Returns and Refund Policy
Last updated: 9 September 2026
At Clara Whitmore London, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work.
This policy applies to purchases made through clarawhitmorelondon.com.
30-day money-back guarantee
We offer a 30-day money-back guarantee.
If you are not happy with your order, or if something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, email us at:
Please include:
- Your full name
- Your order number
- The email address used for the order
- The reason for the return
- Clear photos if the item is damaged, faulty or incorrect
- Any details that help us understand how we can assist you
Our team will review your request and reply with the next steps.
Return approval
Please do not send any items back before contacting us.
All returns must first be requested through Clara Whitmore London by email.
If your return is accepted, we will provide the return instructions and the correct return address.
In many cases, returns must be sent directly to our supplier, which may be located in China.
Return shipping costs
For change-of-mind returns, size changes or items that are no longer wanted, the customer is responsible for the return shipping costs, unless otherwise required by applicable law.
If the provided return address is with our supplier in China, the customer is responsible for arranging and paying for the return shipping to that address.
We strongly recommend using a tracked shipping service. Clara Whitmore London cannot confirm or complete a return until the returned parcel has been received by the supplier or designated return location.
If an item is faulty, damaged or incorrect, please contact us before arranging a return so we can provide the appropriate solution in accordance with your applicable consumer rights.
Tracking required for returns
For an approved return, the customer should provide valid return tracking details.
A refund will normally be processed once the returned item has been received and inspected by the supplier or designated return location.
If a returned parcel is lost in transit and cannot be confirmed as delivered, we may not be able to process the refund.
Condition of returned items
To be eligible for a return under our 30-day money-back guarantee, the item should be:
- Unworn
- Unwashed
- Unused
- In its original condition
- With its original tags and packaging where possible
Items that show signs of wear, washing, use, damage, perfume, stains, makeup marks or alterations may not be accepted under our voluntary return policy.
This does not affect any statutory rights you may have in relation to faulty, damaged or incorrectly supplied goods.
Items that may not be eligible for return
Certain items may not be eligible for change-of-mind returns under our voluntary return policy, including:
- Gift cards
- Final sale items, where clearly stated
- Certain personal or hygiene-related items where a legal return exemption applies
- Items that have been worn, washed or used beyond what is reasonably necessary to inspect them
- Items returned without first contacting us
These exclusions do not limit any statutory rights you may have under applicable UK consumer law.
Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:
Please include your order number, a description of the issue and clear photos of the item and packaging where appropriate.
We will review the issue and work with you on a suitable solution.
Your statutory rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods are not excluded or limited by this policy.
UK consumer rights
Nothing in this policy limits or excludes any statutory rights you may have under applicable UK consumer law.
Depending on the circumstances, consumers may have statutory rights to cancel certain online purchases and rights to remedies where goods are faulty, damaged, not as described or otherwise fail to meet applicable legal requirements.
Our 30-day money-back guarantee is offered in addition to these statutory rights and does not replace them.
Refund processing
Once your return has been received and approved, we will notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Please allow additional time for your bank, card provider or payment provider to process and display the refund.
Exchanges
We may offer an exchange or another suitable solution depending on the situation and product availability.
Please contact us at:
We will review your request and let you know what options are available.
Order cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to cancel it before dispatch.
If your order has already been processed or shipped, it may no longer be possible to stop the shipment. This does not affect any statutory cancellation or return rights that may apply to your purchase.
Contact us
For return, refund or order questions, contact us at: