Refund policy

Last Updated: 28 March 2026

If your order isn't quite right, we keep the returns process straightforward. Here's everything you need to know.

Return Eligibility

We accept returns within 60 days of the delivery date.

To be eligible for a return, items must be:

New, unused, unworn, and unwashed
In original condition
With all original tags attached
In original packaging
Accompanied by proof of purchase (order confirmation or receipt)

Items returned outside this window or not meeting these conditions may not be accepted.

Non-Returnable Items

The following items cannot be returned:

Final sale items
Personalized or custom-made products
Hygiene-sensitive items (such as underwear)

How to Start a Return

To request a return, email us at support@ainsleyharlow.com with:

Your order number
The reason for the return
Photos, if the item arrived damaged or incorrect

Once we've reviewed and approved your return, we'll send you instructions on how and where to send the item back.

Return Shipping Costs

Customers are responsible for return shipping on standard returns (e.g. change of mind). If your item arrived damaged, defective, or incorrect, we will cover return shipping.

We do not provide prepaid return labels.

We recommend using a tracked shipping service to make sure your return reaches us safely.

Exchanges

We do not offer direct exchanges.

If you'd like a different size, colour, or product:

Contact us at support@ainsleyharlow.com to arrange a return for the original item.
Once approved, place a new order for the item you'd prefer.

This allows us to process things faster and keep our stock levels accurate.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, get in touch with us straight away at support@ainsleyharlow.com with clear photos of the issue.

We'll review the situation and arrange a resolution — which may include a replacement, refund, or store credit. Return shipping in these cases is covered by us.

Order Cancellations

Orders can only be cancelled before they are processed or shipped. Once an order has been packed or dispatched, it cannot be cancelled and must be returned after delivery in line with this policy.

Refund Processing

Once we receive and inspect your return:

We will notify you whether your refund has been approved or declined.
Approved refunds are issued to the original payment method within 3–5 business days.

Please note:

Your bank or card provider may take additional time to process the funds.
If you haven't received your refund after 10 business days from approval, please contact us.