Returns, Refunds and Cancellation Policy
At Blake London, we aim to provide a clear, transparent and straightforward shopping experience.
Please read this policy carefully before placing an order. By making a purchase on our website, you agree to the terms below, without prejudice to your statutory rights as a consumer.
1. Return Period
Eligible items may be returned within 30 days of delivery, provided they meet the conditions set out in this policy.
2. Return Conditions
An item may be returned when:
- It is unused, unworn and undamaged.
- It is in its original condition.
- All original labels and packaging are intact.
- The return request is submitted within the 30-day return period.
- The return has been approved in advance by our customer service team.
Customers may try on an item to check the size and fit, just as they would in a physical shop.
If an item shows visible signs of use, washing or damage, a deduction may be applied corresponding to the actual reduction in value, to the extent permitted by applicable law.
3. Damaged, Defective or Incorrect Items
If your order arrives damaged or defective, or if you receive the wrong item, please contact us as soon as possible so that we can investigate and resolve the issue promptly.
To report a problem, please email info@blake-london.com and include:
- Your order number
- Clear photos of the item and the original packaging
- A brief description of the problem
Please do not return the item until you have received instructions from our customer service team.
Damaged or Defective Items
If an item is found to be damaged or defective, you will be offered an appropriate solution in accordance with your statutory rights. This may include:
- A replacement at no extra cost; or
- A refund to your original payment method.
The appropriate solution will be determined after reviewing the information and evidence provided.
Exercising your rights in relation to a defective or non-conforming product will not incur any costs for you.
Incorrect Items
If you have received an item other than the one you ordered, we will provide you with the necessary instructions to resolve the issue.
Where necessary, the correct item can be sent to you free of charge.
Please contact us as soon as possible if an item is damaged, defective or incorrect, so that we can process your request quickly.
4. Items Excluded from Returns
To the extent permitted by applicable law, returns will not be accepted for:
- Items whose hygiene seal has been removed or damaged.
- Products that are custom-made or made specifically for you.
- Items that have been damaged as a result of misuse.
Underwear, shapewear and bras cannot be returned once a hygiene protection has been removed, where the relevant statutory exception applies.
These exclusions do not limit your rights where an item is defective, incorrect or non-conforming.
5. Return Shipping
All approved returns must be sent to the address provided by our customer service team.
Please do not return any products until you have contacted us, received a return authorisation and been given the correct address and accompanying instructions.
Returns sent without prior authorisation or to an incorrect address may not be accepted or may be delayed in processing.
Return Shipping Costs
For standard returns, particularly in cases of change of mind, personal preference, sizing issues or where the customer has chosen the wrong size, the direct cost of returning the item is borne by the customer.
This does not apply where an item has been found to be damaged, defective, incorrect or non-conforming.
Under the statutory right of withdrawal, the direct cost of returning the goods may be borne by the consumer, provided they were informed of this before the purchase.
Returns should preferably be sent using a tracked shipping service.
We recommend keeping the tracking number and proof of postage until the return has been fully processed.
Blake London cannot be held liable for a return parcel lost in transit where the customer has chosen an untracked shipping method, unless otherwise provided by law.
Damaged, defective or incorrect items are handled separately in accordance with section 3. Please do not return these items unless requested to do so by our customer service team.
6. How to Request a Return
To request a return, please email info@blake-london.com and include the following:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Clear photos are required when reporting a damaged, defective or incorrect item
- Your full name
- Your delivery address
Our customer service team will provide you with the necessary instructions as soon as possible.
A return is only considered authorised once you have received our written confirmation and the accompanying return instructions.
Items sent without a prior request may not be accepted or processed.
7. Order Cancellation
A cancellation request can be submitted within 15 minutes of purchase.
Once order processing has begun, we can no longer guarantee that the order can still be cancelled.
A cancellation request may therefore be declined, depending on the status of the order processing.
After delivery, a return may be requested in accordance with this policy.
This internal cancellation procedure does not affect the statutory right of withdrawal that applies to distance purchases. For relevant purchases within the European Union, consumers generally have 14 days from receipt of the goods to exercise this right without giving any reason.
8. Refunds
Once your returned item has been received and inspected:
- You will be notified of the outcome of the inspection.
- Approved refunds will be issued to the payment method used for the order.
- Your bank or payment provider may need a few additional days to complete the refund.
Under our 30-day return policy, approved refunds are processed within 7 days of receiving and inspecting the returned item.
Where the statutory right of withdrawal applies, the refund will be made within the time limits set by applicable law.
In the event of a statutory cancellation, the amounts paid, including the cost of standard delivery, must generally be refunded. If you chose a more expensive delivery option than the standard delivery offered, the associated surcharge may not be refunded.
Where permitted by law, we may withhold the refund until we have received the returned goods or proof of postage.
The time it takes for the refund to appear in your account may vary depending on your bank, card issuer or payment provider.
For any questions about a refund, please contact us at info@blake-london.com.
9. Store Credit
In certain circumstances, and with your consent, store credit may be offered.
Store credit is non-refundable and can normally only be issued once per order.
It cannot be exchanged for cash or transferred to another person, except as provided by law.
If you are entitled to a cash refund under your statutory rights, store credit will only replace that refund with your consent.
10. Failed Delivery or Incorrect Address
If an order is returned to us because the customer provided an incomplete or incorrect address at checkout, we may:
- Arrange a new shipment once the parcel has been returned and the correct address has been confirmed; or
- Propose an alternative solution appropriate to the situation.
Additional delivery charges may apply before a returned parcel is reshipped, where delivery failed due to an incorrect or incomplete address provided by the customer.
If the returned products are no longer in their original condition, a deduction corresponding to any reduction in value may be applied, to the extent permitted by law.
Refused, uncollected or automatically returned parcels will be handled according to the circumstances and in accordance with applicable law.
11. Policy Updates
Blake London reserves the right to revise or update this policy at any time.
Any changes take effect once the updated version has been published on our website.
Changes do not apply retroactively to return requests already approved under a previous version of this policy.
CONTACT DETAILS
Email: info@blake-london.com
Phone: +44 20 37695431
Customer service hours:
Monday to Friday: 9:00 am – 5:00 pm
Saturday and Sunday: Closed
Shop name: Blake London
Warehouse address:
Unit 16, Mill Farm Business Park, Millfield Road, Hounslow, TW4 5PY, United Kingdom
Company name: RECOM ECOMERCE
Company registration number: 92049044
Company address:
Verdunplein 17,
5627 SZ Eindhoven,
The Netherlands