Refund policy

Return & Refund Policy

 

We operate a personal shopping and sourcing service specialising in clothing, footwear, bags and accessories. Unless otherwise stated, products are sourced specifically in response to customer orders.

Please read this Return & Refund Policy carefully before placing an order.

1. Orders Placed Specifically for You

Our products are generally sourced after an order has been placed. Once an order is confirmed, we may begin sourcing, purchasing, reserving or arranging delivery of the item specifically for you.

Customers should therefore carefully check the product description, size, colour, model, quantity and other order details before completing their purchase.

Where applicable, the customer may have a statutory right to cancel an online order under applicable UK consumer law. Nothing in this policy is intended to remove, exclude or restrict any statutory right that cannot legally be excluded or restricted.

2. Change-of-Mind Returns

Where a statutory cancellation right applies, you may notify us that you wish to cancel your order within the applicable cancellation period.

For standard goods purchased online, the cancellation period will generally expire 14 days after the day on which you, or a person nominated by you, receives the goods.

If you exercise a valid cancellation right:

  • You must clearly notify us that you wish to cancel the order.

  • You must take reasonable care of the goods while they are in your possession.

  • The goods must be returned within the applicable statutory period.

  • Unless otherwise required by law, you are responsible for the direct cost of returning the goods.

  • You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Where legally permitted, we may refuse or reduce a refund where an applicable statutory exception applies.

3. Personalised, Bespoke or Specially Customised Items

Certain products may be made, customised or specially sourced according to a customer's specific requirements.

Where an item is genuinely made to the customer's specifications or clearly personalised, the statutory cancellation right may not apply.

Examples may include items that:

  • have been personalised specifically for the customer;

  • have been altered or customised according to the customer's individual instructions;

  • have been specially produced according to specifications that are unique to the customer; or

  • cannot reasonably be resold because of the customer's specific requirements.

However, an item is not automatically treated as bespoke simply because we purchase or source it after receiving an order.

Where an item does not qualify for a statutory exception, any applicable statutory cancellation rights remain unaffected.

4. Items Not Eligible for a Change-of-Mind Return

Subject to your statutory rights, we may decline a change-of-mind return where:

  • the applicable statutory cancellation period has expired;

  • the item is genuinely personalised, bespoke or made to the customer's specifications and the applicable cancellation exception applies;

  • the item has been damaged, altered, washed, worn or otherwise used beyond what is reasonably necessary for inspection;

  • the item has been materially damaged or its value has been materially reduced while in the customer's possession;

  • the customer has failed to follow the applicable return procedure; or

  • the customer has failed to return the goods within the applicable statutory period.

Where legally permitted, any reduction in refund will reflect the actual diminution in value of the returned goods.

This does not affect your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods.

5. Condition of Returned Goods

For any return permitted under this policy or applicable law, customers should return the goods in a condition that allows us to properly inspect and assess them.

Customers are expected to keep the original packaging, tags, labels and accessories intact and to return them with the goods wherever reasonably possible.

For clothing, footwear, bags and accessories, this may include, where applicable:

  • original product tags;

  • brand labels;

  • original packaging;

  • shoe boxes;

  • dust bags;

  • protective covers;

  • boxes and packaging materials;

  • authenticity cards or certificates supplied with the product;

  • spare parts or accessories; and

  • any other items originally supplied with the product.

Customers should not wear, wash, alter, repair, modify or otherwise use the goods beyond what is reasonably necessary to inspect their nature, characteristics and functioning.

Where legally permitted, if the goods are returned without original tags, packaging, dust bags, shoe boxes or other items originally supplied with the goods, or if the goods have been handled beyond what is reasonably necessary for inspection and this results in a reduction in value, we reserve the right to make a reasonable deduction from the refund to reflect the actual diminution in value.

For high-value or branded items, customers should take particular care to retain all original packaging, tags, labels, boxes, dust bags and accessories.

Nothing in this section removes or restricts any statutory consumer rights.

6. Faulty, Damaged or Incorrect Items

If you believe that an item is faulty, damaged or materially different from the description provided at the time of purchase, please contact us as soon as reasonably possible after receiving it.

Please provide:

  • your order number;

  • a clear description of the issue; and

  • clear photographs or video where appropriate.

We may ask you to return the item so that we can inspect it.

Where the goods are defective, not as described or otherwise fail to meet applicable statutory requirements, we will deal with the matter in accordance with your statutory consumer rights.

Nothing in this policy excludes or limits rights that cannot legally be excluded or limited.

7. Inspection of Returned Goods

All returned goods may be inspected upon receipt.

We may check:

  • the condition of the product;

  • whether the product has been worn or used;

  • whether the product has been washed or altered;

  • the condition of tags and labels;

  • the condition of original packaging;

  • the presence of shoe boxes, dust bags and accessories where applicable; and

  • whether the goods correspond to the original order.

Where legally permitted, we may make a reasonable deduction from a refund where the value of the goods has been reduced as a result of handling beyond what is reasonably necessary for inspection.

Any such deduction will be based on the actual reduction in value and will not be applied as an automatic penalty.

8. Return Shipping

For a valid change-of-mind cancellation where the customer is legally responsible for the return cost, the customer is responsible for arranging and paying the direct cost of returning the goods.

We strongly recommend using a tracked and insured delivery service, particularly for high-value items, and retaining proof of postage.

We are not responsible for returned goods that are lost or damaged in transit where the customer has arranged the return.

Where goods are faulty, incorrect or not as described, we will deal with return costs in accordance with applicable consumer law.

9. Refunds

Once a valid return has been received, or where legally required once sufficient evidence of return has been provided, we will process the applicable refund within the period required by law.

Where a statutory cancellation right applies, the refund will generally include the cost of the standard delivery option originally selected.

Any additional amount paid for an upgraded or premium delivery method may not be refundable where permitted by law.

Refunds will normally be made using the original payment method.

We will not normally issue cash refunds or transfer refunds to a different payment method unless required by law or otherwise agreed.

Where a lawful deduction applies due to a reduction in the value of the returned goods, the applicable deduction may be made from the refund.

10. Delivery Delays

Our sourcing model means that some products may require additional time to obtain from suppliers or retailers.

Any estimated sourcing or delivery time provided before purchase is an estimate unless expressly stated otherwise.

If there is an unexpected delay, we will provide an update where reasonably possible.

Nothing in this section limits any statutory rights you may have if goods are not delivered within the legally required timeframe or within an expressly agreed timeframe.

11. Product Availability and Sourcing

Because products are sourced in response to customer orders, availability may change between the time an order is placed and the time we attempt to source the product.

If we are unable to source an ordered product, we will contact the customer and, where appropriate, provide the available options, which may include a refund.

We will not substitute an item with a materially different product without the customer's agreement.

12. Order Cancellation Before Sourcing

If you ask us to cancel an order before we have purchased or otherwise committed to the goods, we will consider the request where reasonably possible.

However, an order may already have entered the sourcing or purchasing process immediately after confirmation.

Where cancellation rights do not apply and we have already incurred costs or entered into non-recoverable commitments specifically because of your order, we may retain or deduct an amount to the extent permitted by applicable law.

Any such amount will be reasonable and related to the loss or costs actually incurred.

13. Refusal of Delivery

Refusing to accept a delivery does not automatically constitute a valid cancellation or return.

If you wish to cancel an order, please contact us and follow the cancellation and return procedure set out in this policy.

Where goods are returned to us because a customer refused delivery, any applicable refund will be assessed in accordance with this policy and applicable law.

Additional costs arising from an unjustified refusal of delivery may be the customer's responsibility where permitted by law.

14. Exchanges

We do not guarantee exchanges for a different size, colour or product.

Because products may be sourced specifically after an order is placed, an exchange may not be available.

Where an exchange is not possible, the customer's statutory rights will continue to apply where relevant.

15. Sale, Promotional and Discounted Items

Unless otherwise stated, sale, promotional and discounted items are subject to the same statutory consumer rights as full-price items.

A discount or promotional price does not remove or restrict statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.

Where a statutory cancellation right applies, promotional or discounted goods may also be cancelled and returned in accordance with applicable law.

16. Return Procedure

To request a return, cancellation or refund, please contact us before sending any goods back.

Please provide:

  • Full name

  • Order number

  • Date of purchase

  • Item(s) concerned

  • Reason for the request

  • Photographs or video where relevant

We will provide further instructions where a return is required.

Please do not send goods to an address other than the return address provided by us.

Returns sent without following the applicable return procedure may experience delays in processing.

17. Proof of Return

Customers are responsible for retaining proof of postage and tracking information when arranging a return.

For high-value items, we strongly recommend using a tracked and insured delivery service.

Where the customer is responsible for arranging the return, the customer should ensure that the parcel is adequately packaged to protect the goods during transportation.

18. Statutory Rights

Nothing in this Return & Refund Policy affects your statutory rights under applicable UK law.

In particular, consumers may have rights where goods are faulty, not as described, of unsatisfactory quality or not fit for their intended purpose.

Where applicable, consumers may also have statutory cancellation rights for online purchases.

Where this policy conflicts with a mandatory legal right, the applicable legal right will prevail.

19. Policy Updates

We may update this Return & Refund Policy from time to time.

The version of the policy applicable to an order will generally be the version in effect at the time the order was placed, subject to any mandatory legal requirements.

20. Contact Us

To request a return, cancellation or refund, please contact us at:

Email: uk@odettelondon.com

Please include your order number and sufficient information for us to identify the relevant order.

We will provide further instructions where required.

By placing an order with us, you confirm that you have read and understood this Return & Refund Policy.