To start the return process for your order, please enter your email address or phone number and the order number below.

TROY LONDON RETURNS & EXCHANGES POLICY

We very much hope that you will be delighted with your purchases from TROY but if for any reason you are not happy with your item(s) you may return them to us for an exchange or refund.

 

All goods will be inspected on return and must be in their original condition with their tags intact. Please note that items returned worn, stained with perfume, make-up or deodorant stains and / or odour, washed, or handled inappropriately, or returned outside of the returns period (see below) will not be eligible for a refund and will be returned to the customer.

 

Please note that we are unable to refund goods that we have not received and we cannot accept responsibility for goods damaged in transit during their return to us.

 

To return your item(s) simly enter your email address and order number in the fields above and click Start. Follow the instructions and select the item(s) you wish to return. You will get a confirmation email with your CollectPlus return label once the return request is approved.

 

Please keep your postage receipt until we have acknowledged receipt of your item(s). Once your return is received and inspected, we will send you an email to notify you that we have received your return item(s). We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed. We aim to credit our customers' accounts within 14 days of cancellation but please allow up to 30 days for a refund to be made to your credit or debit card.

 

SALE items

Any item bought in the SALE or at a reduced price using a gift code may be exchanged if notification is received within 14 days but will not be eligible for a refund.

 

Please note any items bought from the Sample and Seconds SALE is no returnable.

 

FREE returns within the UK

You may return your item(s) to us free of charge if notification is received within 14 days if you are based in the UK.

 

Returns for Europe / Rest of the World

Please note, shipping costs incurred for returning item(s) from Europe / Rest of the World are not covered or reimbursed by us. You may return your item(s) from outside the UK within 21 days.

  

Exchanges

Where items have been returned in exchange for other items, we will need to contact you in order to place a new order for the new items. The original order will be refunded, and the new order will be debited and issued with a new reference number.

 

In cases where the value of the items chosen for exchange is greater than the value of your returned items, we will need to arrange additional payment. It is important therefore that you provide your principal contact telephone number on the returns form.

 

In the interests of security we do not store all the required parts of your card details needed to take payment. In the short term, we do hold the required parts of your card details to allow us to complete a refund to your card should you return items to us within the permitted returns period.

 

Faulty Items

TROY checks all of its products before sending them but if there is a fault with your order when it arrives please notify us immediately and we will get in touch as soon as we can to arrange for the swift collection and replacement of your puchase. TROY cannot take responsibility for returns received in a damaged condition without prior notice.

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