At Ghost London, we are committed to ensuring your complete satisfaction with our sophisticated collections. If your purchase doesn’t meet your expectations, we’re here to help with a seamless returns process that reflects the elegance of our brand.

Important Note: We kindly request that returns are initiated within 15 days of receiving your order to be eligible for a refund or exchange.

Return & Exchange Process

To ensure a smooth and sophisticated returns experience, please follow these steps:

  1. Initiate Your Return Request
    Contact our customer service team at [email protected] within 15 days of receiving your order. Please use the return request template provided below to ensure we have all necessary information.
  2. Prepare Your Items
    Items must be in their original condition – unworn, unwashed, with all tags attached, and in original packaging. Please include the original invoice with your return.
  3. Ship Your Return
    Once your return is approved, we’ll provide shipping instructions. Return shipping costs are the responsibility of the customer, unless the return is due to our error.
  4. Processing Time
    Please allow 5-7 business days for us to process your return once received at our facility.

Refund Information

Once your return is processed and approved:

  • Refund Timeframe: Refunds will be issued within 7-10 business days after we receive and inspect your returned items
  • Refund Method: Refunds will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable
  • Exchange Processing: For exchanges, we’ll ship your new item once we receive the returned product

Non-Returnable Items

To ensure the integrity and sophistication of our collections, the following items cannot be returned or exchanged:

  • Jewelry items (including our exclusive Turquoise Jewelry collection) for hygiene reasons
  • Hats and Accessories that come in direct contact with skin or hair
  • Items that have been worn, washed, or damaged after delivery
  • Products without original tags or packaging

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email Content:

Dear Ghost London Customer Service Team,

I would like to request a return/exchange for my recent order. Below are my details:

Order Number: [Please insert your order number] Order Date: [Please insert order date] Items to Return: [Please list items, sizes, and quantities] Reason for Return: [Please specify – size issue, style preference, etc.] Preferred Resolution: [Refund / Exchange for (specific item)] Customer Name: [Your full name] Email Address: [Your email address]

Please provide instructions for shipping the return items.

Thank you,
[Your Name]

International Returns

As we serve a global clientele (excluding some Asian and remote locations), international returns follow the same policy. Customers are responsible for any customs duties or international shipping costs associated with returns.

For any questions about our returns policy or assistance with your return, please contact our dedicated customer service team at [email protected].

We appreciate your trust in Ghost London and are committed to ensuring your shopping experience reflects the sophistication and elegance of our collections.