Return & Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Returns must be returned to our UK OFFICE, please email us first to set up the return otherwise the return won’t be valid.
If the customer fails to message within the 14 days return policy the return period has expired, we may still honour an exchange however that is at our discretion. Customers have 5 additional days (14+5)to send the item/s back to us after emailing with intent to return. Items not sent within the 5 days will forfeit the return policy.
Please note for a change of mind or incorrect size it is the buyers responsibility to incur any international shipping fees to return and the item/s and exchange price differences. For advice on sizing please refer to sizing charts or contact us directly. As a small business we are unable to operate on free returns. Thank you for your understanding.
Damages are an exception and in this case the costs will be covered by us and a refund or replacement will be provided as compensation.
To start a return, you can contact us at orders@thecardigandepartment.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Lost, Delayed, or In-Transit Parcels
- Parcels are not considered lost unless officially declared lost by the carrier
- Customers may not self-declare a parcel as lost due to delayed tracking or lack of scans
- Orders still showing movement or recent scans are considered in transit, not lost
- Refunds or replacements are not issued until the carrier completes their investigation and confirms loss
Address Accuracy
- Customers are fully responsible for providing a correct and complete shipping address
- If an incorrect address is provided and the order has shipped, we cannot refund or replace the order
- It is the customer’s responsibility to retrieve the parcel from the address supplied
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, we will send out the requested new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@thecardigandepartment.com
