Refund policy

Every Calder Row order is checked before it leaves us, and we hope you are pleased with what arrives. If you would like to send something back, this policy sets out how returns, cancellations and refunds are handled. It works alongside your rights as a UK consumer, and none of it takes away any protection the law does not allow us to exclude.

In effect from 30 August 2026, for orders placed on or after that date.

Your 30-day returns window
You have 30 calendar days from the day after your order is delivered to ask to return it. When an order arrives in more than one parcel, the 30 days run from the day after the last item reaches you. You are free to return for any reason at all: a size that isn't right, a colour that reads differently in person, a change of heart, and you do not need to explain why. Once you have told us, the item needs to travel back to us promptly. Beyond this window we are not able to accept non-faulty items.

Separately, and on top of this, you keep your statutory right under the Consumer Contracts Regulations 2013 to cancel within 14 days of receiving your order. This 30-day window is offered in addition to that legal right and never reduces it.

Letting us know
Start by emailing support@calderrow.com with your name, your order number, the piece or pieces involved, and a line confirming that you want to return them. We will reply with instructions and the address to use. Please wait for that reply, as anything posted back before we have identified it can sit unmatched and hold up your refund.

How we check a return
Returns are looked at in two steps.

First, a quick photo review. Before you post anything, we ask for clear photos or a short video showing the front and back of the piece, the state of the fabric, the tags and any hygiene seal, the size label, the packaging, and anything you are reporting as wrong. This lets us note the condition you are describing and point you to the right return address; it is not a final refund decision and does not stand in for the inspection. Skipping the photos does not cancel a return you asked for in time, the item is simply inspected in full when it reaches us.

Second, an inspection on arrival. At our designated returns centre each piece is examined and the check recorded: we confirm the item, size and colour against the order; look over tags and seals; compare it against its condition when it was dispatched; and check the cloth, seams, fastenings, lining, collar, cuffs and hem for wear, stretching, marks from make-up, scent or smoke, food or drink, hair or lint, and any sign of washing, pressing or alteration. Returns may be photographed at this stage for quality and fraud-prevention reasons, in line with our Privacy Policy. This inspection normally settles the condition decision.

Trying something on
You are welcome to handle and try a piece on just as you would in a fitting room: briefly, indoors, to judge the look, fit and feel. Going further can lower the item's value: wearing it out, to work or to an event; keeping it on for a long spell or for a photoshoot; taking the tags off and then wearing it; washing, pressing or altering it; or letting it pick up make-up, fragrance, deodorant, smoke, food or pet hair.

When a refund may be reduced
The Consumer Contracts Regulations 2013 make you responsible for any drop in a product's value caused by handling beyond what is needed to check its nature, features and function. Where that has happened, we may deduct a fair amount from your refund to reflect the real loss: cleaning or specialist treatment, a repair, replacing missing packaging or parts, or the mark-down needed to sell the piece on as used or imperfect. If wear, damage, contamination or alteration leaves an item with no realistic resale value, that deduction may, where the law allows, be its full price. There is no automatic restocking charge; any reduction is tied to what the inspection actually finds, and we will explain it and share evidence where that helps.

Tags, packaging and seals
Ideally a return comes back with its tags still on, all parts included, any hygiene seal unbroken and the original packaging where you reasonably can. Missing tags or damaged packaging don't in themselves cancel your statutory rights, but they may count towards whether an item was handled more than necessary and whether its value has fallen. Where a sealed, hygiene-sensitive item can't be returned once the seal is broken, the statutory hygiene exception may apply.

Where to send it
Once the photo review is done, we will give you the return address along with any packing or customs notes. That address may be within the UK or at an international fulfilment centre, and Calder Row decides which applies to each return based on the item and the order, so please don't choose your own. Use only the address we provide; sending it elsewhere can delay the inspection and your refund. Our registered office does not receive returns, so please never send goods there unless we specifically ask.

Return postage and the £10 charge
For a non-faulty return (size, fit, preference or a change of mind) the cost of sending the goods back is yours, as set out to you before you buy. When we arrange that return for you, a flat £10 postage charge applies and may come off your refund; we'll tell you before you send anything. It covers return transport only and is not an admin or restocking fee, and it is the same whether the return goes to a UK or an international address. If we instead agree that you arrange your own return, you deal with the carrier directly, use a tracked service and keep proof of postage, and the £10 is not charged on top. Nothing is charged for return postage when the fault is ours: faulty, damaged, wrongly sent or misdescribed goods come back at our cost.

Delivery charges
UK delivery is free on every order, so in most cases there is no delivery charge to return. If you did pay for delivery and you cancel the whole order within the statutory 14-day cancellation period, we refund the cost of our standard service as the law requires; where you paid for a faster or upgraded option, we refund up to the standard rate only. We don't normally refund delivery where you keep part of the order or ask for a voluntary exchange. Refunds legally due on faulty or incorrect goods are unaffected.

Sale and promotional pieces
Discounted, clearance and promotional pieces may be returned within the same 30-day window, held to the same condition and inspection standards; a sale piece showing wear or reduced value may be subject to a lawful deduction. Faulty, damaged, incorrect or misdescribed sale items keep their full protection, and calling something "sale" or "final sale" never removes rights the law protects.

How refunds are paid
Where the law allows, we may hold a refund until the goods reach us or you show reasonable proof they are on their way, whichever comes first. Any refund owed is paid without undue delay once the return is approved, and within the statutory deadline that applies. It goes back to your original payment method unless we agree otherwise, and your bank or card provider may take a little longer to show it. A refund may reflect the deductions above: diminished value, the £10 arranged return postage on an eligible non-faulty return, and any premium-delivery amount over the standard rate.

Faulty, damaged or incorrect items
Please open and check your order soon after it lands. To help us act quickly we ask you to flag any visible damage, fault or wrong item within seven days, with photos or video where you can, a request for speed, not a limit on your rights. Where a genuine fault, transit damage, wrong item or real misdescription is confirmed, we provide the remedy the law requires (repair, replacement, price reduction or refund) and we cover the return postage. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described; a piece that simply doesn't suit or fit you is not faulty if it matches its description and stated measurements. We may examine a reported fault to see whether it comes from manufacture, ordinary wear, accidental damage, misuse, incorrect care or alteration.

Items we can't take back
Subject to your statutory rights, we can't accept back personalised or made-to-order pieces, gift cards, sealed hygiene-sensitive items once opened, goods harmed by misuse, washing or alteration, anything not bought from Calder Row, and any substitute item returned in place of what was purchased. Faulty, damaged, incorrect or misdescribed goods keep their statutory protection regardless.

Exchanges
We can't guarantee a direct swap. Where we do agree to one it depends on stock, has to fall inside the 30-day window, needs the original to meet the condition standards above, and doesn't extend your statutory cancellation period; you cover the return cost of a non-faulty item and any extra delivery on the replacement. The surest way to a different size or piece is to return the first and place a fresh order.

Empty, wrong or fraudulent returns
Every parcel that comes back is matched to your order and product records. We can't refund an empty package, a different or swapped item, missing goods, tampered paperwork, or anything we didn't originally supply. Where return fraud is suspected we may keep the evidence and use it to defend a payment claim or take other lawful steps. Genuine statutory claims are unaffected.

Wrong address, refused or uncollected parcels
A complete, correct delivery address is your responsibility. If an order comes back to us because the address was wrong or incomplete, delivery was refused without a valid cancellation, or the parcel went uncollected, any refund may be reduced only by the direct, reasonable, evidenced costs we are lawfully entitled to recover, and not where the failed delivery was down to us or our carrier.

Cancelling before dispatch
Changed your mind before we've shipped? Email support@calderrow.com as soon as you can and we'll try to stop the order, though we can't promise once picking has started. If we catch it in time everything you paid, including any delivery, is refunded; if it has already gone out, the standard return process takes over.

Your legal rights
This policy adds to, and never subtracts from, your rights under UK consumer law, including the right to cancel under the Consumer Contracts Regulations 2013 and your protections on faulty goods under the Consumer Rights Act 2015. If you're unhappy with how a return is handled, come to us first and we'll try to put it right. You can also get free, impartial guidance from Citizens Advice at citizensadvice.org.uk or on 0808 223 1133.

Contact
Calder Row is a trading name of HE4L LTD (Company No. 16250783).
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
Email: support@calderrow.com
Monday to Friday, 9am to 5pm GMT. We aim to reply within 24 hours.
Please note our registered office is not a returns address, contact us for the address to use.