Return Policy
Important Notice:
We do not offer free returns — return shipping costs apply.
At Evelyn & Hugo London, we take great pride in the quality of our products and aim for every customer to be completely satisfied.
However, if you are not fully happy with your purchase, you may return your item under the conditions below.
By completing your purchase, you acknowledge and accept these terms.
How to Initiate a Return
You may request a return within 30 days of receiving your order.
To begin the return process, please follow these steps:
-
Submit a Return Request – Contact our customer service team at info@evelynandhugo.com with your order number and the reason for your return.
-
Our team will review your request and provide detailed return instructions.
Return Conditions
To ensure a smooth process, please note the following requirements:
-
Return Period: Returns must be initiated within 30 days of delivery. Requests made after this period cannot be accepted.
-
Item Condition: Items must be unused, undamaged, and returned in their original packaging.
For hygiene reasons, we cannot accept returns for swimwear, lingerie, or underwear. -
Return at Customer’s Risk: Customers are responsible for ensuring the safe return of their item. Evelyn & Hugo London is not liable for lost or damaged parcels during transit or for returns held by customs.
-
Track & Trace Required: All returns must include a valid tracking number. Returns sent without tracking information cannot be processed or refunded.
-
Pre-Approval Required: Only authorised returns (approved by our team) will be accepted. Unauthorised returns will be refused.
Refunds
Once we have received and inspected your returned item, we will notify you via email regarding the approval or rejection of your refund.
If approved, your refund will be issued to your original payment method within 30 days.
If you have not received your refund after 30 days:
-
Please check your bank or card statement.
-
Contact our team at info@evelynandhugo.com for further assistance.
Return Shipping Costs
Customers are responsible for all return shipping costs.
We strongly recommend using a tracked shipping method to ensure your parcel reaches us safely.
For any questions or concerns regarding returns, please reach out to our customer care team at info@evelynandhugo.con.
We’re here to help ensure your shopping experience remains smooth and secure.