Refund Policy

Refund & Return Policy

1. Eligibility for Returns & Refunds

We offer returns or refunds under the following conditions:

A. Compliance with Our Return Policy:

• You may request a return if the item meets our return policy requirements.
• All return requests must be initiated within 14 days of receiving your order.

B. Defective, Damaged, or Incorrect Items:

• If you receive an item that is faulty, damaged, or not what you ordered, please email us at support@preston-windsor.com with clear photos or a video of the product.
• Our priority is customer satisfaction, and we will arrange a suitable replacement.
• We cannot process exchanges without visual proof of the issue.

C. Undelivered Orders:

• If your order has not arrived within 30 days from the purchase date, it will be considered lost in transit.
• Depending on the situation, we will either send a replacement or issue a partial refund.

2. How to Return & Request a Replacement

To start a return, email us at support@preston-windsor.com explaining the reason for your return. We will provide return instructions accordingly.

You may return your item within 14 days of delivery, provided that:

• You notify us of your return request within 14 days of receiving the package.
• The item is unused, unworn, and in its original condition.
• The package is complete with all included items.
• The return reason aligns with our return policy.

Important:

• Customers are responsible for all return shipping costs.
• Since our primary warehouse is in China, return shipping costs may be higher, averaging around £20.

3. Frequently Asked Questions

Q: How do I return an item?
A: Contact us at support@preston-windsor.com to request the return address. You must provide a tracking number to confirm the return shipment. The return shipping fee is the customer’s responsibility.

Q: Do I need to return my entire order?
A: No, you only need to return the specific item(s) you want to return.

Q: Can I exchange an item if the size is incorrect?
A: We only process exchanges if we made a mistake in sending the wrong size. To avoid sizing issues, please refer to the size guide available on each product page.

Q: When will I receive my refund after returning an item?
A: Once we receive the returned item at our warehouse, the refund process will begin. This typically takes 5-7 business days for the package to arrive. After inspection, we will issue your refund within 2 business days. The bank may take an additional 3-5 business days to process the refund.

Q: My package was returned to the sender. What should I do?
A: This could happen due to:

• The package not being claimed within the courier’s time frame (usually 5 days). Please check with your local courier.
• An incorrect shipping address. Contact your local courier to arrange pickup with your tracking number.
• Customs fees or import duties not being paid. If needed, reach out to us for assistance.

Q: Do you provide prepaid return labels?
A: No, return shipping is the customer’s responsibility, and we do not provide prepaid return labels.

Q: How can I contact customer support?
A: You can reach out to us at support@preston-windsor.com. We aim to respond within 24 hours. Please include your order number when contacting us for faster assistance.