Last updated: November 13, 2025                                                                                                                                                                                                                                                  Thank you for shopping with Casual London.
We want you to feel confident when purchasing from us. This Return & Refund Policy explains how returns, exchanges, and refunds work for orders placed on casual-london.com.

1. 30-Day Return Policy

We offer a 30-day return window.
You have 30 days from the date you receive your item to request a return.

To be eligible for a return, the item must be:

• Unused and unworn

• In the same condition you received it

• With all tags attached

• In the original packaging

• Accompanied by the receipt or proof of purchase

If any of these criteria are not met, we may be unable to process your return.

To start a return, please contact us at:

📧 info@casual-london.com

Returns will not be accepted without contacting us first.

2. Return Shipping Responsibility

Return shipping responsibility depends on the reason for the return:

A. If the item is defective, damaged, or incorrect:

We will cover the cost of return shipping and any restocking fees (if applicable).

B. If the item is not damaged and the correct item was delivered:

The customer is responsible for:

• Return shipping costs

• Any applicable restocking fees

You must follow the return instructions provided by our support team. Items sent without approval will not be accepted.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.
If the item is:

• Damaged

• Defective

• Incorrect

Contact us immediately at info@casual-london.com so we can evaluate the issue and provide a resolution.
In these cases, we will cover the return shipping costs.

4. Non-Returnable Items

For safety and hygiene reasons, certain items cannot be returned:

• Perishable products (food, flowers, plants)

• Custom or personalized items

• Personal care items (beauty, grooming, cosmetics)

• Hazardous materials, flammable liquids, or gases

• Digital gift cards

We also cannot accept returns on sale items, unless the item arrives damaged or defective.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

5. Exchanges

The quickest way to exchange an item is to return the original item first.
Once the return is accepted, you may place a new order for the replacement item.

6. EU 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the legal right to cancel your order within 14 days for any reason.

To qualify:

• The item must be unused and in its original condition

• Tags and packaging must be intact

• Proof of purchase is required

This right applies even if nothing is wrong with the product.

7. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

• Refunds are issued to your original payment method

• Processing time is typically within 10 business days

• Your bank or card issuer may take additional time to finalize the posting

If more than 15 business days pass after your refund approval and the refund has not appeared, please contact us at info@casual-london.com.

8. Contact Us

If you have questions about returns or refunds:

📧 info@casual-london.com