Return Policy

Last Updated: June 30, 2026

At Paul & Karen London, customer satisfaction is our priority. We always aim to provide high-quality products and an excellent shopping experience. However, we understand that sometimes a return may be necessary.

Please read our return policy carefully before requesting a return.

For any questions, please contact our customer support team at [Your Store Email] before returning any item.

1. How Our Fulfillment Process Works

At Paul & Karen London, we operate using a direct-from-supplier fulfillment model. This allows us to reduce waste, lower storage costs, and minimize our environmental footprint.

As a result, some of our products are shipped directly from our international supplier network.

This means that approved returns may need to be sent to our supplier’s designated return facility.

We always recommend contacting us first so we can find the best solution for your case.

2. Return Request Period

You may request a return within 14 days of receiving your order.

To initiate a return, please email us at [Your Store Email] and include:

  • Your order number
  • The reason for your return
  • Clear photos if the item is damaged, defective, or incorrect

Please note:

  • Return requests can only be submitted after the product has been delivered
  • Returns must be approved by our support team before shipping anything back

Once approved, we will provide the correct return instructions.

3. Return Conditions

To be eligible for a return:

  • Items must be unused, unwashed, and undamaged
  • Items must be returned in their original condition
  • All original tags and packaging must still be attached
  • Trying on items is allowed; wearing them beyond fitting is not

Please note:

  • Sale items may not be eligible for return unless defective
  • Ordering multiple sizes with the intention of returning part of the order may result in return refusal
  • Certain products are excluded for hygiene reasons, including:
    • Underwear
    • Swimwear
    • Jewelry
      Unless unopened and unused

We reserve the right to reject returns that do not meet these conditions.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer.

This includes:

  • International shipping fees
  • Customs duties (if applicable)
  • Carrier handling fees

Customers are responsible for:

  • Properly packaging the return
  • Choosing a shipping method
  • Covering all shipping expenses
  • Providing valid tracking information

We strongly recommend using a trackable shipping method, as we cannot process returns without proof of shipment.

5. Alternative Solutions

Because international returns can be expensive and time-consuming, we may offer alternative solutions where appropriate.

This may include:

  • A partial refund
  • Store credit
  • A replacement product
  • A discount on a future purchase

These solutions are handled individually and agreed upon via email.

We always encourage customers to contact us before initiating a return so we can find the most suitable solution.

6. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery.

To process your request, you must provide:

  • Clear photos of the product
  • Photos of the packaging (if relevant)
  • A detailed description of the issue

Without sufficient evidence, we may not be able to process your claim.

Once reviewed, we will work quickly to provide an appropriate solution.

7. Refunds

Refunds are only issued after the returned item has been received and inspected.

Once approved:

  • Refunds will be processed within 14 business days
  • Refunds will be issued to the original payment method

Please note:

  • Original shipping costs are non-refundable
  • Processing times may vary depending on your payment provider

8. Order Cancellations

Once an order has been placed and entered processing, it can no longer be canceled.

Because our fulfillment process starts quickly, cancellations are not always possible.

We kindly ask customers to contact us first if there are any issues with their order before opening a dispute, chargeback, or refund claim.

Our support team is always happy to help find a fair solution.

9. Liability

Paul & Karen London is not responsible for:

  • Lost packages when tracking confirms successful delivery
  • Incorrect shipping information provided by the customer
  • Delays caused by customs, carriers, or unforeseen circumstances

Customers are responsible for ensuring their shipping information is correct at checkout.

If you need to correct your shipping address, please contact us within 24 hours of placing your order at [Your Store Email].

10. Contact Information

For all return-related questions, please contact:

Paul & Karen London
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM