Returns Policy

We very much hope that you are happy with your purchases, but if for some reason you wish to return them, here are our guidelines:

As an independent retailer we only accept and assist with goods purchased directly from our Covent Garden Store at 37 Earlham St, WC2H 9LD, London and this website, www.shop.uk.flylondon.com

We are pleased to refund or exchange unworn and unmarked goods, returned with the original packaging and box in a saleable condition, accompanied the purchase invoice within 14 days of the purchase date.

In accordance to your rights we will be pleased to refund any justified complaints goods that are found to be defective as to quality description or performance.

We are more than happy to process a full refund on all items, as long as they are returned in an unworn and undamaged condition.

All refunds will be credited to the same Debit/Credit card on which the order was placed, within 10 working days of Fly London receiving the item. However it may take longer to appear on your account depending on your account provider.

We will not accept any email confirmations as proof of purchase.

Where do I send my return?

Send the item(s) back to Fly London using the address label on your invoice, preferably in the original packaging. Your parcel is your responsibility until it reaches us, so we recommend that you obtain proof of posting from Royal Mail (UK only) or another registered delivery service.

The cost of returning the goods to Fly London is the customer's responsibility, unless the goods are damaged, faulty or incorrect. If this is the case the cost will be refunded. In cases where the cost of returning the damaged, faulty or incorrect item may seem excessive, please contact Fly London to discuss the cost. The cost of returning the goods may be withheld if deemed to be excessive.

Can I return my online purchase directly to the Fly London store for a refund?

You may return your online purchase to the Fly London store personally. You will need to take the paperwork that accompanied your order with you to the store as proof of purchase.

What is your refund policy for goods bought in sale?

All sale items purchased online are refundable but must be returned within seven days of receipt, in an unworn "as new" condition. All items will be refunded at the price actually paid. If you have any queries regarding returning sale items, please called Customer Services on 020 7204 4236. Such items returned to stores must be accompanied by the original paperwork that accompanied your order.

How do I cancel my order under the distant selling regulations?

Under the UK Distance Selling Regulations, you have 7 working days from the day after you receive your goods to cancel the contract for your order with Fly London.

In this case we will issue you with a full refund. You will need to return the entire order at your cost if you have already received it. In all cases, the goods must be in their original condition and unworn. Your refund will usually be processed within 10 days upon receipt.

Statutory Rights

Your statutory rights are not affected by our returns policy.

Damaged on Arrival

If the product packaging is damaged on arrival and you feel this is unacceptable and detrimental to the product, it should be refused at point of delivery.

If the package is signed for on your behalf and you discover the damage later, the issue needs to be flagged within 24 hours for Fly London to consider the claim.

After this time lapses unfortunately we will not be able to assist with a claim for the goods.

Delivery Errors / Problem with Goods

If you believe that the goods that you have received are not the same as those which you had ordered. Please follow the instructions below:

Please contact our customer services department on 020 7240 4236 who will check availability.

Send the item(s) back to Fly London using the address on the returns form, preferably in the original packaging. Your parcel is your responsibility until it reaches us, so we recommend you obtain a certificate of posting from the Royal Mail (UK only) or another registered delivery service.

If you are returning the product because of an error on our part, Fly London will be happy to refund you the costs involved in sending the item back to us as well as your original postage costs.

We will contact you once we receive your parcel.

Exchanges

If you wish to exchange your item for another Fly London product, we cannot guarantee that your chosen exchange will be available. Please contact our customer services department on 020 7240 4236 who will check availability.

If we are able to provide you with an exchange we will hold the item you wish to exchange until we receive back the original purchase. We will only hold the item for 7 days. In cases where we are not able to provide an exchange due to the item being received after the7 day cut off we will provide a refund. We will always make contact with you before any action is taken.

Responsibility

PLEASE NOTE: If you are returning products please remember they are your responsibility as a customer until they reach us.

For your own protection we recommend that you send any returns using a delivery service that insures you for the value of the goods for example Royal mail special or recorded delivery in the UK.