Return Policy
At Susan & Margaret London, we want you to be completely satisfied with your purchase. If you need to return an item, our policy below explains when a return is accepted and how the process works.
Can I Return My Order?
Yes — you can request a return within 14 days of receiving your order, provided the item meets our return conditions.
If your order is delivered in multiple shipments, the 14-day period begins on the day you receive the last item from your order.
Once you have contacted us to request a return, you have a further 14 days to send the item back to us.
For change of mind returns, please take reasonable care of the products while they are in your possession.
You may inspect and try on clothing in the same way you reasonably would in a physical store.
Where reasonably possible, returned items should be:
• Unworn other than for trying on
• Unwashed
• Undamaged
• Returned with their original labels
• Returned with the original packaging where available
If an item has been handled beyond what is reasonably necessary to inspect it and this results in a reduction in value, we may make an appropriate deduction from the refund where permitted by law.
Multiple Sizes
You are welcome to order a size you believe is suitable and return an eligible item if it does not fit, in accordance with our return policy.
However, we ask customers to order responsibly and avoid intentionally ordering multiple sizes with the sole intention of keeping one and returning the others.
Any eligible returns will be handled in accordance with the return conditions and your statutory consumer rights.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or different from what you ordered, please contact us as soon as possible after receiving your order.
Email info@susanandmargaretlondon.com and include:
- Your order number
- A description of the issue
- Clear photos showing the problem
Photos and videos help us assess the issue more quickly, but requesting visual information does not remove your statutory consumer rights.
Please do not return the item before contacting us. Our team will review the issue and provide the correct instructions.
If the item is confirmed to be faulty, damaged or incorrect, we will provide an appropriate solution, which may include:
• A replacement
• A repair where appropriate
• A full or partial refund
Where you have a legal right to reject faulty goods, reasonable return costs will be covered by Susan & Margaret London.
How to Send a Return
1. Contact Us
Email info@susanandmargaretlondon.com within 14 days of receiving your order. Include your order number and the reason for your return.
2. Receive Your Return Address
Once we have received your return request, we will provide the correct return address.
Do not send your return to the original sender’s address or any other address. Only use the return address provided by our customer service team.
3. Send Your Return
Send the item back using a tracked shipping service and provide us with the tracking information.
Return Shipping Costs
For standard returns, the customer is responsible for all return shipping costs.
This includes returns because:
- The item does not fit
- You changed your mind
- You no longer want the item
- You selected the wrong size
- You ordered multiple sizes
The customer is also responsible for any international shipping costs, customs duties, taxes or other fees associated with returning the item.
All returns must be sent using a tracked shipping service. Please keep your proof of postage and tracking information until your refund has been confirmed.
For faulty, damaged or incorrect items, please contact us before sending anything back. We will provide the appropriate return instructions and, where applicable, cover the reasonable return costs.
Original Delivery Costs
If you cancel and return your entire eligible order under your statutory cancellation rights, we will refund the cost of our standard delivery option, where a delivery charge was paid.
If you selected a more expensive delivery option, we will refund only the amount of the standard delivery charge.
If you return only part of your order, the original delivery charge may not be refundable.
Refunds
Once your returned item has been received and inspected, we will confirm whether it meets our return conditions.
If the return is eligible, your refund will be processed in accordance with applicable consumer law and returned to your original payment method.
Please allow additional time for your bank or payment provider to make the funds available.
If a returned item does not meet our return conditions, we may make an appropriate deduction from the refund where permitted by law.
Lost Return Packages
Susan & Margaret London is not responsible for return packages that are lost or damaged while being shipped back to us.
The customer is responsible for ensuring that the return is correctly addressed, securely packaged and sent using tracked shipping.
If you do not provide tracking information and we cannot confirm that the return was delivered, we may be unable to issue a refund.
Can I Cancel or Change My Order?
If you need to cancel or change your order, you must contact us within 24 hours of placing your order.
After 24 hours, your order may have entered our fulfilment process, and we may be unable to cancel, change or redirect it.
Orders are processed automatically through our fulfilment system, so we cannot guarantee that changes or cancellations will be possible once processing has started.
Please carefully check your size, colour, quantity and delivery address before completing your order.
Nothing in this section affects any statutory rights you may have under applicable consumer law.
Incorrect Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If an incorrect or incomplete address is provided, the customer is responsible for any resulting delivery problems, delays, failed deliveries, returned parcels or additional shipping costs.
If you notice an error in your delivery address, please contact us within 24 hours of placing your order.
We will do our best to correct the address before the order enters processing, but we cannot guarantee that changes will be possible.
Once an order has been dispatched, we cannot guarantee that the delivery address can be changed or that the parcel can be redirected.
Questions About This Policy
If you have any questions about our return policy or need help with a return, please contact our customer service team.
Email: info@susanandmargaretlondon.com
We are happy to help and aim to respond to customer enquiries as quickly as possible.