit. You will need to wait until the order has been delivered and then follow the return process described in this policy.
This does not affect your statutory right to cancel an eligible online purchase and return it after delivery.
Return instructions
Please contact us before returning an item so that we can provide the correct return instructions and return address.
In many cases, returns must be sent directly to our supplier, which may be located in China.
Returning an item without contacting us first may cause delays if it is sent to an incorrect address.
Return shipping costs
For change-of-mind returns, size changes or unwanted items, the customer is responsible for arranging and paying the return shipping costs.
If the provided return address belongs to our supplier in China, the customer is responsible for arranging and paying for shipping to that address.
We recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.
If an item is confirmed as faulty, damaged or incorrect, Clara & Weston London will cover reasonable return costs where required by applicable law.
Return tracking
For an approved return, please provide valid return tracking details or proof of postage.
Refunds will be processed in accordance with your statutory rights after the returned item or valid evidence of return has been received.
If a returned parcel is lost in transit and no valid proof of postage or tracking is available, we may be unable to complete the refund.
Condition of returned items
Please handle products only as you would when inspecting them in a physical shop.
Returned items should, where possible, be:
- Unworn, except when tried on
- Unwashed
- Unused
- In their original condition
- Returned with their original tags and packaging
If an item has been handled more than reasonably necessary and its value has been reduced, we may make an appropriate deduction from the refund where permitted by law.
Items that may not be eligible for change-of-mind returns
Certain products may be excluded from change-of-mind returns where permitted by law, including:
- Personalised or custom-made products
- Perishable products
- Sealed hygiene-related products once the seal has been broken
- Items that have been altered at the customer’s request
- Gift cards, where legally permitted
These exclusions do not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at:
Please include your order number, a description of the issue and clear photos of the item and packaging.
We will review the issue and work with you on a suitable solution, which may include a repair, replacement, refund or another remedy depending on the circumstances.
UK consumer rights
Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
If a product is faulty, not as described or not fit for purpose, you may be entitled to a repair, replacement, refund or another remedy.
Refund processing
Once your return has been received, or valid evidence of return has been provided where applicable, we will notify you by email.
Approved refunds will be issued to your original payment method.
Where required by law, refunds will be processed within 14 days of receiving the returned item or valid evidence that it has been sent back.
Please allow additional time for your bank, card provider or payment provider to credit the funds to your account.
Exchanges
We may offer an exchange or another solution depending on the circumstances and product availability.
Please contact us at:
We will review your request and let you know which options are available.
Order cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to cancel it before shipment.
If your order has already been dispatched, you may need to follow the return process described above. This does not affect your statutory right to cancel an eligible online purchase.
Contact us
For questions about returns, refunds or orders, please contact us at: