Returns

UK Online Returns

We are happy to return purchases from our online store (some exclusions apply*) within 14 days of purchase.

All customers must contact web@nepentheslondon.com for approval before returning any unwanted items back to Nepenthes London. 

Please note, we do not cover the cost of shipping.

*Nepenthes London is not responsible for any items which have not been approved and given directions for return.

UK Local Pick-up Returns 

For local pick-up orders, we allow same day refund for all collection orders and exchange/credit note within 14 days.

We allow 7 days from purchase date for all pick-up orders to remain at our store. Once the 7 days have expired, your order will automatically be cancelled.

Online Returns - Outside the UK

If you live outside of the UK please click HERE for returns.

Store Returns

Please note, for any in-store purchases, all returns/exchanges must be made within 14 days of purchase. Faulty items will be fully refunded if deemed truthfully faulty by the store manager. If being returned for any other reason an exchange will be offered if possible. If not, the customer will be issued with a credit note to be used within 6 months of issue date.

Important Information on Returns:

If you wish to return your item and receive a full refund, items need to be posted/couriered back to us within 14 days of being purchased unless otherwise stated. Please note, we do not cover the fee's of shipping costs for returned items to our store.

Subject to stock availability, we can exchange items that are returned to us within 14 days of being purchased by you. Please advise us upon receipt of your purchase if you wish to a refund or exchange and allow 1-2 working days for this to be processed.

For items returned outside of the UK, all extra postage costs, customs duties, and fees (where applicable) are payable by you, the customer. Nepenthes and Sons is not responsible for any return custom charges made. To avoid over-paying write "RETURNED GOODS" on the package and all paperwork. 

Returns of faulty items will only be accepted if the goods were faulty when delivered to you, we at Nepenthes London take every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting web@nepentheslondon.com about the fault. Returns of faulty goods must be returned to us within 14 days of purchase.

In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any shipping costs incurred. Please note refunds to Debit/Credit Cards normally clear in 1/2 days. Refunds to Paypal can take up to 30 days and are subject to Paypal refund regulations. Nepenthes London credit notes are valid for 6 months from the date of issue and can be redeemed on the Nepenthes London Online Store or in the Nepenthes London store.

Returns and exchanges received outside the above time frames will not be accepted. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Please be aware that international customs duties and sales taxes are not refunded for shipments outside the European Community (EC).

We will only accept returns provided that the goods in question are received back to us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you. We will not accept returns for items that have been worn. Please be aware that all items must be returned with their original packaging and tags, shoes returned without their original boxes cannot be accepted.

We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Returns not accepted on any printed material.

*Last updated 11/12/2023