Return Refund Policy

Return & Refund Policy

Last Updated: June 16, 2026

At Westbury London, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are happy to assist you. Please read our Return & Refund Policy carefully before requesting a return.

For any questions regarding returns, refunds, exchanges, or order issues, please contact us first at:

 

1. How Our Business Operates

Westbury London operates using a direct supplier fulfillment model.

To reduce unnecessary waste, overproduction, and environmental impact, we do not maintain large local inventories. Certain products are shipped directly from our international fulfillment partners and suppliers.

As a result, approved returns may need to be sent to the supplier's designated return facility, which may be located outside the United Kingdom, including China.

We strongly recommend contacting our customer support team before returning any item.

2. Return Eligibility & Return Requests

You may request a return within 30 days of receiving your order.

To initiate a return request, please contact us at:

 

Please include:

  • Your full name

  • Order number

  • Reason for the return request

  • Supporting photos if applicable

Returns cannot be requested before the item has been physically delivered and received.

Return requests submitted after the return period may not be accepted.

If your return request is approved, we will provide the appropriate return instructions and return address.

3. Return Conditions

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

  • The item must be unused and unworn.

  • The item must be unwashed.

  • The item must be free from damage caused by the customer.

  • Original tags, labels, packaging, and accessories must still be attached and included.

  • The item must be returned in its original condition.

Items may be tried on for sizing purposes but must not show signs of use.

Returns that do not meet these conditions may be refused.

4. Non-Returnable Items

For hygiene, health, and safety reasons, certain items cannot be returned unless they arrive damaged, defective, or incorrect.

These may include:

  • Swimwear

  • Undergarments

  • Earrings and certain jewelry items

  • Beauty and personal care products

  • Customized or personalized products

  • Gift cards

Westbury London reserves the right to determine whether an item falls within these categories.

5. Return Shipping Costs

Unless an item arrives damaged, defective, or incorrect, return shipping costs remain the responsibility of the customer.

Customers are responsible for:

  • Return shipping fees

  • International shipping costs

  • Customs duties

  • Import charges

  • Any additional carrier fees

Approved returns may need to be shipped to our supplier's designated return facility in China.

We highly recommend using a tracked and insured shipping service.

Westbury London cannot process a return without valid proof of shipment.

6. Alternative Resolution Options

Because international returns can be costly and time-consuming, we may offer alternative solutions where appropriate.

Depending on the situation, these solutions may include:

  • A partial refund

  • Store credit

  • A replacement item

  • A discount on a future purchase

These solutions are offered on a case-by-case basis and may allow customers to keep the product without needing to return it.

We encourage customers to contact us before arranging any return shipment.

7. Damaged, Defective, Incorrect, or Quality-Related Issues

If your item arrives:

  • Damaged

  • Defective

  • Incorrect

  • Significantly different from what was ordered

Please contact us within 30 days of delivery.

Your email must include:

  • Your order number

  • A detailed description of the issue

  • Clear photos showing the problem

Without sufficient photographic evidence, we may be unable to assess or process your claim.

Once reviewed, we will work with you to find a fair and appropriate solution.

8. Refund Process

Refunds are processed only after the returned item has been received and inspected.

If approved:

  • Refunds will be issued to the original payment method used for the purchase.

  • Processing may take up to 14 business days after approval.

  • Financial institutions may require additional processing time before funds appear in your account.

Original shipping charges are non-refundable unless otherwise required by law.

Westbury London reserves the right to deny refunds where return conditions have not been met.

9. Order Cancellations

Because orders are processed quickly through our fulfillment network, cancellations cannot be guaranteed once an order has been placed.

If an order has already entered processing, production, packaging, or shipment stages, cancellation may no longer be possible.

Customers should contact us immediately if they wish to request a cancellation.

10. Chargebacks & Payment Disputes

We encourage customers to contact our support team before opening a chargeback or payment dispute.

Most issues can be resolved quickly through our customer service team.

Initiating a chargeback while a support request is actively being handled may delay the resolution process.

Westbury London reserves the right to provide order records, tracking information, customer communications, and delivery confirmations to payment processors when responding to disputes.

11. Delivery Responsibility

Westbury London is not responsible for:

  • Delivery delays caused by carriers

  • Customs clearance delays

  • Incorrect addresses provided by customers

  • Failed deliveries resulting from customer error

If tracking information confirms delivery to the address provided during checkout, the order will generally be considered successfully delivered.

Customers are responsible for ensuring all shipping information is accurate at the time of purchase.

12. Address Changes

Address corrections must be requested within 24 hours of placing an order.

While we will do our best to accommodate changes, we cannot guarantee modifications once an order has entered processing.

Please contact:

 

as soon as possible if you notice an address error.

13. Contact Information

Westbury London

Email: info@thewestburylondon.com


 

Customer Support Hours:

Monday – Friday: 9:00 AM – 6:00 PM
Saturday: 9:00 AM – 4:00 PM
Sunday: Closed

We are always happy to assist and will do our best to find a fair solution for any issue regarding your order.