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RETURNS & REFUNDS POLICY
We want you to love every NE LONDON piece. If something isn't quite right, we make returns and refunds simple.
Last updated: November 2026
Time limits
| Request a return or exchange | Within 14 days of delivery |
| Send the items back | Within 14 days of telling us |
| Faulty or damaged items | Tell us within 30 days |
Under UK consumer law you can cancel an online order within 14 days of receiving it.
Return conditions
- Items must be unworn, unwashed and in their original condition, with all tags attached.
- Items must be returned in their original packaging where possible.
- Sets bought as a complete set must be returned as a complete set.
- Items shown for styling only (marked as not included on the product page) are not part of your order.
- For hygiene reasons, items that have been worn, washed, altered or damaged after delivery cannot be accepted.
How to return
- Email nelondon@gmail.com with your order number and the item(s) you want to return or exchange.
- We'll reply with the return address and instructions.
- Pack the items securely and keep your proof of postage.
Return postage is paid by the customer, unless the item is faulty or we sent the wrong item. Exchanges: tell us the size you'd like and we'll send it as soon as your return arrives, subject to availability.
Refund process
Once your return arrives, our team checks that the items meet the return conditions. We then email you to confirm whether your refund has been approved.
Approved refunds are made to your original payment method. Original shipping costs are refunded only if you return your whole order within the 14-day cancellation period, or if the item is faulty.
Refund timelines
| Inspection of your return | 1–3 working days after it arrives |
| Refund issued | Within 14 days of receiving the items (or proof you sent them) |
| Money back in your account | Usually 3–10 working days, depending on your bank |
If you haven't received your refund after this time, please check with your bank first, then contact us.
Faulty or wrong items
If an item arrives faulty, damaged or not as ordered, contact us within 30 days with your order number and a photo. We'll replace or refund it, including the return postage.
Questions?
Email nelondon@gmail.com or use our contact form.
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