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Returns Details

Returns

Introduction

We understand that from time to time you may wish to return a product to us. We have created this 28 day returns policy to enable you to return products to us in appropriate circumstances. Please note we can not accept any returned items without their original tags.

This returns policy applies to customers all our customer world wide.

This policy does not affect your statutory rights (such as your rights under the Consumer Rights Act 2015 and the Consumer Protection (Distance Selling) Regulations 2000) .

Returns

Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:

  • We receive the returned product within 28 days following the date of delivery of the product
  • The returned product is unused, in its original packaging, with any labels still attached,
  • and otherwise in a condition enabling us to sell the product as new
  • You comply with the returns procedure set out below; and
  • None of the exclusions set out below apply.

Returns procedure

European & International Returns – Not including PayPal (see below for free PayPal returns)

Log into your Illusive Londonaccount, go to order history and click on the relevant order number left hand side. 

On the right side of the order you will see a return tick box, tick the box and select the reason for return. 

Click continue. You will then receive an email to confirm the return.

Return the package along with the invoice to us at the address below:

DBS Clothing Limited

Unit 8A Plaxton Park

Cayton Low Road

Scarborough

North Yorkshire

United Kingdom

YO11 3BQ

Please retain the proof of postage from the courier you use. 

Royal Mail: At Illusive London We now offer free returns for the UK via Royal Mail

Log into your Illusive Londonaccount, go to order history and click on the relevant order number left hand side. 

On the right side of the order you will see a return tick box, tick the box and select the reason for return. 

Click continue. 

You will receive an e-mail with the returns form to print off and send back with the garment.

Click on the hyperlink on the return email from Illusive London to access the free returns portal. 

https://www.royalmail.com/track-my-return/create/2332

Follow the step by step guide to fill in the returns form on the royal mail portal. (It is recommended to have adobe Acrobat Reader installed for the download)

Send the package back to us via royal mail

Please retain the proof of postage form the post office.

Illusive London do not accept responsibility for any missing returns packages. 

Free PayPal Returns: 

Only to purchases made directly through PayPal are eligible for free returns via PayPal.

Log into your Illusive London  account, go to order history and click on the relevant order number left hand side. 

On the right side of the order you will see a return tick box, tick the box and select the reason for return. 

Click continue. 

You will receive an e-mail with the returns form to print off and send back with the garment.

You will need to return the parcel the below address and pay for the postage.

DBS Clothing Limited

Unit 8A Plaxton Park

Cayton Low Road

Scarborough

North Yorkshire

United Kingdom

YO11 3BQ

Please retain the proof of postage from the courier you use – this is needed as proof so you can request your return through PayPal.

Log into your PayPal account and click the 'Request Return Shipping Refund' Link- enabling you to fill out a request refund request. You will need to provide your posting receipts to the PayPal return shipping on us service.

The balance for the postage will then be refunded by PayPal – subject to their approval process – you will need to upload the receipt for the return to the PayPal portal. Please note that Illusive London will not refund the postage for any Return Requests which have been rejected by PayPal.

PayPal Returns FAQ

Does the purchase have to be made through paypal.

Yes. Only to purchases made directly through PayPal are eligible for free returns.

 How do I Activate my free returns?

On the PayPal homepage select Benefits form the top banner – From here click activate returns on me. From here you will be able to request your refund by uploading the receipt for the return

How long do I have to request a refund from PayPal?

You have 30 days from the date the return is sent back to the seller to request a refund.

 How do I request a refund?

To ask for a refund, you will log into your PayPal account, select the transaction, and click the ‘Request return shipping refund’ link enabling you to fill out a refund request and provide your posting receipts to the PayPal Return Shipping on Us service.

 How will I be refunded and how long does it take?

If your request is accepted, you will receive the corresponding funds directly into their PayPal account. It can take up to 10 days from the time the you submit the refund request form for a refund to go through.

Does it work with all shipping methods?

Yes, Paypal accept returns from local post regular mail, courier, or any other regular shipping options or services.*

Is there a cap on the refunds offered?

Yes. There is a maximum amount allowed per refund depending on the buyers country and currency, but this is typically around €30 per request in mainland Europe and £15 per request in the UK. See full UK terms and conditions. If the cost of the return is greater then this the buyer will have to cover any additional costs themselves.  for more information please see; https://www.paypal.com/uk/webapps/mpp/refunded-returns/general-conditions

Can all customers benefit from this service?

This service is available to customers who have opted into the service and reside in one of the following countries: AustraliaAustriaBelgiumBrazilBulgariaCanadaChinaCroatiaCyprusCzech RepublicDenmarkEstoniaFinlandFranceGreeceHong KongHungaryIndiaIrelandIsraelItalyLatviaLithuaniaMalaysiaMaltaNorwayNetherlandsPolandPortugalRomaniaRussiaSingaporeSlovakiaSloveniaSouth AfricaSpainSwedenSwitzerlandTaiwanUSA and UK.

 Exclusions

The following products may not be returned under this policy: Goods that have been used, worn, washed, modified or damaged in anyway or do not have their original tags attached to the garment. 

Refunds

We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (excluding the original delivery charges and excluding the costs of returning the product to us).

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we received your returned product.

Unless the item you are returning to us is deemed to be faulty you will not be refunded the postage cost on that order. 

 Promotions/Offers

Please note that if you have placed an Order and received a free promotional item in return for spending in excess of a certain amount, please be aware that if you return an item for a refund which takes the value of this Order under the specified amount, you may be required to pay in full for the free item unless this item is returned at the same time as the item giving rise to the refund (this will be deducted from any refund due)

Improper returns

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):

We will not refund or exchange the product

If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you. 

Our email address is mail@IllusiveLondon.com

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