Refund policy
Returns & Refund Policy
Here at Reign London, we want you to be happy with your purchase. If for any reason you are not, please contact us in the first instance.
To start a return, please contact:
enquiry@reign-london.co.uk
Please include your order number and reason for return. Once your return is approved, we will provide the next steps.
Returns Window
We offer a 14-day return policy, meaning you have 14 days from receiving your order to return it to us.
To be eligible for a return, items must be:
- Unused and in the same condition as received
- In original packaging with all tags attached
- Accompanied by proof of purchase
Customers are responsible for all return shipping costs. We do not offer free returns.
Refunds
Once your return is received and inspected, we will notify you of the approval status.
If approved, refunds will be issued to your original payment method, excluding any shipping charges paid at checkout. Any additional costs incurred in returning goods may also be deducted where applicable and will be confirmed at the time of refund processing.
Exchanges
The quickest way to receive a replacement is to return your item for a refund and place a new order once the return is approved.
Non-Returnable & Non-Refundable Items
The following items are not eligible for return or refund:
- Sale items, samples, and seconds
- Vintage goods and items purchased via our sourcing service
- Pre-order items (made-to-order or sourced specifically for your order), which are subject to a 24-hour cancellation window
- Made-to-order and collaborative collections (including Reign London collaborations such as the Clare Tumilty ‘Reign Collection’), unless faulty
- Earrings, for hygiene reasons
- E-gift cards
All non-returnable items are clearly stated on their product pages. Please ensure you review your order carefully before purchasing.
Delivery Issues
Please inspect your order upon delivery and contact us immediately if:
- An item is damaged or defective
- You have received an incorrect item
- Items are missing from your order
We may require photographic evidence to support any claim. Please retain all packaging until your issue is resolved.
Delivery issues must be reported within 24 hours of receipt (or delivery confirmation in the case of courier tracking). Reports made after this period may delay investigation or limit available resolutions.
Where necessary, we will liaise with the courier to investigate further.
Contact
For all return-related queries, please contact: enquiry@reign-london.co.uk