Returns
RETURNS & REFUNDS
We hope you'll love everything you buy from ONE LORD APPAREL, but we promise a full refund if you're unhappy with your purchase.
1. RETURNS POLICY
For a full refund, return your unworn, unused and undamaged item(s) to us within 14 days from the date shown on your dispatch note. You can expect your refund 14 days from the date we receive your returned item(s), or, if you choose to send us proof of postage, from the day we receive evidence you’ve returned your goods and they’re on their way to our warehouse.
For all International customers, please return unsuitable items within 30 days of the date you receive the parcel.
Please also note: Goods that are damaged, or show signs of wear and tear, may result in deductions from your refund to make up for any value lost.
2. FAULTY GOODS
If the goods we have supplied are faulty, you may return them and receive a refund, provided you do so within 7 days of discovering the fault.
It is advisable to contact us with photo evidence if possible of the fault at the time the product is received.
Please note that we may not be required to provide a refund if you continue to use the goods after discovering the fault.
3. DO I NEED TO NOTIFY YOU IF I WANT TO RETURN AN ITEM?
If you want to return your goods in accordance with our Returns Policy for unwanted or faulty goods, you need to contact us on [email protected], or by using the details on your receipt.
4. HOW DO I RETURN AN ITEM?
We have a simple 3 stage method of returning products that customers should follow to handle the return as quickly as possible!
Step 1 - NOTIFY
Contact us on [email protected], or via any other contact method to assist with any queries or processes needed for approval of the return.
Step 2 - PACK
We recommend using the same packaging the product came in, with its original tags and labels and also include the returns form inside the package.
Step 3 - POST
For free UK returns.
We now offer a FREE reimbursement Returns service through MyHermes parcelshop where you can return your parcel at over 3000 local convenience stores across the UK mainland and Northern Ireland.
Please follow the below process for returning your parcel to us when using our FREE MyHermes return service:
1. Use the returns address provided on the returns form included in your order.
2. Click here to purchase your return service and find your nearest parcel shop.
3. Enter your details and complete payment and follow the instructions provided by MyHermes Parcelshop to drop the package so it can be on it's way to us quickly.
Please note: that without proof of purchase and tracking (myhermes only) we cannot guarantee a full refund or reimbursement of postage (myhermes only) of your order.
To return using the Post Office
To Return the package by using the Post Office counters, request a free "proof of postage certificate" from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
Keep your certificate of postage safe as you will need this as your proof of return.
Please note: The cost of postage via the post office cannot be reimbursed. For a FREE reimbursement service use the MyHermes service. Details are provided below.
International Returns
International customers must return the item to the specified returns address included in the order using a tracked service that we are able to access.
In the event that a tracked service is not used and product is not received by us, we are unable to provide a full refund. Please contact us for further information and recommendations on international returns.
5. HOW MUCH DOES IT COST TO RETURN AN ITEM?
UK Returns are free only when using the MyHermes parcelshop service!
We do not offer a free service for customers opting to use the Post Office, returns will be made at your own cost.
We're sorry, but we are unable to offer a free returns service to our international customers. Simply return your items to returns address provided in the package within 30 days of the date on your dispatch note. Please note, that returns will be made at your own cost.
6. HOW LONG WILL MY REFUND TAKE TO BE PROCESSED?
We aim to process your return and refund you within 14 days from the day that we receive your returned goods.
In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from the Post Office, MyHermes or international courier as proof of postage. We reserve the right to refuse a refund if you are unable to provide proof of posting.
If you live in the UK or European Union and wish to return a faulty item(s) please alert us via the'Contact Us' form or on [email protected].
Once we receive your faulty goods we will reimburse you the delivery cost paid at the time of purchase. We will refund any money received from you using the same method originally used by you to pay for your purchase.
7. CAN I EXCHANGE AN ITEM?
Unfortunately, we are not able to process exchanges at this moment in time. If you would like to return an item, please return your item as outlined in the above sections and we will happily process a refund for you.
We hope that clears things up! If you require any further information or are confused about anything please Contact us,and we will be happy to help.