Return & refund policy

Sometimes what seemed like a perfect match just doesn’t work out. Here’s all the information you need to return or exchange unwanted items. 
 

ONLINE ORDERS

Return Period

We accept returns of online orders within 30 days of purchase. You can send your unwanted items by post or drop them at any of our London stores. If posting your items, please note they must be delivered to us within the 30 day window to qualify for a refund. 

Return Policy 

Glassworks London guarantees a full refund on returned items provided they are in the original condition in which they were received. Returned items must be unworn, unused and undamaged with all original labels attached. Items must not be washed or altered in any way. 

All returned items are individually inspected at our warehouse to ensure they are in good condition. If an item is damaged, worn or in an unsuitable condition, we won’t be able to refund your order and may need to send your purchase back to you. In this case, please note that Glassworks London won’t cover shipping costs. 

The items you wish to return are your responsibility until we receive them. Please pack the items carefully to prevent any damage during transport. We also advise that you request a shipping receipt at your parcel drop-off point to help track your return. 

Due to hygiene reasons, we do not accept returns on socks, masks, hair accessories and only accept swimwear with the hygienic sticker attached. Earrings and piercings are also non-exchangeable and non-refundable. 

Please note sale items and Gift Cards are also non-exchangeable and non-refundable.  

Please be advised, none of these rules affect your statutory rights. 

Return Process

We have updated our return process to make it easier for you to return any unwanted items.

To return an item, you will have to request a refund through the Shopify self-serve returns portal. Simply follow these instructions: 

• Press the Account button at the top of the page on our website. 
• Enter the email address you used for your order and you will receive an email with an authentication code. 
• Click the order you want to submit the return for. 
• If your order has multiple items, select the items you wish to return (please note, you will not be able to select items excluded from our return policy).
• Select the reason for return and add a note for the store.
• Finally, click the request return button to start the refund process. 

We will review and approve your request, provided items are not excluded from our return policy (you can find the exclusion criteria in the Return Policy section). Once your return is approved, you’ll receive an email confirmation with instructions to post your items. For UK orders, you will receive a link to generate a pre-paid Royal Mail return label (no printer needed).  

Please note, if you send your items before your return has been approved, we might be unable to process your refund and might need to send the items back to you.  

UK MAINLAND ORDERS

Once your return is approved, we will email you with a link to the Royal Mail returns portal so you can easily generate your pre-paid return label. 

No printer? No problem. You can take the QR code on your mobile to your Royal Mail Customer Service Point (CSP), or Post Office brand. They’ll scan the QR code and print the label for you, which you can then fix to your parcel and drop off while you’re there.

If you choose a different courier, you will be responsible for covering the shipping fees. We recommend using a tracked service as we are only able to process refunds once the returned order has been delivered to us. 

Please note, we do not refund original shipping fees. All shipping fees are non-refundable. 

US ORDERS

Once your return has been approved, you can post your items to our US PO Box address using the courier service of your choice. 

Please note, we do not cover shipping fees for returns and we do not refund original shipping fees. 

INTERNATIONAL ORDERS

Once your return has been approved, you can return your items using any courier service of your choice. We recommend using a tracked service as we can only refund returns sent via your courier of choice if they are successfully delivered to us. 

Please note, we do not cover shipping fees for returns and we do not refund original shipping fees. 

Lost parcels

We dispatch via signed-for services and ask that you please select a secure delivery address. We will cover any shipments lost in transit but we are unable to replace shipments that are signed for at the designated address. 

IN-STORE ORDERS

You can return your in-store purchases at any of our London stores. Please note, we can only accept returns and exchanges within 30 days of purchase. 

To return your unwanted items, please ensure you bring with you the items you wish to return and the purchase receipt which includes your order number. Please note, the in-store team will not be able to refund your order without a valid receipt. Your order will be automatically refunded to the original payment method. 

Our in-store team will process your return provided the items are in a suitable condition, with all original labels attached and are not excluded from the returns policy. We do not accept returns on socks, swimwear, face masks, hosiery, earring and piercings for hygiene reasons. Sale items and gift cards are also non-refundable. 

Please note, we are unable to accept in-store purchases via post – they must be returned in store.