FAQs

We wish our clients to enjoy every piece they have purchased, however sometimes it might not be the right one. Don’t worry, here's what you need to know about returning your purchase.

Returning an item:

After you have made your decision, and wish to make a return, you must meet the following conditions:

• It is within 14 days of the delivery date

• It is still in its original, unused, unaltered, and unwashed condition

• It is still with original tags and packaging

• Footwear must be returned with the dust bag and original shoe box as these are considered part of the product. Please place the shoe box inside a shipping box to prevent damage during shipping.

Where can I request to return?

There’s no paperwork needed, please contact us as soon as possible at enquiries@layerslondon.com to let us know you’re int ending to return an item and provide a tracking number, if you have one.

Using your preferred shipping company, please send all returns to the following address:

LAYERS (returns)

17 Albemarle Street

London

W1S 4HP

UK

What will happen if I still want to return the product and do not meet one or more of the listed conditions?

Unfortunately, we cannot accept your return request. Furthermore, if we were not notified beforehand, returns that do not respect our policy may be sent back to the original shipping address at our discretion.

I am making a return from outside of the UK, what should I do?

Follow our normal return procedure, and please note that it is important to ship international packages using your country’s most reliable shipping company. For added safety, please ensure all packages are shipped with a tracking number. Be sure to keep your receipt and ask for a tracking number, as we cannot be responsible for goods lost or damaged in transit.

If you’ve paid customs tax after receiving the item, please make sure to mark the item as RETURN TO SELLER on the paperwork when sending, as you can use this to claim your fees later from your local customs tax authority.

Yes! We accept returns in person, you can make an exchange if the stock is available or request a refund, however remember that you do still need to meet our return policy.

Yes, you can exchange the item with another item of the same value or less. But if the item you have ordered previously qualified for free shipping (over £500), and the new does not, we will request a delivery fee for the new item.

A refund will be issued back via your original payment method for the sum paid less the shipping fee within 3 business days of receiving your return. Once your refund has been processed, a refund confirmation will be sent to the email address provided when checking out. Your financial institution may require additional time to process the refund to your account.

Please note that shipping fees are not refundable, unless the item shipped is wrong or faulty. 

Please note that shipping fees and customs charges for returned goods are the customer’s responsibility.

We offer worldwide shipping via premium carrier partners like DHL, and our goal is to ensure the fastest and most reliable delivery service. For some locations a local courier will be preferred (e.g. Russia).

We aim to process your order as soon as possible (1-4 working days). After you have placed the order, you will receive an email acknowledgement. This will be followed by another email containing your tracking information once we have verified your payment details and shipped the item.

Please note that the orders are collected by courier from 11 AM to 4 PM, Monday to Friday. If you have placed an order during the weekend it will be processed on the following Monday.

You can check the status of your delivery by clicking on the tracking link in your confirmation email. Deliveries normally happen Monday to Friday, 9AM to 5PM.

Shipping times will vary. We cannot take responsibility for delays due to customs clearance or any customs charges incurred, as it is out of our control and depends on your local authorities.

UK deliveries
Orders from within the UK normally should be with you in 2 working days.

EU deliveries
With parcels delivered to Europe, we aim to deliver it in 4 working days. However, due to Brexit delivery might be delayed due to customs clearance, please do give it a little bit of time when it happens. 

International deliveries
International delivery can take from 3 to 14 working days, depending on the country and the speed of their customs clearance process.

All prices for orders outside the UK are tax free. We don’t charge any extra processing fees, and we don’t include customs fees in the price. This ensures you pay the lowest possible price for the item, however you would most likely receive a notice to pay your local taxes and custom fees before receiving the parcel. That would be issued by your local tax and customs authority and is calculated by them.
Unfortunately it is very difficult to predict the charges precisely, but in the vast majority of cases the difference in price you get when buying an item tax free should cover the fees you will incur.

Normally customs will keep your parcel for a period of time waiting for fees to be cleared, and after that it will be returned back to us. 

Once we have received your parcel, we will start to process your refund. Please note that in such cases the refund will not include delivery fees. 

If you have further questions please contact us at enquiries@layerslondon.com, we are more than happy to help.