Returns Policy 




Our Policy


Customer update: extended sale returns policy due to Covid-19

If you wish to return item(s) purchased online, we are offering a full refund or exchange within 14 days. Unfortunately we are not able to process exchanges for sale items purchased and returned online.

Customer Services.

13.1

Products must be returned in a saleable condition within fourteen (14) days of receiving your Order. Products must be unused and in their original packaging with garment tags and any other security devices or seals still attached and intact when they are returned to us. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags, security devices or seals have been used, removed, broken or tampered with.

13.2

Please note that your right to cancel or return a Product does not apply to certain types of Products. The following list provides a non-exhaustive list of the types of Products you cannot cancel or return:

a) Products which are bespoke, have been made to measure, altered, or personalised to your specification;

b) Products bought in-store which are sale items, vintage, pre-owned, up-cycled or second-hand;

c) Event tickets;

d) Unsealed audio or video recordings (such as CDs, DVDs) or unsealed computer software;

e) Unsealed beauty items including toiletries and cosmetics which have been opened, tested or partially used; 

h) Fragrance when delivered outside the UK, which cannot be returned due to restrictions on delivering hazardous products; 

i) Certain jewellery, watches due to product warranties

J) Face coverings

13.3

Where lingerie, swimwear, cosmetics and earrings are protected by hygiene seals, you are required to take reasonable care by not removing the hygiene seals. Refunds will not be provided if the hygiene seals have been removed, broken or tampered with.

13.4

Some of our brands, including fashion, shoes, beauty, watches, jewellery, technology have their own policies however this may be subject to change from time to time. Please contact our Customer Services using the online chat facility or by email cs@westgate-london.com for further details.

Please note that clauses 13.2 and 13.3 do not apply to faulty or incorrectly supplied Products where your statutory rights are unaffected.

How to return an item

Process and payment for returning a UK Order by post

13.5

We will pay for the cost of returning any order delivered to you within the UK. If you wish to return your order then please follow the steps below:

a) Register your return on our returns page available online. We will send you confirmation of approval for your return and relevant details. Upon receipt of our confirmation:, 

b) Take the delivery note that accompanied with the email or from your Order and fill in the relevant sections to indicate which Product(s) you wish to return. Please be sure to indicate the quantity of a particular Product that you are returning to us as well as the reason for your return. Please select one of the appropriate "return codes" (as described on the delivery note) to indicate the reason for your return. Any packaging, dust bags or authenticity labels must be returned with the Products otherwise we will not be able to refund the Order.

b) Having completed the delivery note, please be sure to include it in your returns package along with the relevant Product(s).

c) Please use the returns address label (or download it online) and attach it to the outside of your returns package. Please note that Westgate London cannot be liable for any Products that go missing as a result of your failure to use this label.

13.6

Orders relating to Fine Jewellery & Watches can either MUST be returned by using a courier service whenever possible – if not, any risk, loss or damage to your Order will be your responsibility

 

Please note: While we offer free returns for all orders, the original delivery cost won’t be included in your refund. 

 

Please note: if you return an item, the taxes and import duties will be refunded to you if they were originally included in the purchase price. If they were not included, you will be responsible for reclaiming duty directly from your local Customs office.

 

NOTE: You must wait for your return to be approved before sending your parcel. You will also be provided return address and reference number for your parcel. Failure to use the correct address will result in your parcel being delivered to wrong area and therefore we will be unable to process your return

 

 

Process and payment for returning an EU Order (other than a UK Order) by post

 

13.8

If your Order was delivered to you within the EU (other than the UK) and you now wish to return it then please follow steps (a) and (b) as described in clause 13.7 above. After you have done this, please take the pre-paid "Courier Returns Form" and clear plastic envelope (both of which would have been provided in the original package containing your Order). Please then complete relevant sections of the Returns Form and place it inside the clear plastic envelope. Attach the clear plastic envelope, together with the returns address label (found at the bottom of your delivery note) to the outside of your returns package. Please then call your local express courier to arrange a collection time that suits you or drop off to their centre. In order to find your local express courier go to their website.

13.8

Should you choose to return your Order through any other process (including a different carrier or postal service), then any cost associated with that, as well as the risk, loss or damage to your Order shall be borne by you.

Process and payment for returning a Non-EU Order by post

13.9

If your Order was delivered to you outside the EU and you now wish to return it, please review the delivery note and retrieve the clear plastic envelope found in your Order's original delivery parcel. Please be aware that this delivery note asks for information in order for UK customs to pass your Order through as a return, so it is really important that you complete it accurately and in full. To complete the delivery note, please that ensure you:

a) Identify which Product(s) in your Order you want to return.

b) Cross out any Product(s) you are not returning.

c) For the Product(s) you are returning, fill in the "Quantity returned" and "Return value" fields which are left blank for you (this is in case you purchased a multiple number of the same Product).

d) Fill in the "Return code" field which can be found on the reverse of the delivery note.

13.10

After you have filled in the delivery note, place it in the clear plastic envelope that you received your Order and attach it to the outside of your returns package.

13.11

If the steps outlined above are not followed, in particular if the delivery note is not completed in full and attached to the outside of your returns package using the enclosed clear document envelope (as described in clause 13.10), this may result in a loss or delay to us receiving your returned Product(s). We will not be able to process a refund until we have received your returns package.

13.12

We will pay for the cost of returning any Order that was originally delivered to a non-EU country provided you follow the process outlined in clauses 13.9 and 13.10 above.

13.13

Should you choose to return your Order through any other process (including a different carrier or postal service), then any cost associated with that, as well as the risk, loss or damage to your Order will be at your own liability.

For complimentary returns using our chosen courier, take the pre-paid Returns Form" and clear plastic envelope (both included in your original Order package), complete section 2 of the Returns Form, place it inside the clear plastic envelope and attach the clear plastic envelope together with the returns address label (found at the bottom of your delivery note) to the outside of your returns package. Then call your local express courier to arrange a collection at a time that suits you or you can drop it off to their centres. In order to find your local express courier, visit their website and select your location.

 

In-store returns

13.14

You can also return your Order to a Westgate London partner store or collection centres. Please ensure that you bring the delivery note that you got with your Order and your payment card (unless you paid by gift card, e-voucher or Bitcoin) when returning an Order to one of our stores. Please note, the following Orders cannot be returned in store, however they can be returned via our complimentary courier service or by complimentary postal returns:

Please note we will not reimburse any costs incurred by you in returning your Order to one of our stores.

Fine Jewellery & Watches - Returns

13.15

Orders relating to certain fine jewellery and watches brands (for example De Beers, Bulgari, Chopard and/or Chanel) Products can only be returned using our nominated courier service. 

 

13.16

For those customers returning these items via our complimentary courier service, please follow the steps below:

a) Contact our Customer Service Team by using our online chat facility in order to arrange for our authorised courier to collect your Products on a nominated day

b) Take the delivery note that accompanied your Order and fill in the relevant sections to indicate which Product(s) you wish to return. Please be sure to indicate the quantity of a particular Product that you are returning to us as well as the reason for your return. Please select one of the appropriate "return codes" (as described on the delivery note) to indicate the reason for your return.

c) Having completed the delivery note, please be sure to include it in your returns package along with the relevant Product(s).

d) On the nominated collection date our authorised courier shall collect Products from you and will ask for you to sign and confirm that the Products have been successfully collected.

Returns to third party suppliers

13.17

With Store connect ™ items supplied through third party stores and boutiques, can be returned directly to them.





Be First to Know

Join our mailing list Now