Return Policy
At Ernest London, we take pride in the quality of everything we offer and want you to feel confident in every purchase. If something isn't quite right, we're here to help.
By placing an order on our website, you agree to the terms set out below.
Sale Items
Items purchased from our Sale, Summer, Promotional, or Discounted collections are final sale and are not eligible for a return or refund. A replacement may still be possible.
We encourage you to take a moment to review product descriptions, sizing information, and measurements before completing your purchase — we want you to love what you order.
Returns & Refunds
If you are not satisfied with your order, you may request a return and refund within 14 days of receiving your item. To be eligible, items must be returned unworn, unwashed, undamaged, and in their original condition with all tags still attached. Trying on the item is permitted, but wearing it beyond a try-on is not.
All return shipping costs are the responsibility of the customer, including international shipping and any customs-related charges.
Replacements
Prefer a replacement over a refund? We're happy to arrange that too — including for sale items. A shipping fee applies to all replacements, which is the responsibility of the customer.
Return Procedure
- Submit your return or replacement request by email to info@ernestlondon.com within 14 days of receiving your order.
- Once approved, you will receive the return address from our supplier. Please note that our suppliers are located internationally, including in China.
- The original item must be sent back entirely at your own expense, including shipping costs, customs charges, handling fees and restocking fees.
- We strongly recommend using a tracked shipping method with delivery confirmation.
- Requests sent without prior approval may not be accepted.
Refunds
Once the returned item has been received and verified to meet our conditions, the refund will be processed within 14 days. Refunds are issued via the original payment method. Original shipping costs are non-refundable.
Liability
- We are not liable for lost return shipments where tracking confirms delivery to the address provided.
- If an incorrect delivery address is entered at checkout, this remains the responsibility of the customer.
- Address errors must be reported within 24 hours of placing your order. After this point, changes may no longer be possible due to order processing.
Order Cancellations
Once an order has been placed, it cannot be cancelled.
If you need to amend your order, such as correcting your shipping address or updating your contact details, please contact us at info@ernestlondon.com within 24 hours of placing your order. While we will do our best to accommodate your request, modifications can only be made before the order has been processed.
Please ensure that all order details, including your selected items, size, shipping address, and contact information, are correct before completing your purchase.
If you no longer wish to keep your item after receiving it, you may request a return in accordance with our Policy, provided the item is eligible for return.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery by emailing info@ernestlondon.com.
To help us resolve the issue as quickly as possible, please include:
- Your order number.
- Clear photos of the item outside of its packaging showing the damage or incorrect product.
Once we have reviewed your request, we will arrange a free replacement where applicable.
Please note that, in accordance with our policy, damaged, defective, or incorrect items are eligible for a replacement only and are not eligible for a refund. Replacement items are shipped free of charge.
Contact
If you have any questions about this policy, we'd love to hear from you.
