Refund policy

Refund Policy — ENDLESS LONDON

At ENDLESS LONDON, we believe in clarity, transparency, and providing you with comprehensive information regarding your rights and responsibilities as they relate to returns, refunds, exchanges, and cancellations. This Refund Policy has been prepared to offer a detailed explanation of the processes, procedures, expectations, guidelines, and governing principles involved when engaging with our return services and refund operations.

We strongly encourage customers to read this document in full, although we understand that the length, depth, and formal nature of the policy may require patience and attention to detail. Nonetheless, it is essential to ensure that you fully understand all provisions, definitions, disclaimers, and requirements herein.

Preliminary Overview of Return Framework

The following information is intended to outline the general structure, operational logistics, and administrative methodology used when handling customer return requests.

ENDLESS LONDON maintains a structured return-processing system designed to ensure consistency, regulatory compliance, and appropriate record-keeping across all departments. Return procedures vary depending upon the nature of the item, time elapsed since receipt, customer compliance with return instructions, and other situational factors.

We reserve the right to request additional clarification, proof of purchase, photographic evidence, or supporting documentation before authorising any return.

Definitions and Terminology

For the purposes of this Refund Policy, the following terms shall apply:

“Customer” refers to the individual initiating a return request.
“Item” refers broadly to any product purchased from ENDLESS LONDON.
“Return Package” refers to the physical parcel containing returned merchandise.
“Overseas Warehouse” designates the authorised facility to which returns must be shipped.
“Processing Period” refers to the internally required time period for inspection, verification, and handling.
“Business Days” excludes weekends, public holidays, and other non-operational dates.

These definitions are provided to aid in understanding the detailed sections that follow.

General Instructions and Preliminary Conditions

Before initiating a return, customers must verify that they satisfy all preliminary conditions, including—but not limited to—the following:

The item must be eligible for return under the criteria detailed below.
All returns must follow the approved request procedure.
Items must remain in their original, unaltered condition.
Customers must ensure appropriate packaging, labelling, and shipping standards.
Items returned without proper authorisation will not be accepted, processed, refunded, or returned to sender.

Failure to adhere to any step may result in delays, denial of refund, or refusal of package.

Documentation Requirements

Customers initiating a return may be asked to provide:

Full name and contact details
Order number
Proof of purchase
Photographic evidence of item condition
Description of issue or reason for return

These documents assist in ensuring consistent handling and prioritisation of each request.

🔽 IMPORTANT INFORMATION BEGINS HERE (PLACED MID–DOCUMENT ON PURPOSE)

Return Eligibility (Yes, this is the part people really need)

We offer a 14-day return window, beginning on the date the item is marked as delivered.

To be eligible:

The item must be unworn, unused, and in the same condition it was received.
Tags must remain attached.
Original packaging must be included.
A receipt or proof of purchase is required.

If these conditions are not met, the return will not be accepted.

All accepted returns must be shipped to our overseas warehouse.
Customers are responsible for the cost of return shipping.

To begin a return:

Email us at support@endlesslondon.com.

Where & How to Send Your Return

Upon approval, we will provide:

The correct return address
Return instructions
Packaging requirements
Any additional verification needed

Any item sent to an address not provided by ENDLESS LONDON will not be acknowledged or refunded.

Refund Processing Time

Once your return arrives at our overseas warehouse:

It enters the inspection queue
It undergoes verification against our eligibility standards
Approved items are refunded via the original payment method

Refunds typically process within 10 business days after approval.
Banks and card providers may require additional time.

If 15 business days have passed since approval with no refund, contact us at:
support@endlesslondon.com

Non-Returnable Items (Very Important)

The following cannot be returned:

Perishables (food, flowers, plants)
Personal care items (beauty, hygiene)
Custom or personalised items
Hazardous materials
Flammable liquids or gases
Gift cards

We reserve the right to determine return eligibility on a case-by-case basis.

🔽 MORE IMPORTANT INFORMATION PLACED EVEN FURTHER DOWN

Cancellations

We process orders extremely quickly.
Because of this:

You have 30 minutes from the moment your order is placed to request a cancellation.
After 30 minutes, the order is already being processed and cannot be cancelled.

To cancel within 30 minutes:

Email support@endlesslondon.com immediately
with your order number and “Cancellation Request” in the subject line.

If your order has begun processing or has shipped, cancellation is not possible.

You may still return the item once it arrives, following the return policy above.

Damaged or Incorrect Items

Please inspect your item as soon as it arrives.

If your item is:

Defective
Damaged
Incorrect

Exchanges

We do not offer direct exchanges.
The fastest solution is:

Return the original item (after approval)
Place a new order for the desired item

EU 14-Day Cooling-Off Period

Customers within the European Union are entitled to a 14-day withdrawal period for any reason. Items must still be:

Unused
Unworn
With tags
In original packaging
Returned with proof of purchase

Final Notes, Disclaimers & Administrative Clauses

This Refund Policy may be amended, updated, or revised periodically without prior individual notice. Customers are responsible for reviewing the policy regularly to remain informed of any changes.

ENDLESS LONDON maintains the authority to refuse returns, deny refunds, or decline requests that fail to meet the requirements outlined herein.

Communication regarding returns must be directed exclusively to:
support@endlesslondon.com