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Customer Care


Returns, Refunds and Exchanges

We cannot offer either refunds or exchanges on couture, bespoke or made-to-measure items unless a fault is found.

For all readymade and off-the-rack items our policy lasts 28 days. You must notify us within 14 days of receiving your item that you wish to return it and then have a maximum period of 14 days to return it from the date of notification. If 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned.

  • Underwear
  • Swimwear
  • Bathing goods 
  • Personalised goods (such as embroidered monogramming)
  • Gift cards

There are certain situations where only partial refunds are granted (if applicable and under exceptional circumstances) for readymade and off-the-rack items:

  • Any item not in the same condition that you received it
  • Any item not in its original packaging
  • Any item that is returned more than 28 days after delivery

To complete your return, we require a receipt or proof of purchase.

Here’s how:

  1. Fill out the Return Form, alternatively e-mail us at sales@leepaton.co.uk [Mon-Fri 8AM-8PM GMT] quoting your order number. 
  2. Make sure the merchandise you return is in its original condition, tags and packaging included.
  3. Pack the items in the order box (or any rigid carton box) 

Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.

Refunds (if applicable)

Once your return is received and inspected, we will contact you to notify you that we have received your returned item. Please allow 3 to 7 business days (depending on peak times) for your return to be processed. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. The time needed to process your refund may vary based on the payment method used:

Credit Card: Our bank will reimburse you within 7 business days of the Return Acceptance Confirmation e-mail. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.

PayPal: You will see the refund in your PayPal account within 24 hours of the Return Confirmation e-mail.

Late or missing refunds (if applicable)

If you have not received a refund after 14 days of approval you must contact your credit card company or bank, it may take some time before your refund is officially posted. If you have already done this and you still have not received a refund, please contact us at sales@leepaton.co.uk [Mon-Fri 8AM-8PM GMT].

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange a purchase for the same item, send us an email at sales@leepaton.co.uk [Mon-Fri 8AM-8PM GMT] and send your item to: Lee Paton, 8 Lant Street, London SE1 1QR, UK.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Shipping (Returns)

To return your product, you should mail your product to: Lee Paton, 8 Lant Street, London SE1 1QR, UK.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot be held responsible for items returned without any postal guarantee.

Payments

Lee Paton accepts the following payment methods:

Credit Card: Visa, MasterCard, American Express, JCB, Visa Electron, Maestro enabled debit cards. The total will be charged to your card when the order is shipped.  

PayPal: Easily shop online without having to enter your credit card details on the website.
Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.

Tax Information

Purchasing on Lee Paton is reserved for end consumers. Our prices are inclusive of VAT.
For each order, Lee Paton issues an invoice; the document will be sent as an attachment in the shipping confirmation e-mail.
Please note: once the order has been confirmed, there is no way to modify the details you have entered and it is not possible to issue a new invoice.  

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