Return & Refund Policy | Thrifted London
Last Updated: 15 October 2026
At Thrifted London, customer satisfaction is important to us. We carefully select our clothing and outerwear collections to offer distinctive style, quality, and value.
We understand that sometimes a purchase may not meet your expectations. This Return & Refund Policy explains the process for requesting a return, exchange, cancellation, or refund.
This policy does not affect your statutory consumer rights.
Customers may request a return within [Insert voluntary return window, e.g. 30 days] of receiving their order, subject to the conditions below and any applicable statutory rights.
For a voluntary return, items should generally:
Be unworn and unused beyond what is reasonably necessary to inspect or try on the garment.
Be returned in the condition received.
Include original tags, where supplied.
Be accompanied by proof of purchase or an order number.
Be packaged securely to prevent damage during transit.
Items that show additional wear, damage, or alteration caused after delivery may not qualify for a voluntary return.
These conditions do not restrict your rights when a product is faulty, incorrectly described, or otherwise does not conform to applicable consumer law.
Where Thrifted London sells vintage, thrifted, or pre-owned garments, certain items may show natural signs of previous use.
These characteristics may include minor fading, softening of materials, or other signs of wear that are clearly disclosed in the product listing.
We encourage customers to review descriptions, photographs, sizing information, and condition notes carefully before purchasing.
Any significant flaws known to us should be disclosed in the product description.
Normal wear that has been accurately disclosed is different from an undisclosed fault or an item that does not match its description.
If you receive an incorrect, damaged, defective, or misdescribed item, please contact our customer support team promptly.
Email: support@thriftedldn.com
To help us investigate, please include:
Your order number.
A description of the issue.
Clear photographs showing the problem, where possible.
Photographs of the packaging if the item was damaged during delivery.
We will review your request and offer an appropriate remedy in accordance with applicable law.
Depending on the circumstances, this may include a repair, replacement, refund, or another legally appropriate solution.
We will not require customers to accept store credit instead of a refund where a refund is legally required.
Certain items may be excluded from our additional voluntary return policy where clearly identified before purchase and permitted by law.
Examples may include:
Personalised or custom-made products.
Items damaged through customer misuse after delivery.
Other goods specifically excluded from voluntary returns under applicable law.
Items described as final sale or discounted are not automatically excluded from statutory cancellation or faulty-goods rights.
Any legally required return, refund, or cancellation rights remain unaffected.
To request a return, please contact us at support@thriftedldn.com.
Include your order number and the item or items you wish to return.
Our customer support team will provide instructions and the relevant return address.
Please do not send merchandise to an address without confirming the correct return destination.
We recommend using a tracked shipping service and retaining your proof of postage.
For voluntary returns, return shipping costs will be handled according to the terms disclosed before purchase and applicable law.
Where an item is faulty, incorrect, or misdescribed, we will cover reasonable return shipping costs when required by law.
Any applicable refund of the original delivery charge will also be handled in accordance with consumer protection requirements.
Once we receive and assess your return, we will notify you of the outcome.
Where a refund is approved or legally required:
Refunds will ordinarily be issued to the original payment method.
The applicable amount will be refunded within the legally required time frame.
Your bank or payment provider may require additional time to display the refund.
Any lawful deductions, where permitted, will be explained to you.
If you need a different size or style, please contact support@thriftedldn.com.
Exchanges depend on product availability and the terms of our voluntary exchange service.
Some curated or pre-owned items may be one-of-a-kind and unavailable in alternative sizes.
Where a replacement is required under applicable consumer law, your legal rights will take priority over our voluntary exchange terms.
If you wish to cancel an order before dispatch, contact us as soon as possible.
We will attempt to process your request before shipment.
Where statutory cancellation rights apply, customers may also cancel eligible orders within the legally prescribed period, including after dispatch or delivery.
If your purchase is subject to UK consumer distance-selling rules, eligible consumers generally have 14 days after receiving goods to notify the retailer of cancellation, followed by another 14 days to send the goods back.
Applicable exemptions and refund rules will be observed.
If your package has not arrived within the expected delivery period, please contact our support team.
We will investigate the issue with the shipping carrier and take appropriate action.
Where the goods have not been delivered as legally required, we will provide the remedy required by applicable consumer law.
If you have questions about returns, exchanges, cancellations, or refunds, please contact us:
Brand: Thrifted London
Email: support@thriftedldn.com
Website: https://thriftedldn.com
Return Address: United States
Thank you for choosing Thrifted London. We appreciate your support and look forward to helping you find pieces worth wearing again and again.
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