Return & Refund Policy
Return Policy – EvelynLondon
We want you to be completely satisfied with your purchase from EvelynLondon. If, for any reason, you are not happy with the items you’ve received, we offer a 30-day money-back guarantee. Please see below for our detailed return, refund, and exchange policy.
1. Returns of Incorrect, Damaged, or Defective Items
If you have received incorrect, damaged, or defective items, please email us at support@evelynlondon.co.uk as soon as possible. We will guide you through the process of returning these items.
To speed up the process, customers may be required to provide photos of the items as part of the refund approval process. This helps us verify the issue and ensure a quick resolution.
2. Returns Due to Dissatisfaction
If you are not satisfied with the items you have received, you can return them within 30 days of receipt, provided they meet the following conditions:
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The items must be in original, unused condition.
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The items must be in their original packaging.
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The items must be resalable.
3. Refund Process
Once your return is processed and approved, you may be entitled to a full refund (excluding return shipping costs). Please note:
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We cannot issue refunds or exchanges for items that have been used, opened, or are no longer in original condition.
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For returns due to damage, defect, or incorrect item, photos may be required to verify the issue.
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The refund will be issued to the original payment method once the returned items are received and inspected. Please allow up to 5 business days for the refund to be processed.
4. How to Return an Item
To ensure your return is processed smoothly, please follow these steps:
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Request the Return Form:
Contact us by email at support@evelynlondon.co.uk with your order number, email address, and reason for return. If the return is due to damage, defects, or quality concerns, please attach photos. -
Await Approval and Return Address:
We will review your request and provide you with a return form and the return address. Please note that all returns must be sent to our international return center in China. -
Securely Package Your Return:
Once approved, securely package the items, clearly label the outside of the package as “Return,” and use a tracked and insured shipping service to ensure your return arrives safely. -
Send Confirmation:
Email us your shipping details and tracking number.
5. Return Address
To ensure returns are processed correctly, please contact us to request the return address. This allows us to manage returns efficiently and support you in the process. All returns will be directed to our international return center in China.
6. Return Terms and Policies
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All returned items must be unused, unopened, and in their original packaging.
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Customers are responsible for the return shipping costs, including any postage or shipping fees.
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Returns must be well-packaged to prevent damage during transit.
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All returns must be sent using a trackable and insured service. We cannot be responsible for lost or damaged items during the return process.
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If photos are not provided when requested, the refund request may be delayed or denied.
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Returns will only be processed once we have approved the return request and provided a return address. Returns sent without prior approval may not be accepted.
7. Right of Withdrawal and Cancellation
As a consumer, you have the right to cancel your order within 30 days of receiving your items, provided they are in their original condition. The cancellation period begins on the day you (or a third party, not the carrier, designated by you) receive the last item of your order.
To exercise your right of cancellation, email us at support@evelynlondon.co.uk with your decision to cancel the order.
Please note: If your order has already been processed or shipped, you can only cancel it by returning the goods after you receive them.
8. Contact Us
If you have any questions or need assistance with the return, exchange, or cancellation process, please contact us at:
Email: support@evelynlondon.co.uk
Thank you for shopping with EvelynLondon!