Exchange & Refund Policy
For all off-the-rack/stock items:
If for whatever reason you are not satisfied with your item(s), Ludlows offer an exchange or full refund on any stock item (non-personalised), exclusive of shipping and handling. Ludlows will exchange any stock item within 30 days of purchase, with proof of receipt. Ludlows will incur the cost of sending new item(s). To receive a refund, if eligible, the item must be returned in its original condition within 7 days of its arrival to you. The item must be unworn, unwashed, unaltered, and undamaged with the original tags attached. Any worn or damaged items are ineligible for a refund. Ludlows strives to provide products of the highest of quality; in the instance an item is faulty, Ludlows will incur the full cost of shipping.
For all custom-made items
Custom jackets, personalised wig tins and personalised robe bags are made specifically for you. This means no one else will be able to wear or use the item once it’s made. Due to this, Ludlows cannot accept any returns on made to measure or personalised items. Please be sure to check all measurements and personalisation carefully. Ludlows understands that sometimes alterations are required once you’ve received the jacket and will be more than happy to assist you with alterations up to 30 days after receiving your item. All shipping involved in the alteration of custom-made items will be at the expense of the customer.
Please consider that all wearable garments will, over time, differ from their original condition/appearance. This is particularly true if products are left in bright sunlight and/or are not properly stored. Ludlows cannot accept any responsibility for deterioration of garments due to poor care or neglect in the cleaning of garments.
- Contact us via email or telephone within 7 days upon receiving your order. Please include an explanation stating the reason for your return.
- Once we have approved your request, we will provide you with a return address. Please send the item(s) through your local post office within 3-5 business days from receiving the return form.
- Please save your proof of posting/dispatch and tracking information until your refund/return has been processed. Ludlows accepts no liability for return items during transit.
- All the return item(s) will undergo inspections. For faulty item returns, the refund will be process once the faults/issues have been confirmed. Once the refund has been processed by us, the funds will be credited back to your original bank account or online payment account.
Please Note: we reserve the right not to process the refund if they are returned in an unacceptable condition.