Shipping Policies

Delivery to the UK, USA, or EU

Orders destined for the UK, USA, or EU will usually be dispatched by the next working day via DDP (Delivered Duty Paid). If you need your order to be delivered on a certain day, or would like us to delay postage, please email contact@thedecklondon.com including your order number.

If you have paid via PayPal please leave 1-2 days for the transaction to clear, if you need next day delivery on your order please contact us directly and we can make arrangements. If you still haven’t received your order in 5 working days please get in touch.

Delivery to Australia

For Australian orders that have been ordered without prepayment of Duties & Taxes, we strongly recommend these customers review our 'Customs Duties & Taxes' section. 

Additional Information for USA Orders

For certain orders shipped to the United States, our shipping partners may require additional details to complete the delivery process. Please note the following important information:

• Some USA-bound orders may require extra information from the recipient.
• The Deck London is not able to provide these details on behalf of the client.
• If requested, it is the client's responsibility to provide the necessary information directly to our shipping partner.
• Failure to provide the required information may result in the order being returned to us.

In the event that an order is returned to us due to the client's failure to provide the necessary information to our shipping partner, the policies outlined under "Customs Duties and Taxes" will apply. This includes:

• Refunds will be issued as store credit only.
• The refund amount will be the original purchase price minus any additional fees incurred (e.g., initial shipping, return shipping, handling fees).

To avoid any complications or unexpected charges, we strongly advise our USA customers to be prepared to provide any additional information that may be required by our shipping partners. If you have any questions or concerns about potential additional requirements for your USA order, please contact our customer service team on contact@thedecklondon.com before placing your order.

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Refunds & Exchanges on Ready-To-Wear

If you are not satisfied with an item purchased, you can simply return it to us within 30 days of receipt of item(s) for an exchange or refund. Please email contact@thedecklondon.com, so that we can understand the reason for the return. All returns and exchanges must be unused and returned in perfect condition, with original packaging. 

Please allow up to 7 working days for all returns to be processed from the date we receive your return. You will receive an email notification once the refund process has been completed. 

If an exchange is requested, availability of the requested replacement item cannot be guaranteed, however we will do our utmost to satisfy your request. Your replacement order will be sent to you via Standard Delivery once the returned item is received and processed. 

We will refund you the original price paid for the return item, less any adjustments or credits that may have been subsequently issued (if any).

All returns will be credited to the original purchaser’s form of payment. Refunds of items purchased with a gift card will be issued in the form of another gift card.

 

Customs Duties and Taxes

In cases where an order is rejected by the customer or returned to us due to unpaid customs duties or taxes, the following policy applies:

• The customer will receive a refund in the form of store credit only.
• The refund amount will be the original purchase price minus any additional fees incurred, including but not limited to:
• Initial shipping costs
• Return shipping costs
• Any handling fees associated with the return

Please note that this policy is in place to cover the costs we incur when orders are rejected or returned due to customs issues. We strongly recommend that customers familiarise themselves with their country's import duties and taxes before placing an order to avoid any unexpected charges or complications.

If you have any questions about this policy or need clarification on potential customs charges for your order, please contact our customer service team on contact@thedecklondon.com before placing your order.

 

Refunds & Exchanges on Made to Order 

All garments made to order are non-refundable and non-exchangeable. This also includes RTW that has had alterations done to it. Because all made to order garments are made specifically for you, they are exempt from our RTW exchange and refund policy.

 

How to return Ready-To-Wear 

1. Making a return by mail

Please return the item(s) using the original shipping box and packing materials. Please include each item(s) in its original packaging as well as the copy of your invoice. Please email contact@thedecklondon.com to notify us, explaining why you are returning or exchanging the item(s). We are keen to have you satisfied with your purchase. It is your responsibility to make sure returned orders reach us so we advise you use special delivery to obtain a proof of return. You shall receive an email notification upon the completion of the returns process. If you have any questions please do get in touch.

 

2. Making a return to our store

We offer in-store return for products purchased at www.thedecklondon.com. Please return your item(s) in store within 30 days of the receipt of your order items. All in-store returns will require a proof of purchase or copy of your invoice.

 

Faulty Goods

Please note, returns of faulty items will only be accepted if the goods were faulty when delivered, and communicated to the team within the first week of receipt. We take every effort to check your purchase thoroughly for any faults before dispatching. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty.

Similarly, we cannot accept responsibility for garments that have been damaged during cleaning if our instructions have not been followed. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.

If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card to the value of the item at the time of purchase and any shipping costs incurred at the time of sale. Please note that refunds can take up to 30 days and are subject to regulations.

 

Colours 

We have made every effort to display as accurately as possible the colours of our products that appear on www.thedecklondon.com. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.