What is the returns policy for products bought online?
We will be happy to to offer you a full refund, if you return your purchase to us in its original condition within 28 days of receipt - i.e. in their original packaging, unworn, unwashed and complete with their original labels.
We reserve the right to refuse a refund for items returned that are not in a re-saleable condition. Unfortunately, we are unable to offer an exchange for any items being returned to our warehouse.
You do not need to inform us before you send us a return.
If we have made a mistake on an item sent to you, or it is faulty, damaged or of unsatisfactory quality, we will refund the delivery charges that you have paid to receive that item – unless it was sent to you with other items that you are not returning for any of the reasons above. If you do receive an incorrect, faulty or damaged item, please contact the Customer Service Team on telephone number +44 29 2010 1487 (09:00 – 17:30 Monday to Saturday / 11:00am – 17:00pm on Sundays. Please Note: our office is closed on Christmas Day, New Year's Day, and Easter Sunday) or by e-mail at customerservices@austinreed.com who will be happy to help.
We will only refund the price of the item to the purchaser once it is received by us. Please allow up to 10 working days for the refund to show in the purchaser’s account.
For your Right to Cancel, please see the Contract and Contract Cancellation section of our terms and conditions.
Products We are Unable to Refund
Unfortunately, pierced Jewellery products cannot be returned for hygiene reasons. Swimwear may only be returned to us if the hygiene strip has not been removed
UK Returns
In Store
You cannot return items to a Austin Reed concession.
Returns to us by Post
You will find instructions enclosed with your order. You must complete the Returns Note attached to the Dispatch Note indicating the quantity you are returning and the reason for the return.
We offer a FREE returns policy, please find your free returns label attached to your despatch note
Keep details of goods returned, together with the remaining part of the Dispatch Note and Proof of Return Document, until you have received your refund, in case of the unlikely event of returned goods being lost in transit. We would also recommend that you use a postal service that insures you for the value of goods that you are returning
Please allow up to ten days for your goods to reach us.
Returns Paid by Amazon Payments
Goods purchased using Amazon Payments can not be exchanged or returned in store. Please instead follow the returns process above to receive a refund.
International Returns
Items may be returned to us within 28 days from the date of receipt for a refund. All return postage costs are the responsibility of the customer. Address your package to: Austin Reed Online Returns, Jaeger Retail Limited, Unit A3, Hall Dene Way, Seaham, Durham, SR7 0PZ.
How long will my refund take to process?
Once you have returned your online goods by post to our warehouse, the item will be checked.
Once processed, a credit transaction will be made for the returned goods directly back to the debit, credit or charge card you used to pay for the items on your original order. Please allow 10 working days after our receipt of the goods for the credit to appear on your account. Please contact Customer Services on telephone number +44 29 2010 1487 (09:00 – 17:30 Monday to Saturday / 11:00am – 17:00pm on Sundays. Please Note: our office is closed on Christmas Day, New Year's Day, and Easter Sunday) if you have any queries.
Please allow 10 working days after our receipt of the goods for the credit to appear on your account.
