Important update

Due to a reduced workforce and changing practices during this unprecedented time, we would like to make you aware of a few changes to our deliveries and returns service.

Deliveries
We have temporarily reduced our workforce for their own safety, so there may be a delay in dispatching orders. They will be sent out as soon as possible.

We are currently only dispatching Monday – Friday. Automated dispatch emails may still be received over the weekend, but please note the parcel will be dispatched on the following Monday.

We have opened a dedicated telephone order line. Call +44 (0)207 741 1055 between 12pm-6pm Monday to Friday and 12pm-4pm Saturday and Sunday, selecting option 1, and one of our team will be on hand to place your order.

For any other questions or concerns, email our Customer Care Team at customercare@radley.co.uk.

Thank you for your continued support and understanding.

The Radley London Team

We hope that you will love your order; however, if you change your mind, you can return any item within 30 days of receipt for a refund or replacement. This returns policy does not affect your UK statutory rights. (Please note that we are not able to accept any returns of earrings or face masks (for hygiene purposes) or personalised products, unless the item is faulty).

Here's what to do:

  • Please (i) indicate the item(s) you wish to return on your despatch note by ticking refund or replacement and selecting the reason for the return by writing the reason code number, or (ii) if you wish to cancel your order, you may complete and return the Cancellation Form (available here) to us . We are legally required to provide you with this form. It is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or a replacement. Without these details we won't be able to take the action you want us to.
  • • Place the product (unused and in its original packaging including the dog tag, gift wrap, accessories, dust bag and labels) with the dispatch note inside the outer packaging and seal securely. Fragrance items must be returned unused and sealed in the original packaging. Return your item via your selected method below and send to our returns address: Radley Website Returns Department. Radley + Co Unit 1 Site B Etheridge Avenue Brinklow Milton Keynes MK10 0BP, United Kingdom.
  • We will confirm by email when your return has been received and by email again when your refund or replacement has been processed.
  • Please note that refunds can take up to 14 days to process from receipt by our Returns Department.

Returns are free from the UK and certain other countries. For a list of all other countries for which we offer free returns, please see here. Please note that you will need to pay for the return of products to us from other countries. Please see the section on international returns for more details.

Free UK Returns

Goods must be returned within 30 days for a refund of your purchase price. Please see the section below on refunds for further details. Returns are free using the Royal Mail UK returns label from your despatch note. Items originally despatched to the UK but returned from a non-UK address will be treated as being an order from the country where the goods are being returned from.

  • ROYAL MAIL RETURNS – Affix the free Royal Mail UK returns label from your despatch note to your parcel. Drop off your parcel at your local Royal Mail post office and obtain proof of postage.

We will confirm by email when your return has been received and email again when your refund or replacement has been processed.

International Returns

EU Orders

  • Goods must be returned within 30 days of receipt for a refund of your purchase price. For EU countries that do not offer free returns (please see here for the list of all countries for which we offer free returns), unless the goods are being returned due to being faulty or incorrect, the cost of return is non-refundable. Radley also reserves the right to arrange collection, in which case the customer will be responsible for the collection charges. If returning the goods due to the goods being faulty or incorrect, please contact us.

Non-EU Orders

  • Non-EU Orders – Goods must be returned within 30 days of receipt for a refund of your purchase price. The delivery charge and, for non-EU countries that do not offer free returns (please see herefor the list of all countries offering free returns), the cost of returning the goods will only be refunded in the event that the goods have been returned due to being faulty or incorrect. If returning the goods due to the goods being faulty or incorrect, please contact us.

Free International Returns

  • To take advantage of our free international returns, you will need to register your return and create your returns label by visiting our returns portal and following the below instructions:

  • Once you have completed the returns request, you will need to print the label, (you will also receive this via email). You must affix this label to your parcel.
  • Please follow the drop off/collection instructions on the label supplied to complete the return.
  • We will confirm by email when your return has been received and by email again when your refund or replacement has been processed.

For all other international returns, unless the goods are being returned due to being faulty or incorrect, please note that you will need to arrange and pay for the return of products to us.

We recommend that you send your international parcel using registered post, recorded delivery or another secure method of delivery from a reputable carrier and retaining the receipt until you have received credit for the returned items. We also recommend that you send your international parcel using a delivery service that insures you for the value of the goods. We cannot accept responsibility for international parcels lost in transit.

Returns Policy

  • Items originally despatched to the UK but returned from a non-UK address will be treated as being an order from the country where the goods are being returned from.
  • The goods being returned must be unused, in their original packaging including dog tag, dust bag and labels. All footwear must be tried on a carpeted surface until you are certain you are keeping it. Footwear should be returned unmarked and in the original, undamaged box as this is considered part of the product. Footwear that is returned without a box, in a damaged box or with marked soles may not be accepted and may be sent back to the customer.

If you return your product in accordance with the timeframes and returns procedures set out above we will:

  • refund you the price you paid for the products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop (e.g. handling that is not in accordance with point 2 of the Returns Policy set out above). If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount;
  • refund delivery costs you have paid to receive your order. As permitted by law, the maximum refund will be the cost of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option;
  • process your refund to the original method of payment. Should the purchase have been made using more than one method, i.e. gift card and credit/debit card the refund will always be processed to the gift card in the first instance and the balance to the credit/debit card. We will contact you by email to let you know that your refund has been processed. Please note that refunds can take up to 14 days to process from receipt by our Returns Department.

Any refund out of policy will be at the discretion of the online team and will normally be given in Store Credit to the value of the current selling price.

Damaged and Faulty

If your goods are damaged or faulty when you receive them please explain this to us on your dispatch note/cancellation form or call our Customer Service team on +44 (0)207 741 1055 to discuss. We will deal with faulty products on a case by case basis.

Please note that if you have purchased Radley products from an alternative retailer and you find a fault with the product you should return the faulty product to the relevant retailer.

If your goods become faulty over time:

Radley + Co products are made to the highest standards, with rigorous quality control checks made throughout the manufacturing process. Please be aware that leather is a natural product and a level of marking on the hide is to be expected. We consider this an important aspect of each Radley product’s individuality.

Where products do not perform to expected quality standards we offer the following guarantees:

Handbags, Small Leather Goods and Umbrellas: 1 year from date of purchase*

Jewellery: 1 year from date of purchase*

Luggage Items: 2 years from date of purchase*

Wheeled Luggage Items: 5 years from date of purchase*

Watches: 2 years from date of purchase. Items not covered by the warranty are batteries, straps and bracelets. Damage caused from accidents or mishandling to any part of the watch, including strap, buckles, bracelets and watch glasses. Water penetration, except in watches marked as water resistant. Tarnishing of the watch case or bracelet caused by external agents.

*Please note that removable items such as dog tags, charms, luggage tags etc are not included in the product guarantee.

This guarantee covers faults caused by manufacturing or the material used. It does not cover normal wear and tear or misuse. If a problem develops with a product during regular use, please contact our Customer Services Team on +44 (0) 8450 707080, 8am to 8pm, Monday to Friday, 9am - 6pm Saturday and Sunday, or contact us.

Proof of purchase

You must have your receipt, gift receipt or delivery note available for us to refund your goods. We will refund the original debit, credit or charge card, PayPal account, Gift Card or Store Credit used to purchase the returned goods.

Exchanges

Please note we do not offer exchanges for alternative items, colours or sizes. An exchange is placed as a new order. This will involve placing a new order and taking payment details from you again. You will be refunded for any returned item(s) in line with the policy stated above.

For our full terms and conditions please click here.