Return Policy
5.2 Return Policy
Last updated: 7 July 2026
At Aldwych London, we do our best to ensure that our customers are satisfied with their purchase. However, we understand that you may sometimes wish to return an item.
Please read our Return Policy carefully before making a purchase. If you have any questions or concerns, please contact us first at info@aldwychlondon.com.
1. How we operate
Aldwych London operates using a direct-from-supplier model. To reduce waste and limit unnecessary stock, we do not keep large quantities of inventory ourselves.
Some items may be shipped directly from our supplier, which may be located outside the United Kingdom, including China. This means that, in some cases, returns may need to be sent to our supplier’s return address in China.
The correct return address will always be provided to you after your return request has been approved. Please do not send any item back before contacting us first.
2. Return period and how to request a return
You may request a return within 14 days after receiving your order.
To request a return, please contact us by email at:
Please include the following information in your email:
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Your order number
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Your full name
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The item you wish to return
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The reason for the return, if applicable
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Clear photos if the item is damaged, defective, incorrect, or not as described
For standard change-of-mind returns, you do not need to provide a reason, but we may ask for basic information to process your request correctly.
After your return request has been reviewed, we will provide you with the correct return instructions and return address.
3. Return conditions
To be eligible for a return, the item must be:
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Unused
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Unwashed
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Undamaged
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In its original condition
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Returned with all labels, tags, and original packaging where possible
You may try on clothing items in the same way you would in a physical shop, but items must not be worn, used, washed, damaged, stained, or altered.
If an item is returned in a condition that shows it has been used beyond normal inspection, we may reduce the refund amount to reflect any loss in value.
4. Items excluded from return
For health and hygiene reasons, certain items may not be eligible for return once opened, used, or unsealed, unless they are faulty or not as described.
This may include, but is not limited to:
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Underwear
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Swimwear
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Earrings and certain jewellery items
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Personal care or hygiene-related products
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Custom-made or personalised items
Sale items have the same statutory return rights as full-price items where required by applicable consumer law.
5. Return costs and process
Unless the item is faulty, damaged, incorrect, or not as described, the customer is responsible for the cost of returning the item.
Return costs may include international shipping costs and any applicable customs or handling fees.
If the return address provided is outside the United Kingdom, including China, the customer is responsible for arranging and paying for the return shipment, unless we have confirmed otherwise in writing.
We strongly recommend using a tracked shipping method. You are responsible for keeping proof of postage and tracking information. Without proof of postage, we may be unable to process your return if the parcel is lost in transit.
6. Customer-friendly alternatives
Because international returns can be expensive and time-consuming, we are happy to review alternative solutions where appropriate.
Depending on the situation, we may offer a partial refund, discount, replacement, or another suitable solution by mutual agreement via email.
Please always contact us at info@aldwychlondon.com before returning an item.
7. Faulty, incorrect, or damaged items
If there is a problem with your order, for example if the item is damaged, defective, incorrect, or not as described, please contact us within 14 days of receiving your order.
Email us at:
Please include:
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Your order number
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A clear description of the issue
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Clear photos or videos showing the problem
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Photos of the packaging, if relevant
Without clear photos and a description of the issue, we may not be able to assess your claim properly.
Once we have reviewed the information, we will work with you to find a suitable solution as quickly as possible. This may include a replacement, repair, partial refund, or full refund, depending on the situation and your statutory rights.
8. Refunds
Once your returned item has been received and inspected, we will notify you by email whether your return has been approved.
If approved, your refund will be processed to your original payment method.
Refunds will be issued within 14 days after we have received the returned item or after you have provided valid proof that the item has been sent back, whichever is earlier.
For eligible cancellations and returns, the standard delivery cost paid at checkout may also be refunded where required by applicable consumer law. Any extra delivery costs for express or premium shipping are not refundable beyond the standard delivery cost.
Please note that it may take additional time for your bank or payment provider to process and show the refund in your account.
9. Cancellations
If you wish to cancel an order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we may be able to cancel it.
If your order has already been processed or dispatched, you may need to wait until the item has been delivered and then follow the return process described in this policy.
Please contact us first if you have any issue with your order, so we can help resolve the matter quickly.
10. Chargebacks and payment disputes
If you have a question or problem with your order, please contact us first at info@aldwychlondon.com before opening a chargeback or payment dispute.
We are happy to review your case and work with you to find a fair solution.
Opening a chargeback without contacting us first may delay the resolution process.
11. Delivery issues and incorrect addresses
Aldwych London is not responsible for delivery issues caused by an incorrect or incomplete address provided by the customer.
Please make sure your shipping address is correct before placing your order.
If you notice an error in your shipping address, please contact us within 24 hours of placing your order at:
If the order has already been processed or dispatched, we may not be able to change the address.
If tracking shows that the parcel has been delivered to the address provided by the customer, we may not be responsible for replacing or refunding the order, unless required by applicable law.
12. Contact details
For all return requests, questions, or complaints, please contact us at:
5.3 Terms and Conditions
Last updated: 7 July 2026
These Terms and Conditions apply to all purchases made through the website of Aldwych London, operating from Adriaen Janszpad 3 and reachable via info@aldwychlondon.com.
By placing an order with Aldwych London, you agree to these Terms and Conditions, as well as our Return Policy, Shipping Policy, Payment Policy, Privacy Policy, and Cookie Policy.
Please read these Terms carefully before placing an order.
1. Applicability
These Terms and Conditions apply to every offer, order, purchase, and agreement between Aldwych London and the customer.
By placing an order on our website, you confirm that you have read, understood, and accepted these Terms and Conditions.
Nothing in these Terms and Conditions affects your statutory consumer rights.
2. Product information
We do our best to describe our products as accurately and clearly as possible. However, small differences may occur.
Please note that:
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Product colours may appear slightly different depending on your screen settings
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Product measurements may vary slightly
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Product images are for illustration purposes and may differ slightly from the actual product
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Typographical errors, pricing errors, or incorrect product information may occur
If we discover an obvious error in the price, description, or availability of a product after you have placed an order, we reserve the right to contact you and, where necessary, cancel or adjust the order in accordance with applicable law.
3. Orders and payment
Orders are processed only after full payment has been received.
Payments are processed securely through our payment provider:
Shopify Payments
Available payment methods may differ depending on your country, location, currency, or the options shown at checkout.
The customer is responsible for ensuring that all order details, including the shipping address, email address, and selected products, are correct before completing the purchase.
Once an order has been placed, you will receive an order confirmation by email.
4. Processing and delivery
Our estimated processing time is:
1 to 3 business days
After processing, the estimated delivery time is usually:
1 to 7 business days, depending on your location and the delivery circumstances.
Our shipping partner is:
Royal Mail
Some products may be shipped directly from our supplier, which may be located outside the United Kingdom, including China. In such cases, international shipping, customs processing, or import procedures may affect delivery times.
Delivery times are estimates only and are not guaranteed. Delays may occur due to high order volume, public holidays, customs procedures, courier delays, incorrect address details, or circumstances outside our control.
If your order is delayed, please contact us at info@aldwychlondon.com so we can help investigate the status of your shipment.
5. Customs, duties, and import charges
Depending on your location and the shipping route, customs duties, import taxes, or handling fees may apply.
Where applicable, these costs may be charged by customs authorities or delivery partners and are the responsibility of the customer, unless stated otherwise at checkout or required differently by applicable law.
Aldwych London is not responsible for delays caused by customs checks or import procedures.
6. Returns and cancellations
Please see our separate Return Policy for full details about returns, refunds, exchanges, and cancellation rights.
If you wish to cancel an order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we may be able to cancel it.
If your order has already been processed or dispatched, cancellation may no longer be possible before delivery. In that case, you may need to wait until the item has been delivered and then follow our return process.
This does not affect any statutory cancellation rights you may have under applicable consumer law.
7. Refunds and payment disputes
Refunds are handled in accordance with our Return Policy and applicable consumer law.
If you have a problem with your order, please contact us first at:
We will review your case and work with you to find a fair solution.
Opening a chargeback or payment dispute before contacting us may delay the resolution process. However, nothing in these Terms limits any legal rights you may have through your payment provider or under applicable law.
8. Customer responsibilities
The customer is responsible for:
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Providing accurate and complete order information
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Providing the correct delivery address
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Checking the order confirmation carefully
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Contacting us quickly if an error has been made
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Following the return instructions before sending an item back
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Keeping proof of postage when returning an item
If you notice an error in your shipping address, please contact us within 24 hours of placing your order at:
If the order has already been processed or dispatched, we may not be able to change the address.
9. Delivery issues and lost parcels
Aldwych London is not responsible for delivery issues caused by incorrect or incomplete address details provided by the customer.
If tracking shows that a parcel has been delivered to the address provided by the customer, we may not be responsible for replacing or refunding the order, unless required by applicable law.
If your parcel appears to be lost or delayed, please contact us so we can assist you in checking the tracking information and contacting the delivery partner where possible.
10. Faulty, incorrect, or damaged products
If you receive an item that is faulty, damaged, incorrect, or not as described, please contact us as soon as possible at:
Please include:
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Your order number
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A clear description of the issue
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Clear photos or videos showing the problem
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Photos of the packaging, if relevant
We will review the issue and offer a suitable solution in accordance with your statutory rights. This may include a replacement, repair, partial refund, or full refund, depending on the situation.
11. Liability
We are responsible for providing products that match the description, are of satisfactory quality, and are fit for their intended purpose, as required by applicable law.
To the fullest extent permitted by law, Aldwych London is not liable for indirect loss, loss of profit, loss of business, or damage resulting from misuse of products or circumstances outside our reasonable control.
Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for faulty goods, goods that are not as described, or any other rights that cannot legally be excluded.
12. Intellectual property
All content on our website, including text, images, product photos, logos, designs, graphics, branding, and layout, belongs to Aldwych London or its licensors.
You may not copy, reproduce, distribute, modify, or use any content from our website without prior written permission from Aldwych London.
13. Complaints procedure
If you have a complaint about your order, product, delivery, or our service, please contact us by email at:
Please include:
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Your full name
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Your order number
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A clear description of the complaint
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Photos or videos, if the complaint relates to product quality, size, damage, or defects
We aim to respond to complaints within 5 business days.
14. Changes to these Terms
Aldwych London reserves the right to update or amend these Terms and Conditions at any time.
The version published on our website at the time of your order will apply to your purchase.
15. Governing law
These Terms and Conditions are governed by the laws of the Netherlands.
If you are a consumer in the United Kingdom or another country, this does not affect any mandatory consumer protection rights you may have under the laws of your country of residence.
Any disputes will first be handled through direct communication with Aldwych London. If a dispute cannot be resolved, it may be submitted to the competent court, unless mandatory consumer law provides otherwise.
16. Contact details
For questions about these Terms and Conditions, your order, or our policies, please contact us at:
Aldwych London
Adriaen Janszpad 3
3078 WB Rotterdam
The Netherlands
Email: info@aldwychlondon.com