Exchange & Returns

Returns are easy. If you’ve changed your mind, you can return eligible items within 30 days of receipt. Items must be unused and returned with original packaging and all tags/accessories.
Personalised products, pierced jewellery (such as earrings), face masks and footwear cannot be returned unless faulty.

If your item is faulty or damaged, contact us within 48 hours so we can help. Customer Care is available Monday to Friday, 10am to 5pm GMT/BST.

Returns window: within 30 days of receipt
Item condition: unused, with original packaging, tags attached and any accessories such as dust bags
Non-returnable unless faulty: personalised products, pierced jewellery (such as earrings), face masks, footwear
UK: use the Royal Mail returns label included in your parcel, or create a new label online if needed
International: US customers use the returns portal; all other international customers return orders to our UK warehouse

1) Return eligibility & item condition

We hope that you will love your order; however if you change your mind you can return any eligible item within 30 days of receipt for a refund or replacement.
- If you purchased your Radley product from a third-party retailer (either in-store or online), please contact the retailer directly for any returns, exchanges, or refunds. Radley cannot accept direct returns for items not purchased from our own retail channels.
Ensure items are in perfect condition and with the original packaging including the dog tag, gift wrap, accessories, dust bag and labels.
Goods must be unused and in the original packaging. The delivery charge on the original order is non-refundable.
We reserve the right to reject items outside of our policy and may return them to you.
This returns policy does not affect your UK statutory rights.
Personalised products cannot be returned unless faulty.
Pierced jewellery (such as earrings) and face masks cannot be returned unless faulty.
Footwear cannot be returned unless faulty.
Clothing must be returned in an unworn fragrance-free condition with all labels attached. Any items that are marked or smell of fragrance will be returned to you.

2) UK: How to return

Goods must be returned within 30 days for a full refund of your purchase price. Returns are free using the Royal Mail UK returns label found inside the box.

Pack the product securely and include your despatch note inside the outer packaging.
Attach the Royal Mail 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.

Please ensure you ask for a stamped Certificate of Posting at the post office for all returns. Keep this in a safe place with the remaining part of the Despatch Note until you have received your refund as it is your proof of postage in the event of the goods being lost in transit.

If you no longer have the pre-paid returns label, you can create a new Royal Mail returns label here: https://www.royalmail.com/track-my-return#/details/4793

We will email you when your refund has been processed.

3) International: How to return

If your goods are damaged or faulty when you receive them, please contact our Customer Care team within 48 hours of receiving your order at customercare@radley.co.uk or telephone +44 (0) 191 743 3905. Lines are open Monday to Friday 10am - 5pm GMT/BST.
If you placed your order on Radleylondon.com you can call +1 855 4368 690 from the USA. Lines are open Monday to Friday 5am – 1pm (EST/EDT)
US customers: to register your return and create your returns label please visit our returns portal: https://radley.returnsunlimited.com/
Returns are free from the USA via the returns portal.
All other international customers: please arrange and pay for return shipping to our UK warehouse address below.
EU Orders – Goods must be returned within 30 days of receipt for a full refund of your purchase price. Unless the goods are being returned due to being faulty or incorrect, the cost of return is non-refundable and Radley reserves the right to arrange collection, in which case the customer will be responsible for the collection charges. If returning the goods due to being faulty or incorrect, please contact us.
Non-EU Orders – Goods must be returned within 30 days of receipt for a full refund of your purchase price. The delivery charge and cost of returning the goods will only be refunded in the event that the goods have been returned due to being faulty or incorrect, in which case please contact us.
Put the product (unused and in its original packaging including the dog tag, accessories, dust bag and labels) with the completed despatch note inside the box and send to: Radley Website Returns Department. Radley + Co Unit 1 Site B Etheridge Avenue Brinklow Milton Keynes MK10 0BP, United Kingdom.
For orders outside the UK, we strongly recommend that you use registered post, recorded delivery or another secure method of delivery from a reputable carrier, retaining the receipt until you have received credit for the returned items. We recommend that you send your International parcel using a delivery service that insures you for the value of the goods. Radley cannot accept responsibility for International parcels lost in transit.
It can take up to 14 days for us to receive your return, depending on which postal service you use.
We will email you when your refund has been processed.
Please note that refunds can take up to 15 working days to process from receipt by our team.

4) Faulty or damaged on arrival

If your unwanted goods are damaged or faulty when you receive them, please contact our Customer Care team within 48 hours of receiving your order on +44 (0) 191 743 3905 or at customercare@radley.co.uk. Lines are open Monday to Friday 10am - 5pm GMT/BST.

Before returning your items, please contact our customer care team with details of the fault including pictures if possible. This will help the team to be able to support you in the best possible way.
The faulty goods being returned must be unused, in their original packaging including dog tag, dust bag and labels. Shoes should be returned unmarked and in the original, undamaged shoe box as this is considered part of the product.
- Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted and may be sent back to you.
Proof of purchase - Ordinarily if you have your receipt or delivery note we’ll refund your original method of payment used to purchase.
Faulty items will be assessed and, if appropriate, you have the choice of receiving (i) a full refund for the value of the product and the original delivery charge; or (ii) an exact replacement. If your item is replaced, you will not be charged the additional postage.
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.
When returning, please indicate the item(s) you wish to return on your despatch note ticking refund or replacement and selecting the reason for the return by writing the reason code number. 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.
If you no longer have the pre-paid returns label (UK), you can create a new Royal Mail returns label here: https://www.royalmail.com/track-my-return#/details/4793

5) Faulty over time (product guarantee)

Radley 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 or creasing 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*
Luggage Items: 2 years from date of purchase*
Wheeled Luggage Items: 2 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.
Smartwatches: 2 years from date of purchase. Items not covered by warranty are batteries, bands, damaged caused from accidents or mishandling and water penetration.

*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.
Before returning your items, please contact our customer care team (information below) with details of the fault including pictures if possible. This will help the team to be able to support you in the best possible way.
The faulty goods being returned should be well packaged to prevent any further damage in transit, and include any dog tags, dust bags or labels where possible.
Please contact our Customer Care Team on +44 (0) 191 743 3905, Monday to Friday 10am - 5pm GMT/BST, or contact us at customercare@radley.co.uk.

6) Watches: returns & repairs

Our watch returns and repairs are handled by our partner, Peers Hardy. For any faults or queries about your watch, please contact the Peers Hardy team using the contact details below.

My watch is faulty, what do I do?

In the unlikely event of a fault arising under the terms of the guarantee, return the watch directly to Radley Services, where it will receive expert attention and will be returned promptly. Please include with your watch the completed guarantee form, proof of purchase, explain the nature of the fault and ensure you provide your name, address, an email address and phone number so if we need to contact you, we can do so quickly.

Our address is:

Radley Watch Services
Peers Hardy
Precision House
Starley Way
Solihull
B37 7GN

We recommend the use of a tracked delivery service such as Royal Mail Recorded delivery.

How do I contact you?

Email: radleywatches@peershardy.co.uk
Phone: 0121 524 1400
Monday-Friday, 9am – 4pm (GMT/BST)

Are your watches adjustable, if so where can I have the band made smaller to fit my wrist?

Your Radley watch can be sent to us with the completed wrist gauge to get altered free of charge. Alternatively, you can try your local qualified jewellers or watch makers who should be able to do the alterations for you.

How long is the Radley guarantees valid for?

Your Radley watch is guaranteed against defects of material and manufacture for the period of two years from the date of purchase. This does not affect your statutory rights.

Smartwatches are guaranteed for two years from date of purchase.

What is covered under the Radley guarantee?

Your timepiece is guaranteed against any defective parts or construction for 2 years from the date of purchase. Your guarantee is only valid if you present your original receipt when returning the watch. The guarantee provides you with the rights which are in addition to the consumer statutory rights and therefore do not limit these statutory rights. A full complete after sales service is also available, after the guarantee expires or if a repair is required that is not covered under guarantee.

What is not covered under the Radley guarantee?

The guarantee does not cover the following:

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 such as perfumes or creams.

Where do I send it for non-guarantee repairs or servicing?

At Radley we offer excellent product servicing for watches, these include:

Complete movement overhaul
Battery replacement
Case and glass cleaning
Replacement straps, bracelets and charms

The watch will then be guaranteed against defective workmanship or materials for a period of six months in accordance with the exclusive clauses previously stated.