Return policy
Return Policy
Last Updated: June 27, 2026
At Paul & Leonora London, customer satisfaction is our priority. If for any reason you are not completely satisfied with your purchase, we are here to help. Please read our Return Policy carefully before requesting a return.
If you have any questions regarding your order or this policy, please contact us at paulleonoralondon@gmail.com before returning any items.
1. Our Fulfilment Process
To reduce unnecessary waste and minimize our environmental impact, Paul & Leonora London operates using a direct supplier fulfilment model. Instead of maintaining large warehouse inventories, many of our products are shipped directly from our trusted manufacturing partners.
As a result, approved returns must be sent to our supplier's designated return facility, which may be located in China. The correct return address will always be provided after your return request has been approved. Please do not return any items without prior authorization.
2. Return Requests
If you wish to request a return, you must contact us within 14 days of receiving your order by emailing:
Please include:
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Your order number
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The reason for your return request
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Any relevant information that may help us process your request
Return requests can only be submitted after your order has been successfully delivered.
Once your request has been reviewed and approved, we will provide you with detailed return instructions and the appropriate return address.
3. Return Conditions
To qualify for a return, the following conditions must be met:
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Items must be unused, unworn, unwashed, and in their original condition.
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All original tags, labels, and packaging must still be attached.
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Trying on an item is acceptable; wearing it beyond fitting purposes is not.
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Returned products must show no signs of use, damage, stains, odors, or alterations.
For hygiene and safety reasons, certain items cannot be returned once opened or used, including but not limited to:
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Underwear
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Swimwear
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Jewellery
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Other hygiene-sensitive products
Sale or discounted items may only be eligible for return where required under applicable consumer law or where the item is defective.
4. Return Shipping Costs
Unless the item is incorrect, damaged, or faulty upon arrival, customers are responsible for all return shipping expenses.
This includes, where applicable:
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International shipping costs
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Customs duties
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Import or export fees
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Any additional carrier charges
Returns must be shipped to our supplier's designated return address in China.
Customers remain responsible for arranging the shipment and ensuring the package reaches the return destination safely.
We strongly recommend using a tracked shipping service. Returns sent without proof of shipment or tracking information may not be eligible for processing if they cannot be located.
5. Alternative Solutions
Because international returns can be expensive and time-consuming, Paul & Leonora London may, where appropriate, offer an alternative resolution instead of requesting the item to be returned.
Depending on the situation, this may include:
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A partial refund
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Store credit
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A replacement item
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A discount on a future purchase
Any alternative solution will be discussed individually via email and agreed upon by both parties before being processed.
6. Damaged, Incorrect or Defective Items
If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery by emailing:
To help us resolve the issue as quickly as possible, please include:
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Your order number
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A clear description of the problem
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Clear photographs showing the issue
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Photos of the packaging, if applicable
Providing complete information allows us to investigate the issue efficiently and offer an appropriate solution.
Depending on the circumstances, we may offer a replacement, refund, or another suitable resolution.
7. Refunds
Refunds are processed only after the returned item has been received and inspected at our designated return facility.
Once your return has been approved, your refund will be issued to your original payment method within 14 days.
Please note:
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Original shipping charges are non-refundable unless otherwise required by applicable law.
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Refund processing times may vary depending on your payment provider or financial institution.
8. Order Changes and Cancellations
We begin processing orders shortly after they are placed to ensure fast dispatch.
For this reason, orders that have already entered processing may not be eligible for cancellation or modification.
If you need assistance with your order, please contact us as soon as possible at paulleonoralondon@gmail.com. We will always do our best to assist you where possible.
If a delivery issue occurs, we kindly ask that you contact us before initiating a payment dispute or chargeback so we have the opportunity to resolve the matter promptly.
9. Customer Responsibility
Customers are responsible for ensuring that the shipping address provided during checkout is accurate and complete.
If an incorrect address has been entered, please contact us within 24 hours of placing your order at:
Once an order has been processed or shipped, address changes may no longer be possible.
Paul & Leonora London cannot be held responsible for orders that have been successfully delivered to the shipping address provided by the customer according to the carrier's tracking information.
Contact Us
If you have any questions regarding returns, refunds, or your order, our customer support team is happy to assist.
Paul & Leonora London
Email: paulleonoralondon@gmail.com