Refund policy

Last updated: 15 October 2026

This policy explains how to return items bought from ukdesigner.uk, how refunds and exchanges work, and what happens if an item is faulty. It applies to orders delivered to addresses in the United Kingdom.

1. Summary

You have 30 days from the day your order is delivered to return items.
Return postage is paid by us. We email you a prepaid Royal Mail returns label.
There is no restocking fee and no deduction for return postage.
We refund you within 5 working days of your return reaching us, to your original payment method.
Exchanges for a different size or style are available at no extra cost, subject to stock.
This policy is in addition to your statutory rights, which it does not affect.

2. Your statutory rights

As a consumer in the UK you have legal rights that this policy does not reduce:

Right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel an online order for any reason within 14 days of the day you receive the goods. Our 30-day return period gives you longer than this.
Faulty or misdescribed goods. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. See section 9 for how we handle faulty items.

3. Return window

The 30-day return period starts on the day after your order is delivered. If your order arrives in more than one parcel, it starts on the day after the last parcel is delivered. To return an item, contact us and send it back within this period. Returns sent after 30 days can only be accepted if the item is faulty.

4. Condition of returned items

Please return items unworn, unwashed and unaltered, in the condition you received them, with any labels still attached. You may try items on as you would in a shop. If an item has been handled more than is needed to check its size, fit and appearance (for example, it has been worn outdoors, washed, or has marks, odours or damage), we may reduce the refund to reflect the loss in value, as the law allows. We will always explain any reduction to you before making it.

5. How to return an item, step by step

Email support@ukdesigner.uk with your order number (it starts with # and is in your order confirmation email), the items you are returning and whether you would like a refund or an exchange. Telling us the reason is optional but helps us improve.
Within 1 working day we email you a prepaid Royal Mail returns label and your return reference.
Pack the items securely, ideally in the original packaging, and include a note with your order number.
Attach the label and drop the parcel at any Post Office, Royal Mail Customer Service Point or Royal Mail parcel postbox, or book a Royal Mail collection from your address.
Keep the proof of postage receipt until your refund or exchange has been completed.

If you would prefer to return the items without contacting us first, you can send them to the address below with a note of your order number and your name. Please keep proof of postage, and we will refund your postage cost up to £4.70.

6. Return address

UK Designer, Returns
322 Bethnal Green Road
London E2 0AG
United Kingdom

7. Return costs and fees

Return postage: paid by us when you use the prepaid Royal Mail label we send you. You pay nothing to send your return.
Restocking fee: none.
Other charges: none. We do not deduct anything from your refund for returning an item in the condition described in section 4.

8. Refunds

When: we inspect your return and issue your refund within 5 working days of it reaching us. If you are cancelling under the Consumer Contracts Regulations, we will refund you no later than 14 days after we receive the goods back or you provide proof that you have sent them, whichever is sooner.
How: refunds are made to the payment method you used for the order. Your bank or card provider may take a further 3 to 5 working days to show the refund on your account. If you paid with Klarna, the refund is sent to Klarna and Klarna updates your account.
What is refunded: the price you paid for the returned items. If you return your whole order, we also refund the delivery charge you paid. If you return part of an order, the original delivery charge is not refunded, unless the item is faulty or we sent you the wrong item.
Confirmation: we email you when your refund has been issued.

9. Exchanges

If you would like a different size or another style, tell us when you contact us about your return. If the item you want is in stock, we reserve it and send it as soon as your return is on its way to us, with no extra delivery charge. If the new item costs more, we will send you a secure payment link for the difference; if it costs less, we refund the difference. If the item you want is out of stock, we refund you in full instead.

10. Faulty, damaged or incorrect items

If an item arrives damaged, develops a fault, is not as described, or is not what you ordered, contact us as soon as you can with your order number and a photo of the problem. We pay all return costs for these items. Your options under the Consumer Rights Act 2015 are:

Within 30 days of delivery: a full refund, or a repair or replacement if you prefer.
From 30 days to 6 months after delivery: a repair or replacement. If that is not possible, or does not fix the problem, a refund.
After 6 months: you can still claim for faulty goods, although you may need to show that the fault was present when the item was delivered.

Normal wear and tear, or damage caused by not following the care instructions, is not a fault.

11. Items we cannot accept for return

Unless an item is faulty, not as described or incorrect, we cannot accept:

items returned more than 30 days after delivery;
items that have been worn (beyond trying on), washed, altered or damaged after delivery;
items not bought from ukdesigner.uk.

If we receive an item we cannot accept, we will contact you and send it back to you at our cost.

12. Cancelling before dispatch

If you change your mind before your order is dispatched, contact us as soon as possible. If we can stop the order, we cancel it and refund you in full, including delivery, within 5 working days. If it has already been dispatched, you can return it under this policy.

13. Lost returns

Returns sent with our prepaid label are tracked by Royal Mail. If your return goes missing in the post, contact us and we will trace it with Royal Mail and make sure you are not left out of pocket.

14. Contact us

Company name	UK Designer Collection Limited
Trading name	UK Designer
Company type	Private limited company, registered in England and Wales
Company number	07246905
Registered office	322 Bethnal Green Road, London E2 0AG, United Kingdom
Business, dispatch and returns address	322 Bethnal Green Road, London E2 0AG, United Kingdom
Email	support@ukdesigner.uk
Phone	+44 20 3556 3464
Customer service hours	Monday to Friday, 9:00 am to 5:00 pm (UK time), excluding UK bank holidays
Response time	Within 1 working day

15. Model cancellation form

You do not have to use this form, but you can copy it into an email to support@ukdesigner.uk or send it with your return if you are cancelling under the Consumer Contracts Regulations 2013.

To: UK Designer Collection Limited (trading as UK Designer), 322 Bethnal Green Road, London E2 0AG, United Kingdom. Email: support@ukdesigner.uk

I hereby give notice that I cancel my contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is sent on paper):

Date: