If you’ve recently bought something from Club London and need to send it back, understanding the Club London return policy is your first step. This guide breaks down everything you need to know, from time limits to packaging, so you can handle your return smoothly and get your refund or exchange sorted without any hassle.
We’ll cover the standard return window, which items are eligible, and how to start the process. You’ll also learn about any potential fees and how long refunds typically take. Our goal is to make this information clear and easy to follow, saving you time and any confusion.
Club London Return Policy
The core of the Club London return policy is designed to be straightforward for customers. In most cases, you have 30 days from the date you receive your item to initiate a return. The item must be in its original, unworn, and unwashed condition, with all tags and labels still attached.
It’s also important to have your proof of purchase, which is usually your order confirmation email or the packing slip that came with your delivery. Without this, processing your return can be difficult or even impossible. Always double-check your items before you send them back to ensure they meet these conditions.
What Items Can Be Returned?
Most full-price items from Club London are eligible for return. This generally includes:
- Clothing (tops, dresses, trousers, outerwear)
- Footwear (must be tried on indoors on a clean surface)
- Accessories like bags, belts, and scarves
What Items Are Final Sale?
Some products are marked as non-returnable for hygiene or promotional reasons. Be careful when ordering these, as they typically cannot be sent back. These often include:
- Swimwear and bodysuits (if the hygiene seal is removed)
- Earrings and other pierced jewellery for health reasons
- Items clearly marked “Final Sale” or “Non-Returnable” during promotions
- Gift cards and downloadable digital products
Condition Requirements Are Key
The condition of the item is the most critical part of the policy. Club London will inspect all returned goods. To have your return accepted, the item must look like it’s never been worn or used. This means:
- All original tags and labels are securely attached.
- No stains, marks, odors, or damage of any kind.
- Footwear soles are completely clean and unscuffed.
- The item is returned in its original packaging if possible, especially for shoes.
How to Start a Return: Step-by-Step
Follow these steps to ensure your return is processed quickly and correctly. Skipping a step or providing incorrect information can lead to delays.
Step 1: Log Into Your Account
Go to the Club London website and log into the account you used to make the purchase. Navigate to “My Orders” or your order history. This is the easiest way to start a return, as your order details will be pre-filled.
Step 2: Select the Items to Return
Find the specific order containing the item you wish to return. Select it and choose the reason for return from the dropdown menu (e.g., “Doesn’t fit,” “Changed my mind,” “Item faulty”). This feedback is actually helpful for the company.
Step 3: Choose Your Return Method
Club London usually offers a few options:
- Pre-Paid Return Label: You might be able to print a label at home or receive a QR code to use at a drop-off point. Note that the cost of this label is sometimes deducted from your refund.
- In-Store Return: If you have a physical Club London store nearby, you can often return online purchases there. This is often the fastest way to get your refund.
Step 4: Package Your Item Securely
Place the item securely in a shipping box or padded envelope. It’s best to use the original packaging if you still have it. Include the completed returns form if one was provided. Seal the package well.
Step 5: Drop Off or Arrange Collection
If you have a pre-paid label, take your package to the designated carrier drop-off point. If you’re using a QR code, present it at the counter. For in-store returns, simply bring the item and your proof of purchase to the store. Always get a proof of postage receipt—keep it until you receive your refund confirmation.
Understanding Refunds and Exchanges
How Refunds Work
Once Club London receives and inspects your return, they will process your refund. The time this takes can vary:
- Processing Time: It usually takes 3-5 business days for the warehouse to process the return after it arrives.
- Refund to Your Account: After processing, the refund is issued. It can then take an additional 3-10 business days to appear in your original payment method (like your credit card or PayPal account).
Refunds are typically issued to the original payment method. If you paid with a gift card, the refund will usually be issued as store credit. Sale items are often refunded at the sale price paid.
Opting for an Exchange
If you want a different size or color, an exchange is often possible. The fastest method is usually to process a return for a refund and then place a new order for the desired item. This ensures you get the correct product before the one you want sells out.
Some companies offer direct exchanges, where they ship the new item once the return is initiated. Check the returns portal on Club London’s website to see if this option is clearly available for your order.
Who Pays for Return Shipping?
This is a common question. Policies can change, but here’s the general rule:
- Changed Your Mind: If the return is due to a change of mind or fit, the customer (you) is typically responsible for the return shipping cost. This fee may be deducted directly from your refund amount.
- Faulty or Incorrect Item: If you received a damaged, faulty, or incorrect item, Club London should cover the return shipping costs. You’ll usually need to contact customer service to arrange this.
Special Circumstances and Exceptions
Returning Gifted Items
If you received a Club London item as a gift, the process is slightly different. You will likely need the order number or a gift receipt. Refunds for gifted items are usually issued as store credit or an e-gift card, sent to the email address of the person making the return.
International Returns
If you ordered from a Club London website serving a different country than your own, international return rules apply. You are usually responsible for any return shipping costs, which can be high. Additionally, you might be responsible for any import duties or taxes that were waived on the original shipment; these can be reclaimed when the item leaves your country, but the process is complex. It’s always best to check the specific country website’s policy before ordering internationally.
Late Returns
What if you missed the 30-day window? The Club London return policy is strict on timeframes for standard returns. Returns outside the window are typically not accepted and will be sent back to you. In rare cases, such as for a genuinely faulty item that failed after use, you should contact customer service directly to explain the situation—they may offer a goodwill gesture, but this is not guaranteed.
Tips for a Smooth Return Experience
- Act Quickly: Don’t let the return window lapse. Start the process as soon as you know you want to send something back.
- Document Everything: Take a quick photo of the item in its condition before you pack it, and keep your proof of postage receipt safe.
- Read the Fine Print: Always double-check the product page for any “final sale” notices before buying, especially during big sales.
- Use the Right Channels: Starting your return through your online account is almost always faster than emailing customer service first.
- Pack Well: Prevent damage in transit by using a sturdy box and adequate padding. A damaged return won’t be accepted.
Frequently Asked Questions (FAQ)
How long does the Club London return process take?
From the day you drop off your package, expect the full process to take 10-20 business days. This includes transit, warehouse processing, and the bank refund time. In-store returns are much faster, often resulting in a refund within a few days.
Can I return items to a Club London store?
Yes, in most cases you can return online purchases to a physical Club London store, provided you have the item and your proof of purchase. This is often the quickest method for a refund.
What is Club London’s return policy on sale items?
Sale items are usually returnable unless they are specifically marked as “Final Sale.” The refund will be for the price you actually paid during the sale. The return window and condition rules still apply.
My item arrived faulty. What should I do?
Contact Club London customer service immediately. Do not initiate a standard return. They will guide you through a separate process for faulty items, which should include a pre-paid return label and a full refund or replacement.
Can I get a refund without the original tags?
It’s very unlikely. The condition requirement stating that all tags must be attached is strictly enforced. Returns without original tags are usually considered worn and will be sent back to you or the refund will be denied.
How do I track my return?
If you used a pre-paid label from Club London, the tracking number on that label should allow you to follow the parcel’s journey to their returns center. You won’t see updates on the “processing” stage until the parcel is physically scanned in at the warehouse.
Does Club London offer free returns?
Not typically for change-of-mind returns. The cost of return shipping is usually covered by the customer and may be deducted from your refund. Always check the returns portal for the specific cost associated with your return before you confirm it.
Contacting Customer Service
If you run into issues not covered here, you’ll need to contact Club London directly. The best way is through the contact form on their website under the “Help” or “Contact Us” section. Have your order number and any relevant details ready. Response times can vary, especially during busy sale periods, so patience is key.
Remember, knowing the Club London return policy inside and out gives you the confidence to shop. By following the steps and condition requirements carefully, you can ensure that if something isn’t right, you can fix the situation with minimal stress. Always keep your proof of purchase and act within the given timeframe for the best outcome.