Refund policy

Returns Policy

At Nichols London, we want you to be completely satisfied with your purchase.
We understand that sometimes you may need to return an item, and we've made
this process as straightforward as possible.

Any Nichols London online order can be returned within fourteen (14) working days from receiving the goods. The goods must be in a saleable condition, unused, and in the original packaging. Any goods that have been used will not be accepted and will be returned to the customer. 

Please note, personalised, custom, and bespoke orders cannot be cancelled, exchanged, or refunded.

Condition Requirements

To ensure the highest standards for all our customers, returned items must be:

  • In perfect, saleable condition
  • Completely
    unused
  • In their original packaging
  • Accompanied by all original components including tags, dust bag, gift box, and protective packaging
  • Returned in the original shipping box for optimal protection during transit

Custom and Personalised Items

Please note that personalised, custom, and bespoke orders cannot be cancelled, exchanged, or refunded due to their unique nature.

Returns Procedure

If you wish to return your order, please contact us, quoting your order number, and we will give you further instructions to help you send the goods back to us.

Please note that, under the Consumer Contracts Regulations, you are responsible for the full cost of returning any unwanted goods, unless the goods are faulty, in which case we will agree with you on the best way to return the goods.

Moreover, you have a statutory duty to take reasonable care of the goods you wish to return. You can therefore be held responsible for any damage occurring after you have received the goods, including during the return transport. It is therefore advisable to take on any extra insurance to cover the goods in transit, as well as to keep proof of dispatch.

Please securely pack merchandise to be returned or exchanged in its original condition including tags, dust bag, gift box, any protective packaging, and the original shipping box (as this will contribute to better protection of the items in transit). Should you return faulty items, please mention faults accordingly in the accompanying documents.

Once we have received your returned goods, you are entitled to a full product refund, provided the goods are returned in perfect condition. We will endeavour to reimburse your returned goods within fourteen (14) working days of receiving the returned goods.

When you return a product to us because it is defective, we will strive to work with you to find a solution. Our priority will be to repair any defects or provide a replacement product, but if this is not possible, you will be refunded in full (including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us).

Should we receive returned goods without prior notice or beyond the time limits stated above, we reserve the right to refuse the goods. 

This does not affect your statutory rights. 

Refund Timeline

Upon receiving your returned items in perfect condition, we'll process your full refund within fourteen (14) working days. Items showing wear or damage, or those returned without prior arrangement beyond our stated timeframes, may present challenges we'll need to address individually.

Your statutory consumer rights remain fully protected throughout this process.

Order Changes & Cancellations

Once your bespoke piece begins its journey to you, we're unable to intercept shipments in transit. For order modifications or cancellations, we encourage you to reach out promptly after placing your order, allowing us to explore the available options together.