Refund policy

Refund to Original Payment Method

If you choose to receive your refund via your original payment method, it typically takes 7–10 business days to process.

Once your return arrives at our warehouse, it will be processed within 10 working days. You can track your return using the tracking information provided with your shipment.

After the refund has been issued, you will receive an email confirmation. Please note that it may take up to 3 business days for the refund to appear in your bank account.

Damaged or Defective Items

If you receive an item that is damaged or defective, please contact our customer support team immediately.

Our team will review your request and determine the best possible solution, which may include a replacement or refund.

Items That Cannot Be Returned

For hygiene and policy reasons, the following items cannot be returned:

  • Underwear garments, including socks

  • Perfumes without the original plastic seal intact

  • Final Sale items (these will be clearly marked and are not eligible for refund)

  • Items returned after the 14-day return window

  • Items that are worn, damaged, or altered, unless the issue was previously reported to our customer support team

Any returned item that does not meet these conditions may be rejected and the return voided.

Return Costs

Return shipping costs are the responsibility of the customer and depend on the courier and the country from which the item is returned.

Please note:

  • Gentle London is not responsible for any customs duties, import taxes, or return charges.

  • Customers are responsible for all costs associated with returning an order.

  • We strongly recommend keeping proof of shipment and tracking information until your return has been successfully delivered to our warehouse.

Unfortunately, we cannot assist with missing returns if tracking information or proof of shipment cannot be provided.

Return Processing Time

Once you submit a return request, our team will begin processing it as soon as possible.

After your return has been delivered to our warehouse, it will be processed within 10 working days. You can check your courier tracking to confirm when the package has arrived.

Once the refund has been completed, you will receive a confirmation notification. Please allow up to 7 business daysfor the refund to appear in your bank account.