Refund policy
Return & Refund Policy
We have a 14-day return policy, which means you have 14 days from the day you receive your item to request a return.
Eligibility To be eligible for a return, your item must be in the same condition as received — unworn, unused, and in its original packaging, with all tags, dust bags, authenticity cards, and accompanying accessories intact. Items that show signs of wear, alteration, or damage caused after delivery will not be accepted for return.
How to Start a Return To initiate a return, please contact us at customercare@houseofclifton.com with your order number, reason for return, and supporting photographs of the item. Our team will review your request and respond within 2 business days.
If your return is accepted, we will arrange courier collection at a time convenient for you. Please note that all returns are subject to a flat (non-refundable) return fee of £50, which must be settled prior to courier assignment. This fee covers the cost of collection, inspection, and processing. Items returned without prior authorisation will not be accepted or refunded and a redelivery fee may apply.
Damages & Incorrect Items Please inspect your order upon receipt. If your item arrives defective, damaged, or incorrect, contact us immediately at customercare@houseofclifton.com with photographs. In such cases, the return fee is waived and we will arrange collection and resolution at no cost to you.
Non-Returnable Items The following items are not eligible for return:
- Sale or discounted items
- Personalised or custom-ordered items
- Gift cards
- Items returned without original packaging, dust bags, authenticity cards, or tags
Exchanges We recommend contacting our team at customercare@houseofclifton.com before initiating a return if you wish to exchange an item. Where possible, we will reserve your preferred alternative while your return is in transit, subject to availability.
Refunds Once your return has been received and inspected, we will notify you of the outcome within 3 business days. If approved, your refund will be processed to your original payment method within 10 business days.
If more than 15 business days have passed since your refund was approved, please contact us at customercare@houseofclifton.com.