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Returns & Refunds


We believe you will be happy and 100% satisfied with your Guide London purchases. However if you wish to return or exchange something you can do it by sending goods in a re-saleable condition, in all original packaging, within 14 days of receipt to the following address:

Online Returns Department
Guide Clothing Ltd
Units 1-4 Andersens Wharf
20 Copenhagen Place
London
E14 7DX

STATUTORY RIGHTS


Under the distance selling regulations, you have 7 working days (from the day you receive your order) to cancel your purchase. In this case, we will provide a full refund of the goods (excluding any shipping charges) after you have returned the goods to Guide London at your own cost.


RETURNS DURING CHRISTMAS


We understand that during the Christmas period it may be difficult to keep to the 14 days returns policy. Therefore, please note that return of every purchase bought on www.guidelondon.co.uk between 20th November 2016 – 23rd December 2016 will be accepted for refund or exchange until 15th January 2017 as long as the goods are returned and arrive to us in their original condition.

Our office is closed for Christmas from 23rd December 2016 – 3rd January 2017, so no returns can be received or processed during this period. Therefore, please send your returns to us after the 3rd January to prevent potential loss of any parcels.


MAKING A RETURN


Please repackage the products you wish to return.
Include the completed returns form, and take the parcel to your nearest Post Office.  Please make sure you fill in all the appropriate fields, including your Order Number and Style Number. If your Returns Form is incomplete, there could be a delay in processing your return.
At the post office you will need to obtain proof of postage as part of sending the consignment. We recommend using a registered delivery service such as Royal Mail Registered Post in the UK. Your parcel is your responsibility until it reaches us.

We will fully refund the value of the goods returned, using the original payment method, within 30 days of receiving the goods, but you must return the items to us at your expense.

Whilst we acknowledge your right to examine the items you purchase, we reserve the right to refuse to accept the goods if we believe you have not taken reasonable care with them e.g. if they have been damaged or tampered with and you may have to compensate us.

To ensure that any returns you make are accepted, please keep your purchases in their original condition. Do not wear fragrance or anything else that may leave a scent or mark on clothes you are trying on. The product must be in its original packaging and all tags must still be attached and undamaged.

LOST YOUR RETURNS FORM? 

If you have mislaid your Returns Form, please email online@guideclothing.co.uk asking for a copy. Please quote your order number.


FAULTY GOODS


If you receive a faulty product, please get in touch with us at online@guideclothing.co.uk and we will give you instructions for its return. Products returned by you because of a manufacturing defect will be refunded in full, including the cost of sending it back to us, as well as your original shipping costs.


EXCHANGE


We aim to get replacements to you within 5 working days of receipt of the return. Replacements are shipped using Standard Delivery.
Guide London will cover the cost of shipping exchanged items to you. However, any further exchanges may incur additional shipping costs.
We cannot guarantee that the item(s) you wish to exchange your original item(s) for will be in stock. If an item you require is not available, a member of the Guide London team will contact you. You may then arrange to exchange your purchase for another item or choose a refund.