Return Policy

At Andrew Cooper London, customer satisfaction is very important to us. If for any reason you are not completely satisfied with your purchase, we are happy to help.

Please read our Return & Refund Policy carefully before submitting a return request.

1. Our Fulfilment Model

To reduce unnecessary waste and minimize our environmental impact, Andrew Cooper London operates using an international fulfilment model.

Instead of maintaining large warehouses, some products are shipped directly from our trusted fulfilment partners. As a result, approved returns may need to be sent to our international return facility.

Please do not send any items back without first contacting our customer support team, as returns sent without authorization may not be accepted.

2. Return Eligibility

You may request a return within 14 days of receiving your order.

To initiate a return, please contact our customer support team at:

Email: [Your Support Email]

Please include:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return

Once your request has been reviewed and approved, you will receive the appropriate return instructions and return address.

3. Return Conditions

To qualify for a return, all of the following conditions must be met:

  • The item must be unused, unworn, and unwashed.
  • All original tags and labels must remain attached.
  • The product must be returned in its original packaging whenever possible.
  • The item must not show any signs of wear, damage, odors, stains, or misuse.
  • Trying on clothing is acceptable; wearing items for regular use is not.

For quality control purposes, we reserve the right to refuse returns that do not meet these conditions.

4. Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned unless they are defective or incorrect upon arrival.

These include, but are not limited to:

  • Underwear
  • Swimwear
  • Earrings and certain jewelry
  • Personal care products
  • Gift cards (if applicable)

Sale or clearance items may not be eligible for return unless required under applicable consumer protection laws or if the item arrives damaged or incorrect.

5. Return Shipping Costs

Unless the return is the result of our error (such as receiving a damaged, defective, or incorrect item), customers are responsible for all return shipping costs.

This includes:

  • International shipping charges
  • Customs duties (if applicable)
  • Import or export fees
  • Any other shipping-related expenses

Customers remain responsible for the return shipment until it has safely arrived at our designated return facility.

We strongly recommend using a fully trackable shipping service, as we cannot process returns that cannot be verified as delivered.

6. Alternative Solutions

International returns can sometimes be costly and time-consuming.

For this reason, before requesting a physical return, we may offer an alternative solution where appropriate, such as:

  • A partial refund
  • Store credit
  • A replacement item
  • A special discount on a future purchase

Our customer support team will work with you to find the most suitable resolution whenever possible.

7. Damaged, Incorrect or Defective Items

If your order arrives damaged, defective, incorrect, or you believe there is a manufacturing issue, please contact us within 14 days of delivery.

Your email should include:

  • Your order number
  • A detailed description of the issue
  • Clear photographs showing the product and the problem

Without sufficient photographic evidence, we may be unable to assess your claim or provide a refund or replacement.

Once we receive the necessary information, we will review your case and provide an appropriate solution as quickly as possible.

8. Refunds

Refunds are issued only after:

  • The returned item has been received.
  • The return has been inspected.
  • The return has been approved.

Approved refunds will be processed within 14 days using the original payment method.

Original shipping charges are non-refundable unless otherwise required by applicable law.

If your return does not meet the conditions outlined in this policy, we reserve the right to decline the refund.

9. Order Cancellations

Because we begin processing orders shortly after they are placed, we cannot guarantee cancellation requests once an order has entered our fulfilment process.

If you wish to cancel an order, please contact us immediately after placing it. We will do our best to assist you if processing has not yet begun.

Customers agree not to initiate chargebacks or payment disputes before first contacting our customer support team. Most issues can be resolved quickly through direct communication.

10. Delivery Responsibility

Andrew Cooper London is not responsible for packages that are marked as successfully delivered by the shipping carrier to the address provided by the customer.

Customers are responsible for providing complete and accurate shipping information.

If an incorrect shipping address has been entered, please contact us as soon as possible. Address changes can only be made before an order enters processing and cannot be guaranteed once fulfilment has begun.

11. Contact Us

For any questions regarding returns, refunds, exchanges, or your order, please contact our customer support team.

Andrew Cooper London

Email: info@andrewcooper.com

Business Address:  Andrew Cooper Londen