Shipping Information
Order Processing
At Ghost London, we understand your anticipation to receive our sophisticated collections. All orders are processed within 1-2 business days from the date of purchase, excluding weekends and holidays.
Shipping Methods & Timeframes
We offer two premium shipping options to ensure your Ghost London pieces arrive with the elegance they deserve:
Standard Shipping
- Carrier: DHL or FedEx
- Cost: $12.95
- Delivery Time: 10-15 business days after dispatch
Free Shipping
- Carrier: EMS
- Cost: Free for orders over $50
- Delivery Time: 15-25 business days after dispatch
International Shipping
We proudly serve a global clientele, with the exception of some Asian countries and remote locations. Please note that international customers are responsible for any customs duties, taxes, or import fees that may apply in their country.
Returns & Exchanges
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.
Need Assistance?
For any questions about our shipping or returns policy, or assistance with your order, 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.