Returns & Refunds Policy
Returns, Refunds & Size Exchanges
We want your London Suit order to arrive in the condition and size you expected. This policy explains our return, refund and exchange process for customers in the United Kingdom and Ireland. Nothing in this policy limits your statutory consumer rights.
Your right to cancel an online purchase
For most goods bought online, customers in the UK and Ireland have a statutory right to cancel their purchase within 14 days after receiving the goods, subject to applicable exceptions. If you want to use this right, email support@london-suit.com within the cancellation period and include your order number.
After notifying us of your cancellation, please return the goods within the period required by applicable law. We will provide return instructions and the appropriate return address. For a change-of-mind return, you may be responsible for the direct cost of returning the goods where permitted by law and where you were informed of that responsibility.
Return condition
For change-of-mind returns and size exchanges, items should be returned unworn, unused and with original tags and packaging where reasonably possible. You may inspect an item as you would in a shop, but a refund may be reduced where the value of the item has been diminished by handling beyond what is reasonably necessary to establish its nature, characteristics and fit.
Wrong size / size exchanges
If you selected a size that does not fit, contact us at support@london-suit.com. We offer size exchanges for eligible items, subject to stock availability and the item meeting the return-condition requirements above. We will send you the return and exchange instructions. An exchange option is in addition to, and does not replace, any statutory cancellation rights that apply to your purchase.
Damaged, defective or incorrect items
If your item arrives damaged, is defective, is not as described, or you receive the wrong item, contact us as soon as reasonably possible. Include your order number and a description of the issue. Photos can help us resolve the matter faster where appropriate, but asking for photos does not remove any rights you have under applicable law.
Where goods are faulty or not as described, we will provide the remedy required by applicable law, which may include a repair, replacement, price reduction or refund depending on the circumstances. Where a return is required because the item is faulty, damaged or incorrect, we will arrange or cover reasonable return costs where required.
Personalised or made-to-measure items
Where a product is made to your specifications or clearly personalised, the statutory change-of-mind cancellation right may not apply. This exception does not remove your rights if the item is faulty, damaged or not as described.
Refunds
Approved refunds are issued to the original payment method. For statutory cancellations, refunds will be processed within the timeframe required by applicable law after we receive the returned goods or acceptable evidence that they have been sent back. Your bank or payment provider may take additional time to display the credit.
How to start a return or exchange
Email support@london-suit.com with your order number and whether you are requesting a return, refund or size exchange. Please do not send goods to an address unless our support team has confirmed the return instructions.
Customer support is available 6 days a week.