Refund policy

A Note on Returns and Sustainability

At Clothes the Loop, we’re a small business with a big mission - to reduce fashion waste and keep beautiful clothing in circulation. Returns can have a surprisingly negative impact on both small businesses like us and the environment, from extra packaging and transport emissions to unrecoverable stock losses.

That’s why we take great care to provide clear, accurate descriptions of each item, including size, fabric, condition, and fit - so you can shop confidently. If you ever have a question before purchasing, we’re always happy to help too!

Thank you for supporting slow, sustainable fashion and independent business.

 

Online Returns Policy

Sometimes you change your mind - and that’s OK! For online orders, you have 14 days from the day you receive your item to request a return, in line with your rights under UK consumer law. Items must be returned unused, in their original condition, and with all tags attached. Refunds will be processed via your original payment method once we receive and inspect the item. We do not accept returns on skin care products or gift cards. This does not affect your statutory rights if the item has a fault that was not described upon purchasing. 

In-Store Exchange & Credit Note Policy


In store, things work a little differently — we recommend trying on garments and checking they’re right for you before purchasing. We offer a 7-day exchange or credit note (to the same value) on clothing, accessories, and shoes, provided items are unworn, with tags, and in their original condition. We do not accept returns on skin care products or gift cards.
We do not offer cash or card refunds for in-store purchases unless the item is faulty and the fault was not described at the time of purchase, in line with your statutory rights.

To be eligible for an online return, your item must be in the same condition that you received it, unworn or unused and unwashed, with the supplied tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at luxetheloop@gmail.com. Once we receive the request, we will give you clear instructions on where and how to return your item(s)

If your return is accepted, we’ll send you a return shipping label (please note that unless the refund is requested due to an error on our part, you will be liable for all postage costs and we recommend you use a trackable service) as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and will be returned to sender.

You can always contact us for any return questions at luxetheloop@gmail.com.

Damages and issues

 
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

 
Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale, final price items or gift cards.

Exchanges

 
The fastest way to ensure you get what you want online is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Alternatively visit the store.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Reserve Payment Terms

When purchasing items on reserve:

  • A non-refundable deposit of 30% of the total price is required at the time of reservation
  • The deposit is only refundable in-store if the item does not fit, and only within 14 days of the original reservation date
  • The remaining 70% balance must be paid in full when collecting the item in store
  • Reserved items must be collected within 14 working days of reservation, unless otherwise agreed in writing
  • Payment of the final balance and collection will be processed through our in-store point of sale system

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 


If more than 15 business days have passed since we’ve approved your return, please contact us at luxetheloop@gmail.com.