TROY LONDON RETURNS & EXCHANGES POLICY
We very much hope that you will be delighted with your purchases from TROY but if for any reason you are not happy with your item(s) you may return non-personalised items to us for an exchange or refund.
All goods will be inspected on return and must be in their original condition with their tags intact. Please note that items returned personalised, worn, stained with perfume, make-up or deodorant stains and / or odour, washed, or handled inappropriately, or returned outside of the returns period (see below) will not be eligible for a refund and will be returned to the customer.
Please note that we are unable to refund goods that we have not received and we cannot accept responsibility for goods damaged in transit during their return to us.
To return your item(s) simply enter your email address and order number in the fields above and click Start. Follow the instructions and select the item(s) you wish to return. You will get a confirmation email with your return label once the return request is approved.
Once your return is received and inspected, we will send you an email to notify you that we have received your return item(s). We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed. We aim to credit our customers' accounts within 14 days of reciept but please allow up to 30 days for a refund to be made to your credit or debit card.
Personalised Items
We are unable to refund or exchanged personalised items unless they are found to be faulty.
SALE items
Any item bought in the SALE or at a reduced price using a gift code may be refunded or exchanged if notification is received within 30 days.
Please note any items bought from the Sample and Seconds is non returnable.
Exchanges
In cases where the value of the items chosen for exchange is greater than the value of your returned items, we will need to arrange additional payment. It is important therefore that you provide your principal contact telephone number on the returns form.
Faulty Items
TROY checks all of its products before sending them but if there is a fault with your order when it arrives please notify us immediately and we will get in touch as soon as we can to arrange for the swift collection and replacement of your puchase. TROY cannot take responsibility for returns received in a damaged condition without prior notice.
FREE returns within the UK
You may return your item(s) to us free of charge if notification is received within 60 days if you are based in the UK.
Returns for Europe / Rest of the World
For orders under £400, shipping costs incurred for returning item(s) from Europe /Rest of the World are not covered or reimbursed by us. You may return your item(s) from outside the UK if notification is received within 60 days.
For orders over £400 you may return your item(s) to us free of charge if notification is received within 60 days
To return your item(s) simply enter your email address and order number in the fields above and click Start. Follow the instructions and select the item(s) you wish to return. You will get a confirmation email with your DHL return label once the return request is approved, the cost of which will be deducted from your returned item(s) value.