Refund policy
Returns & Refunds Policy
At Whitby London, we want you to feel confident when placing your order. Each order is processed carefully and prepared for dispatch as quickly as possible.
Please read this policy before purchasing. By placing an order with Whitby London, you agree to the terms below.
Nothing in this policy affects your statutory consumer rights.
Order Changes & Cancellations
Orders begin processing shortly after they are placed.
If you need to request a change or cancellation, please contact us as soon as possible at:
We cannot guarantee that an order can be changed or cancelled once processing has begun.
Once Your Order Has Been Dispatched
Orders that have already been dispatched cannot be cancelled, recalled, redirected or intercepted while in transit.
If your order has already shipped and you no longer wish to keep it, you must:
- Allow the parcel to be delivered
- Contact us to request a return
- Follow the applicable return procedure below
Refusing delivery, rejecting the parcel or failing to collect it does not automatically constitute an approved cancellation or return.
Where statutory cancellation rights apply, these remain unaffected.
Change-of-Mind Returns
Where applicable under UK consumer law, customers purchasing online may notify us that they wish to cancel an eligible order within 14 days of receiving the goods.
Once you have notified us, the goods must then be returned within the applicable statutory return period.
To request a return, email:
Please include:
- Your full name
- Order number
- Email address used when ordering
- Item you wish to return
- Reason for contacting us
Please contact us before sending any item back so we can provide the correct return instructions.
Return Condition
Customers may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and functionality.
Returned items should be kept in the best possible condition.
Where reasonably applicable, products should be returned with:
- Original packaging
- Accessories
- Inserts
- Tags
- Protective materials
- Any complimentary components supplied with the product
We reserve the right, where permitted by law, to make an appropriate deduction from a refund if the value of an item has been reduced because it has been handled beyond what would reasonably be permitted when inspecting it in a physical shop. UK guidance specifically permits deductions where excessive handling or damage has reduced the item’s value.
Examples may include:
- Visible signs of use
- Scratches, stains or marks
- Damage occurring after delivery
- Missing parts or accessories
- Missing product components
- Excessive handling
- Alteration of the product
- Damage to retail presentation caused by unnecessary handling
Any deduction will reflect the reduction in value of the returned goods.
Sale, Promotional & Discounted Items
Items purchased using a sale price, promotional discount, discount code, bundle discount, clearance offer or other reduced-price promotion are considered final sale for the purposes of Whitby London’s voluntary returns and exchange policy.
Accordingly, discounted items are not eligible for voluntary returns or exchanges simply because the customer changes their mind.
This does not exclude or restrict any cancellation, refund or other consumer rights that Whitby London is legally required to provide.
Where a statutory return or cancellation right applies, it will be honoured in accordance with applicable UK law.
Discounted, promotional and sale items are not eligible for exchanges. Where a refund is legally required, the eligible amount will instead be returned to the original payment method.
Customers have statutory rights on sale goods just as they do on full-price goods, so this wording is much safer than saying outright that sale items can never be returned.
Return Shipping
For eligible change-of-mind returns, the customer is responsible for the cost of returning the item.
Whitby London does not provide prepaid return labels for change-of-mind returns.
We strongly recommend using a tracked and insured postal service.
Customers should retain:
- Proof of postage
- Tracking information
- Postal receipts
until their return has been completed.
Whitby London cannot be responsible for returned parcels that are lost before reaching the designated return address, except where responsibility legally falls on us.
If an item is confirmed to be faulty, damaged, incorrect or otherwise subject to statutory remedies, appropriate return arrangements will be provided where required.
Refunds
Once an eligible returned item has been received, it will be inspected.
Where a refund is due, we will issue it to the original payment method used to place the order.
Where permitted by law, we may withhold the refund until either:
- The returned goods have been received; or
- You provide acceptable evidence showing that the goods have been returned
For statutory distance-sale cancellations, the refund must generally be made within the legally applicable timeframe, which is ordinarily within 14 days after the goods are returned or acceptable evidence of return is provided.
After a refund has been issued by us, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
We have no control over processing times imposed by third-party financial institutions.
Original Delivery Charges
Where UK law requires us to refund the original delivery charge following an eligible statutory cancellation, our liability is limited to the cost of our standard delivery method.
If you selected an enhanced, express or premium delivery service, any additional amount paid above the cost of standard delivery does not have to be refunded where permitted by law.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as possible after delivery.
If you believe your product has arrived:
- Damaged
- Defective
- Incorrect
- Missing components
- Materially different from what you ordered
please contact:
info@whitbylondon.com
as soon as reasonably possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs and/or video showing the issue where appropriate
- Photographs of the packaging where relevant
Providing this information allows us to investigate and resolve the matter more efficiently.
Whitby London reserves the right to request reasonable evidence necessary to assess a claim.
This does not affect your statutory rights where goods are faulty, not as described, unsatisfactory in quality or otherwise fail to meet applicable consumer-law requirements. Those rights cannot simply be excluded through store terms.
Exchanges
Whitby London does not guarantee direct exchanges.
Where an exchange is available, it must first be authorised by our customer service team.
Sale, promotional, clearance and discounted items are not eligible for exchange.
Where appropriate, you may instead be required to return an eligible item and place a new order separately.
This helps prevent stock from being reserved while a return is still in transit.
Non-Returnable Items
We do not accept voluntary returns for products excluded from our returns programme.
Certain products may also be legally excluded from statutory change-of-mind cancellation rights where applicable, including certain:
- Personalised products
- Bespoke or made-to-order products
- Perishable goods
- Goods that deteriorate rapidly
- Sealed goods not suitable for return for health-protection or hygiene reasons once unsealed
- Other legally exempt categories
Any statutory exclusion will only be relied upon where it legitimately applies to the particular product.
Refused Deliveries & Uncollected Parcels
Please do not refuse delivery as a method of requesting a cancellation.
If a parcel is:
- Refused
- Unclaimed
- Not collected
- Returned to sender
we may need to wait until the parcel has physically returned to the relevant return facility before the order can be assessed.
Any refund due will then be handled according to this policy and applicable consumer law.
Additional delivery costs may apply where a customer requests that an order be shipped again following a failed delivery caused by circumstances for which the customer was responsible.
Incorrect or Incomplete Delivery Address
Customers are responsible for ensuring that all delivery information is accurate before completing checkout.
This includes:
- Recipient name
- House number
- Street
- Flat or apartment number
- Postcode
- Town or city
- Contact information
Please contact us immediately if you notice an error.
Once an order has been processed or dispatched, we cannot guarantee that an address can be changed.
If an order cannot be delivered because the customer supplied an incorrect or incomplete address, additional shipping charges may apply before the order can be resent.
Parcels Marked as Delivered
If your tracking information shows that an order has been delivered but you cannot locate it, please first:
- Check around the delivery location
- Check any nominated safe place
- Ask members of your household
- Check with neighbours where appropriate
- Review any delivery photograph or carrier notification
After completing these checks, contact us at:
info@whitbylondon.com
We will review the available tracking information and assist with an appropriate investigation where necessary.
A carrier’s delivery confirmation may form part of our assessment of a delivery claim, but every case will be handled according to its individual circumstances and applicable law.
Processing & Shipping
Estimated delivery times are estimates unless expressly stated otherwise.
Occasional delays may occur due to circumstances such as:
- Courier delays
- High order volumes
- Customs procedures
- Public holidays
- Weather
- Transportation disruption
- Other circumstances outside our reasonable control
A shipment delay does not automatically mean an order has been lost.
If your parcel appears substantially delayed, contact us and we will investigate where appropriate.
Chargebacks & Payment Disputes
We encourage customers to contact us first if there is a problem with an order so that we have an opportunity to investigate and resolve the issue.
Where a payment dispute or chargeback is raised, Whitby London may provide relevant order records to the payment provider, including where appropriate:
- Order confirmation
- Customer correspondence
- Tracking information
- Delivery confirmation
- Transaction information
- The returns/refund policy applicable at the time of purchase
Nothing in this section limits any lawful right a customer has to dispute a transaction.
Abuse of Returns
Whitby London reserves the right to investigate patterns of activity reasonably suspected to involve fraud or abuse of the returns process.
This may include circumstances involving repeated or conflicting:
- Refund claims
- Delivery claims
- Returns of materially different goods
- Return tracking information
- Payment disputes
Any action taken will remain subject to applicable consumer law.
Contact Us
For cancellations, returns, refunds or order enquiries, please contact:
info@whitbylondon.com
Please include your order number with all correspondence so that we can locate your order quickly.