Return & Refund Policy

Last updated: June 2026

At Rowena London, your satisfaction is at the heart of what we do. If you are not completely happy with your purchase, you may return eligible items within 30 days of receiving your order. Please review the conditions and process outlined below.

1. Return Eligibility

To be eligible for a return, the following conditions must all be met:

• The item must be returned within 30 days of delivery.
• The item must be unworn, unwashed, and unused.
• The item must be in its original condition, with all tags still attached.
• The item must be in its original packaging.
• You must provide proof of purchase (order confirmation email or order number).

2. How to Initiate a Return

To start the return process, please follow these steps:

1. Contact us — Send an email to support@rowenalondon.com with your order number and the reason for the return.
2. Receive confirmation — We will review your request and send you a confirmation email with the return instructions and shipping address.
3. Ship the item — Pack the item securely in its original packaging and ship it, using a fully tracked service, to the return address shown below.
4. Refund processing — Once we receive and inspect the returned item, we will process your refund. You will be notified by email once the refund has been issued.

3. Return Shipping Costs

Return shipping costs are the responsibility of the customer. A fully tracked and traceable shipping service is mandatory for all returns: a valid tracking number must be provided so that delivery to our returns centre can be verified. We cannot be held responsible for items lost, delayed, or damaged during the return shipment, and any return sent without a valid tracking number cannot be accepted or refunded.

4. Right to Cancel

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason. Our 30-day return window is more generous than this statutory minimum.

To exercise your right to cancel, you must notify us at support@rowenalondon.com with a clear statement of your decision to cancel the purchase (for example, by email, including your order number). You then have a further 14 days from the date of notification to return the goods to us. The cancellation is completed once we receive the returned products.

5. Order Cancellations Before Dispatch

As we operate a fully automated order processing system, orders are fulfilled immediately after being placed. For this reason, it is not possible to interrupt the shipping process once an order has been submitted.

If your order has already been dispatched, cancellation is not possible at that stage. In this case, please wait until you receive the items and then initiate a return as described above. You are welcome to notify us in advance of your intention to return the order.

6. Refund Process

Once your return has been received and inspected, we will send you an email confirming whether your refund has been approved. If approved:

• Your refund will be processed to your original payment method.
• Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.

A refund cannot be processed without the return of the product(s). Items must be shipped back and received by us before any refund can be issued.

7. Damaged, Defective or Incorrect Items

Under the UK Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, and as described. If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at support@rowenalondon.com with:

• Your order number
• A description of the issue
• Photos of the item and packaging

We will review your claim and work with you to find a satisfactory resolution, which may include a replacement or full refund. In the case of faulty goods, return shipping costs will be covered by us.

8. Non-Returnable Items

The following items are not eligible for return or refund:

• Items marked as final sale or non-returnable at the time of purchase
• Items that have been worn, washed, altered, or damaged by the customer
• Items returned without original tags or packaging
• Earrings and similar pierced jewellery, for hygiene reasons

This does not affect your statutory rights in relation to faulty or misdescribed goods.