Return Policy

RETURNS & REFUNDS POLICY

Last Updated: 13 August 2026

At Saint Giovanni De La Mode Ltd, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains how to cancel an eligible online order, make a return, request an exchange or refund, and report faulty, damaged, incorrect or missing items.

Nothing in this policy is intended to exclude, restrict or limit your statutory consumer rights.

1. CAN I RETURN MY ITEM FOR A REFUND?

Subject to the exceptions set out below, customers purchasing eligible goods online may notify us that they wish to cancel their purchase within 14 days of receiving their order.

After notifying us that you wish to cancel, you should return the goods to us within a further 14 days.

You do not need to provide a reason when exercising an applicable statutory cancellation right.

To request a return, please contact:

Email: info@saintgiovannidelamode.com

Please include your:

  • full name;

  • order number; and

  • item or items you wish to return.

We will provide you with the appropriate return instructions.

2. CONDITION OF RETURNED ITEMS

You are permitted to inspect and try on an item to the extent reasonably necessary to establish its nature, characteristics and fit, in a similar way to how you might inspect an item in a physical shop.

Please handle and repackage returned products with care.

Where reasonably possible, returned items should be:

  • unworn other than for reasonable inspection or trying on;

  • undamaged;

  • free from stains;

  • free from makeup;

  • free from pet hair;

  • free from deodorant, perfume or other strong odours;

  • returned with original tags and ribbons attached; and

  • returned with any original packaging and accessories supplied with the item.

If an item has been handled beyond what is reasonably necessary to inspect it and this has reduced its value, we may make an appropriate deduction from the refund for the diminished value where permitted by law.

We may refuse a voluntary return that falls outside your statutory rights if the item does not meet our return conditions.

Nothing in this section affects your statutory rights where an item is faulty, damaged, incorrect, misdescribed or otherwise does not conform to the contract.

3. SALE AND PROMOTIONAL ITEMS

Items purchased during a sale or promotion, or using a promotional code, remain subject to applicable statutory consumer rights.

Where an eligible online purchase qualifies for a statutory cancellation right, purchasing the item at a discounted or promotional price does not remove that right.

Any refund will normally be based on the amount actually paid for the returned item after any applicable discount.

Any additional voluntary exchange, credit-note or promotional-return conditions that go beyond your statutory rights may be stated separately as part of the relevant promotion.

Nothing in any promotional condition will remove or restrict rights that cannot legally be excluded.

4. ITEMS THAT CANNOT BE RETURNED FOR CHANGE OF MIND

Certain products may be excluded from statutory change-of-mind cancellation rights where an applicable legal exception applies.

This may include, where applicable:

  • goods made to your specifications;

  • clearly personalised or customised goods;

  • sealed goods that are not suitable for return for health-protection or hygiene reasons where the seal has been broken; and

  • other goods excluded from cancellation rights under applicable consumer law.

Where an exclusion applies to a particular product, we will seek to make this clear before purchase where required.

These exclusions do not affect your rights if an item is faulty, damaged, not as described or otherwise fails to meet applicable legal requirements.

5. HOW TO MAKE A RETURN

Before returning an item, please email:

info@saintgiovannidelamode.com

Please provide:

  • your name;

  • your order number; and

  • details of the item or items being returned.

We will provide you with the appropriate return instructions and, where applicable, a returns form.

Contacting us before sending your return helps us identify and process the returned package as quickly as possible.

We strongly recommend using a tracked or otherwise verifiable postal or courier service and retaining your proof of postage until your return has been completed.

You remain responsible for a change-of-mind return while it is being sent back to us, subject to your applicable legal rights.

6. RETURN ADDRESS

Please contact us before sending a return so that we can confirm the correct returns address and any applicable return instructions.

Do not return an item to our registered office unless we have confirmed that it is the correct returns address for your order.

This helps prevent delays or returned packages being sent to a location that cannot process them.

7. DO I HAVE TO PAY RETURN POSTAGE?

For an ordinary change-of-mind return, customers are responsible for the direct cost of returning the item unless:

  • we have expressly offered free returns;

  • a specific promotion states otherwise; or

  • applicable law requires us to pay the return cost.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it.

Where we are responsible for the return costs under applicable law, we will provide appropriate return instructions or reimburse reasonable return postage as required.

We recommend retaining proof of postage for all returns.

8. HOW LONG DOES A REFUND TAKE?

Once we receive an eligible returned item, we will process your refund without undue delay and within the timeframe required by applicable consumer law.

For a valid statutory cancellation involving returned goods, we will normally refund you no later than 14 days after we receive the returned goods.

Where permitted by law, we may withhold reimbursement until we have received the goods back or you provide satisfactory evidence that you have sent them back, whichever occurs first.

Your refund will normally be issued to the original payment method, unless another method has been expressly agreed.

Once we issue your refund, your bank, card issuer or payment provider may require additional time to credit the money to your account. This processing time is outside our control.

You will receive confirmation once your refund has been processed.

9. WILL MY ORIGINAL SHIPPING FEE BE REFUNDED?

Where you validly cancel an eligible online order under your statutory cancellation rights, we will refund the applicable standard delivery cost paid by you where required by law.

If you selected a more expensive delivery method, such as express, premium or next-day delivery, we are generally only required to refund an amount equivalent to the least expensive standard delivery method that we offered.

Any additional amount paid for an upgraded delivery service may therefore be non-refundable.

This does not affect situations where a delivery or fulfilment error was caused by us.

10. EXCHANGES

If you would like to exchange an eligible item, please email:

info@saintgiovannidelamode.com

Please include:

  • your full name;

  • order number;

  • item you wish to return; and

  • replacement product or size requested.

Exchanges are subject to availability.

If your requested replacement is unavailable, we may offer another available option or process an applicable refund and ask you to place a new order.

Our voluntary exchange service does not affect your statutory cancellation or consumer rights.

11. I RECEIVED A FAULTY OR DAMAGED ITEM

We are sorry if you receive an item that is faulty or damaged.

Please contact us as soon as reasonably possible at:

info@saintgiovannidelamode.com

Please provide, where appropriate:

  • your full name;

  • order number;

  • shipping address;

  • product name or product code;

  • photographs showing the issue; and

  • a brief description of the fault or damage.

Photographs may help us investigate the issue but will only be requested where reasonably appropriate.

Goods supplied to consumers must meet applicable legal requirements, including requirements relating to quality, fitness for purpose and description.

Where applicable, consumers may have a statutory short-term right to reject faulty goods within 30 days and receive a refund.

Rights may also continue after the initial 30-day period. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund under applicable consumer law.

We will not restrict your statutory rights to a store credit simply because a fault is reported more than 30 days after delivery.

12. I RECEIVED THE WRONG ITEM

If you receive an item that you did not order, please contact us as soon as possible at:

info@saintgiovannidelamode.com

Please provide:

  • your name;

  • order number;

  • shipping address;

  • details of the item ordered;

  • details of the item received; and

  • photographs where reasonably helpful.

We will investigate the issue and provide appropriate instructions.

Where we have sent an incorrect item, we will arrange an appropriate remedy and will not require you to bear reasonable return costs where those costs are our responsibility.

13. MY REFUND OR EXCHANGE IS INCORRECT

If you believe that we have incorrectly processed your refund or exchange, please contact:

info@saintgiovannidelamode.com

Please provide your order number and details of the problem.

We will investigate the matter and correct any error for which we are responsible.

14. CANCELLING AN ORDER BEFORE DISPATCH

If you wish to cancel or change an order before it has been dispatched, please contact us as soon as possible at:

info@saintgiovannidelamode.com

We will make reasonable efforts to accommodate your request.

However, if your order has already entered the fulfilment or shipping process, we may not be able to stop it before dispatch.

Where the order has already been dispatched, you may still have applicable statutory cancellation and return rights after delivery.

15. IF WE CANCEL YOUR ORDER

Occasionally, we may need to cancel an order.

This may occur where, for example:

  • an item becomes unexpectedly unavailable;

  • there is an obvious pricing or product-information error;

  • payment cannot be authorised;

  • we reasonably suspect fraudulent or unauthorised activity; or

  • circumstances outside our reasonable control prevent us from fulfilling the order.

If we cancel an order after receiving payment, we will refund the applicable amount paid.

We will normally contact you using the details provided with your order.

16. MY ORDER HAS NOT ARRIVED

If your order has not arrived within the expected delivery period, please contact:

info@saintgiovannidelamode.com

Please provide:

  • your full name;

  • order number;

  • shipping address; and

  • details of the item or items ordered.

We will review the tracking information and, where necessary, raise an investigation with the relevant courier.

Courier investigations may take time to complete. We will keep you informed where reasonably possible.

Any courier investigation procedures or time limits do not remove or restrict your statutory consumer rights.

17. TRACKING SAYS DELIVERED BUT I HAVE NOT RECEIVED MY ORDER

If courier tracking shows that your order has been delivered but you have not received it, please contact us as soon as possible at:

info@saintgiovannidelamode.com

Please provide:

  • your full name;

  • order number;

  • shipping address;

  • product details; and

  • any delivery photograph or information supplied by the courier, where available.

Before contacting us, you may also wish to check:

  • the delivery location shown in the tracking information;

  • safe places around the property;

  • with members of your household; and

  • with neighbours where appropriate.

We may open an investigation with the courier, which can include checking tracking records, delivery information and the relevant delivery depot.

A courier's internal claims or enquiry deadline does not, by itself, remove any statutory rights you may have against us.

We will assess each claim based on the circumstances and applicable consumer law.

18. SUSPECTED FRAUDULENT ACTIVITY

We reserve the right to reasonably investigate suspected fraudulent, abusive or dishonest activity associated with an order, return, refund or customer account.

This may include situations involving:

  • repeated or suspicious claims that orders have not been received;

  • items returned that do not correspond to the original order;

  • evidence that products have been materially used or altered before return; or

  • suspected payment or account fraud.

Where reasonably necessary and permitted by law, we may delay processing while we investigate a claim or refuse future orders associated with suspected fraudulent activity.

We will not use this provision to unlawfully withhold a refund or restrict statutory consumer rights.

If you believe we have made an error, please contact us and we will review the matter.

19. INTERNATIONAL RETURNS

International customers should contact us at:

info@saintgiovannidelamode.com

before sending a return.

Please include your order number and the items you wish to return.

Return rights for international customers may vary depending on the customer's location and any mandatory consumer laws that apply.

Where we voluntarily provide return rights that go beyond applicable statutory requirements, any additional conditions will be communicated clearly.

Customers are responsible for change-of-mind international return postage unless we state otherwise or applicable law requires us to bear the cost.

Please ensure that international returns are correctly identified as returned merchandise where required. Customers should follow any applicable customs or carrier requirements when returning goods.

20. YOUR STATUTORY RIGHTS

Nothing in this Returns & Refunds Policy excludes, restricts or replaces statutory rights available to consumers under applicable law.

In particular, your rights regarding goods that are faulty, damaged, not as described, not of satisfactory quality or otherwise fail to comply with applicable consumer law remain unaffected.

21. CONTACT US

For questions concerning returns, refunds, exchanges, faulty items or order cancellations, please contact:

Saint Giovanni De La Mode Ltd

Company Registration Number: 11383847

Email: info@saintgiovannidelamode.com

Registered Office:
LG09, The Shepherds Building
Charecroft Way
London
England
W14 0EE
United Kingdom