Returns
Enjoy quick and easy returns on all orders within 28 days of purchase receipt with FREE worldwide returns.
We accept returns on items that are unused, in the original packaging and have a registered return made within 28 days of receipt.
Please note that we are currently offering an extended returns period during the Holiday season. Any order placed between Nov 15th 2024 - Dec 14th 2024 will be eligible to be returned until Jan 15th 2025. The returns service is FREE for all UK and US orders and orders over £200 for Europe and Rest of the World.
You’ll need your order number, along with your email address linked to your DeMellier order. Once verified, select the items you intend to return and follow the steps online.
All items must be returned in perfect new-like resalable condition, unused, and with the original packaging (including boxes and dust bags) with the protective film still attached on the hardware. We are unable to offer a refund on items that are deemed damaged - scratched, worn, not in their original packaging or missing any packaging.
For UK Returns; After submitting your return request, print your return label, or download your QR code and proceed to return your order at a nearby drop-off location.
For International Returns; After submitting your return request, print your return label. Once prepared, proceed to a nearby drop-off location for return.
Please note that if you are returning your order from the following countries, you will require a commercial invoice, this document will be provided when you submit your return online, please print three copies of your commercial invoice. Affix these to the outside of the package you are returning.
Switzerland, Ukraine, Serbia, Bosnia and Herzegovina, Moldova, North Macedonia, Armenia, Albania, Montenegro, Luxembourg.
If you are returning your order from Italy, Portugal, Spain or Israel you will be asked to provide your local ID number to register your return.
Your returned items will be delivered directly to our warehouse for processing, please allow up to 10 working days for your return to be processed.
If you made your purchase through a partnered retail location, then any return will need to be made in accordance with the return/cancellation policy of the relevant retailer and should not be returned directly to us.
Refunds
We will process your refund within 3 - 5 working days of delivery and an email will be sent to confirm your return has been processed.
Unfortunately we are not able to process exchanges. If you would like to change the style you have ordered please return it and we will issue a refund on the original order and a new order needs to be placed. We are very happy to place the new order over the phone, you can reach us on +44 (0) 207 730 94 11.
Personalised Items
Personalised products are any products which have been personalised/customised/tailored/monogrammed to your specifications. These products (when delivered as described and in good condition) cannot be cancelled, exchanged or returned after the order has been placed.
The customer is held responsible for any customer generated mistakes:
- wrong selection of colour
- wrong appearance of colour
- wrong order quantity
- typographical errors in spelling (initials)
Problems with a bespoke order must be reported to customerservices@demellierlondon.com within 14 days of receipt. If any mistakes were made to the bespoke order on behalf of DeMellier, these would be rectified free of charge. When confirming your bespoke order, please verify carefully each detail to avoid any issues stated above.