Refund & Returns Policy

Last updated: [19.06.2026]

At AuthenLondon ("we", "us", "our"), we want you to be completely satisfied with your purchase. This policy explains your rights to cancel, return, and receive a refund when you buy from www.authenlondon.com. It applies in addition to your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects those statutory rights.

Made-to-order products

Many of our products are made to order (print-on-demand) and produced specifically for you after you place your order. Production typically takes 2–7 business days before your item is dispatched. Please note that because these items are produced individually, we ask that you order carefully (for example, checking sizing) before completing your purchase.

Your right to cancel (14-day cooling-off period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. The cancellation period expires 14 days from the day you (or someone you nominate) receive the goods. To exercise your right to cancel, contact us at support@authenlondon.com with your order number and a clear statement that you wish to cancel.

If you cancel, you must return the goods to us without undue delay and no later than 14 days from the day you informed us of the cancellation.

Returns

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging, with proof of purchase. To start a return, email us at support@authenlondon.com and we will provide return instructions.

Please do not send items back before contacting us. Items returned without prior authorisation may not be accepted.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 14 days. Where you have exercised your statutory right to cancel, we will refund the full price of the goods and the standard delivery cost you paid.

Return shipping costs

Unless the item is faulty, not as described, or sent in error, you are responsible for the cost of returning the goods to us. We recommend using a tracked service, as we cannot be responsible for items lost in return transit.

Faulty, damaged, or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your item arrives faulty, damaged, or is not what you ordered, please contact us at support@authenlondon.com within 30 days with photos and your order number. We will arrange a replacement or full refund, including any return shipping costs, at no charge to you.

Non-returnable items

Certain items may be exempt from the standard right to return for hygiene or personalisation reasons (for example, customised or made-to-your-specification items), except where they are faulty. Your statutory rights regarding faulty goods are not affected.

Late or missing refunds

If you have not received a refund you were expecting, please first check with your bank or card provider, as processing times vary. If you have done this and still have not received your refund, contact us at support@authenlondon.com.

Contact us

AuthenLondon
Grace Kelly Vaz Rocha 112.654.359-44
Fone +447916681309
Email: support@authenlondon.com