Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

Return eligibility

To be eligible for a return, your item must be in the same condition in which you received it: unworn or unused, with all original tags attached and in its original packaging. You will also need your receipt or proof of purchase.

Starting a return

To request a return, contact us at support@gentlemanlondon.com and provide:

• Your order number

• The reason for your return

• Your contact details

• Photographs of the item if it is damaged, defective or incorrect

Returns must be requested and approved before any item is sent back. If your return request is accepted, we will provide you with return instructions and the authorised return address.

Returning your item

Once your return has been approved:

1. Wait until you have received our return instructions and authorised return address.

2. Ensure the item is unused, unworn and returned in its original condition, with all tags and original packaging.

3. Arrange and pay for the return postage using a courier of your choice.

4. Use a tracked shipping service and retain your tracking number and proof of postage.

5. Send the tracking number to support@gentlemanlondon.com so that the return can be monitored.

The authorised returns address provided to you is located in China only. Returns sent to any other address, or sent without first receiving approval and the correct return instructions, will not be accepted.

Returns are sent at the customer’s own cost and risk. We cannot accept responsibility for parcels that are lost, delayed or held by customs during the return journey.

Without a valid tracking number, we may be unable to trace the parcel or confirm that it has been delivered. If we cannot verify receipt of the returned item, we may be unable to issue a refund.

Damages and issues

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged or incorrect. This allows us to assess the issue and provide an appropriate resolution.

Please include clear photographs showing the problem when contacting us.

Exceptions and non-returnable items

Certain items cannot be returned, including perishable goods such as food, flowers or plants; personalised or custom-made products; and personal care goods such as beauty products.

We also cannot accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have any questions about whether your item can be returned.

Unfortunately, gift cards cannot be returned. Your statutory rights regarding faulty, damaged or misdescribed products are not affected.

Exchanges

The fastest way to receive a different item is to return the item you currently have. Once the return has been accepted, you can place a separate order for the replacement item.

UK and European Union 14-day cooling-off period

If an order is shipped into the European Union, you have the right to cancel or return it within 14 days of delivery, for any reason and without providing justification.

The item must be returned in the same condition in which it was received: unworn or unused, with all original tags attached and in its original packaging. You will also need your receipt or proof of purchase.

Refunds

We will notify you after we have received and inspected your return. We will then confirm whether your refund has been approved or refused.

If approved, the refund will be issued automatically to your original payment method within 10 business days. Please remember that your bank or credit card provider may require additional time to process and display the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@gentlemanlondon.com.