Refunds & Returns
Annabelle London - Refund & Return Policy
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return if you are not fully satisfied with your order.
To be eligible for a return, your item must be in the same condition that you received it, your items must be unworn or unused, with their tags intact and in its original packaging. Items must be make up, fragrance and stain free.
We will not accept any returns that do not comply, items that are not accepted will be resent back to you.
To start a return, you can contact us at contact@annabellelondon.com or submit a return request on our online portal which you can find HERE
Please provide your name, order number, date of purchase and receipt of purchase.
If your return is accepted, we will provide instructions where to send your package. Items sent back to us without requesting a return first will not be accepted and you'll risk loosing your refund.
Returns are not free, we advise all customers to use a tracked service and to keep their receipt with the tracking details. We cannot accept returns that are lost, if customers use a tracked service they are insured with the specific courier.
A £3.50 admin and restocking fee will also be deducted from your refund.
Taxes & Duties
Import tax and duty fees are now calculated at checkout as of 8th March 2025, the amount you see at checkout is correct, and there are no unexpected charges.
When placing an order, it's essential to provide correct information, such as your name, delivery address, email address and any other required details. Any errors in this information could lead to customs clearance problems, lost packages or extra charges. Customs processing can cause delays in the delivery of your order. We have no control over these processes, and we cannot guarantee delivery times.
If you have bought an item from abroad and would like to return it for a refund, please note that you are responsible for arranging the shipping back to us. Any extra duties and taxes that may arise during the return process will be subtracted from your refund amount.
Please note that any orders made before March 8th, 2025, will be subject to duties, customs fees, and taxes. If these charges are not paid, the order may be destroyed, lost, or returned to us due to abandonment. In the event of destruction or loss from abandonment, we regret that we cannot issue a refund. Should the item be returned to us and agreed upon with the customer, any outstanding duties and customs fees, as well as return shipping costs, will be deducted from your refund.
Completing your purchase indicates your acknowledgement and awareness of these responsibilities. Understanding and acknowledgement of these conditions are mandatory upon checkout.
Cancellations
If you would like to cancel your order, you must contact us to cancel your order no later than 2 hours after your purchase. We may cancel your order at anytime and issue an immediate refund if an item is unavailable, and you will be notified accordingly.
Sale Items
If you are considering buying an item on sale or have already made a purchase of a sale item, please be aware that sale items are non-refundable. However, we do offer credit notes and accept size exchanges providing the size is in stock. Please note that exchanges will still incur delivery fees.
Pre-orders
If you have ordered an item which is under the pre-ordered option, you will have to wait until your pre-ordered item has arrived to you, then request a return or refund with us if you wish to make a return or refund.
Exchanges
We do allow exchanges; however, the quickest way to secure the item you desire is to return the current item. Once your return is approved, you can make a separate purchase for the new item. Please note that exchanges will still incur delivery fees.
Damages and Issues
Please inspect your order upon reception and contact us within 10 days if the item is defective, lost, damaged, or if you receive the wrong item, so that we can evaluate the situation and try to make it right.
We cannot guarantee that we will be able to assist with damages or issues beyond this 10-day period from when you receive your package.
If an order is abandoned or neglected, and we do not hear from you or receive payment for re-delivery, the item may be either destroyed, lost or returned to us. In such cases, if the item is lost or destroyed, not sent back to us, we cannot issue a refund. However, if the item is returned back to us, only the cost of the item will be refunded; shipping fees will not be reimbursed, and any additional costs incurred as a result of this situation will also be deducted from your refund.
Additionally, we cannot take full responsibility for packages that may become damaged in transit, abandoned, or lost after delivery attempts. This also applies to shipments that could not be delivered due to the recipient's absence and were not picked up from a designated access point, resulting in their eventual disposal by the courier service. Once your package has been signed for or marked as delivered, we are not responsible for theft or damage. Ultimately, it is the customer's responsibility to monitor their package and stay updated on its status.
Annabelle London retains the right to withhold a portion of your refund if the returned item is received in a damaged condition.
We will do our utmost to assist you with any issues; however, we cannot guarantee refunds for lost packages or unforeseen circumstances. We will assess the situation fairly and inform you of the outcome.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-14 business days. Please remember it can take some time for your bank or credit card company to process and complete the refund too. If more than 20-30 business days have passed since we’ve approved your return, please contact us.
Annabelle London retains the right to refuse any returns or refunds for items that do not adhere to our returns and refund policy. We also reserve the right to modify this refunds & returns policy at any time. Any changes will be effective immediately upon posting on our website.
