FREE Returns

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 within 14 days at the address below requesting an exchange or refund, if you purchased from the UK or Europe, and 21 days if you purchased from the Rest of the World. 

To request a return please email sales@troylondon.com and your free Collect+ label will be emailed to you to affix to your package. THIS SERVICE IS ONLY AVAILABLE WITHIN THE UK. You can locate your local Collect+ point here.

Please ensure that you fill out the returns form that came with your purchase and send it to us with the returned items. Returns can only be processed with the form.

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

All goods will be inspected on return and must be in their original condition with their tags intact in order for an exchange or refund to be granted. 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 14 day returns period will not be eligible for a refund and will be returned to the customer.

Please keep your postage receipt until we have acknowledged receipt of your item(s).We will email you to confirm when a return has been received and 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.

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.

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 arrange additional payment.  It is important therefore that you provide your principal contact telephone number on the returns form.

Please send all returns or exchanges to our distribution centre at :

Troy London Merchandise Limited,
Hilborough House,
Hilborough,
Thetford,
Norfolk
IP26 5BQ

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 purchase. TROY cannot take responsibility for returns received in a damaged condition without prior notice.

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 14 days.