Refund Policy

Thank you for shopping at Unknown London. We want you to be happy with your purchase — but if for any reason you’re not completely satisfied, we’re here to help.

1. Your Legal Rights

Nothing in this policy affects your statutory rights as a consumer under UK law. If an item is faulty, not as described, or unfit for purpose, you have the right to a full refund, repair, or replacement under the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

2. Change of Mind Returns

If you change your mind about your purchase, you may return eligible items within 14 days from the date you receive your order. To cancel your order, please notify us within this 14-day period and return the item(s) to us within a further 14 days.

To be eligible for a refund:

  • The item must be unused and in its original condition

  • Tags, packaging, and accessories must still be attached

  • You must provide proof of purchase (e.g., order confirmation)

3. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or not as described, please contact us immediately at help@unknownlondon.com with photos and your order number.

Once approved, we will arrange a full refund or replacement. Faulty returns are processed as a priority. Statutory rights apply regardless of this policy.

4. How to Return an Item

To initiate a return:

  1. Email us at: help@unknownlondon.com

  2. Include your order number, the item(s) being returned, and a reason for the return

  3. We will reply with instructions for returning your item(s)

Return shipping costs:

  • For change-of-mind returns, you are responsible for return shipping costs

  • If the return is due to our error (faulty or incorrect item), we will cover the return postage

5. How Refunds Are Issued

Once we receive and inspect your return:

  • Approved refunds will be issued to the original payment method

  • Please allow 5–14 business days for the refund to appear on your account (depending on your bank or payment provider)

6. Non-Refundable Items

Some items are not eligible for refunds, unless faulty or misdescribed:

  • Personalized or made-to-order products

  • Gift cards

  • Perishable items or items that cannot be resold due to hygiene reasons (if applicable)

7. Questions & Support

If you have any questions about returns, refunds or your legal rights, please contact us at:

Email: info@unknownlondon.com

We aim to respond to all enquiries within 1–2 business days.