Returns & Refunds

We would rather you were certain than polite. If a piece is not right, send it back.

In short

  • You have 14 days from the day it arrives to tell us you would like to return it, and 14 days after that to post it back
  • Return postage is free in the United Kingdom. We email you a prepaid DHL label
  • You choose: a full refund to the card you paid with, or store credit. The choice is always yours
  • Made-to-order pieces can be returned exactly like everything else

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of receiving it, without giving a reason. Tell us within those 14 days, then return the piece within 14 days of telling us.

A refund, or store credit. Your choice

When you return a piece, you may choose either:

  • A full refund to the card or account you originally paid with. This includes the delivery charge you paid on the original order
  • Store credit to the same value, valid for twelve months against anything we make

The choice is yours and only yours. We will never issue credit in place of a refund unless you have asked us for it.

What a return costs you

  • United Kingdom: nothing. We send you a prepaid DHL label
  • Everywhere else: return postage is yours to arrange and pay for. Please send it tracked, as we cannot refund a parcel that never reaches us
  • If a piece is faulty, or we sent you the wrong thing: we pay the postage, wherever you are in the world

Import duty on international returns

If you were charged import duty or tax when your order was delivered, you may be able to reclaim it from your own customs authority once the piece has gone back. Keep your paperwork, and we will provide any document you need from our side.

The condition we need it in

  • Unworn, unwashed, and in its original condition
  • All tags still attached
  • In its original packaging where possible
  • We cannot accept a piece showing signs of wear, fragrance, makeup, or alteration

Made-to-order pieces

Our made-to-order styles can be returned within 14 days, exactly like every other piece. Only the following cannot be returned, unless they are faulty:

  • Pieces cut or altered to your own individual measurements
  • Gift cards

How to return

  1. Email hello@martinalondon.com within 14 days of receiving your piece, with your order number
  2. We will confirm your return, send the return address, and include a prepaid label if you are in the UK
  3. Pack the piece securely and send it tracked
  4. Once it reaches us we will refund you within 14 days, and usually a good deal sooner. You will get an email the moment it is done

How long the money then takes to appear depends on your bank, not on us.

Faulty or incorrect pieces

If a piece is faulty, or is not the piece you ordered, you have 30 days from receipt to reject it for a full refund under the Consumer Rights Act 2015. Email us at hello@martinalondon.com with your order number and a photograph. We will arrange the return at our cost, and either replace the piece or refund you in full.

Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. Where this policy is more generous than the law, the more generous term applies.

Any question at all, write to hello@martinalondon.com and a person will answer you.