RETURN & REFUND POLICY

At Cooper London, we want you to feel confident when shopping with us. If something is not quite right, our customer service team will be happy to assist you.

Order Cancellations & Changes

We begin processing orders shortly after they are placed so that they can move through fulfilment as quickly as possible.

If you wish to cancel your order or make changes to your delivery details, please contact us at info@cooper-london.co.uk within 15 minutes of placing your order.

During this initial 15-minute period, we will make every reasonable effort to process your cancellation or amendment before fulfilment begins.

After this period, your order may already have entered our automated processing or fulfilment system. Once processing has begun, we cannot guarantee that an order can be cancelled, amended or intercepted before delivery.

Tracking information may not always update immediately at every stage of fulfilment. An order may therefore already be progressing through our fulfilment or delivery network before a new tracking scan becomes visible.

If your order can no longer be stopped, please allow delivery to be completed and contact our customer service team for assistance with the applicable return process.

This cancellation procedure does not limit any statutory rights you may have under applicable consumer law.

14-Day Return Window

You may notify us that you wish to return an eligible item within 14 days of receiving your order.

Once you have notified us of your return, the item should be returned in accordance with the return instructions provided by our customer service team.

For standard change-of-mind returns, customers are responsible for the cost of returning the goods.

Please handle products only as reasonably necessary to inspect their nature, characteristics, fit and appearance. We reserve the right to make any deduction permitted by applicable law where returned goods have been handled beyond what would reasonably be permitted when inspecting them in a shop.

How to Start a Return

Before sending anything back, please email:

info@cooper-london.co.uk

Please include:

• Your order number

• The item(s) you wish to return

• Your reason for returning the item

Our customer service team will provide you with the correct return address and instructions.

Do not return your parcel to the address shown on the original shipping label.

The shipping label may display the address of a carrier, logistics provider or fulfilment partner and is not necessarily our designated return facility.

Returns sent to an unauthorised or incorrect address may not be identifiable or recoverable and may therefore significantly delay or prevent us from processing the return.

Return Condition

Returned goods should be:

• Complete

• Unworn other than reasonable fitting

• Unwashed

• Free from damage caused after delivery

• Returned with any original accessories or components supplied with the product

Customers may inspect and try on clothing in the same manner that would reasonably be permitted in a physical store.

Return Shipping Costs

For standard returns where the product is not faulty, defective or incorrect, return shipping costs are the customer's responsibility.

We do not provide prepaid return labels for standard change-of-mind returns.

Return costs vary depending on your location, the chosen carrier, parcel size and the destination of our designated return facility.

We strongly recommend using a tracked shipping service and retaining your tracking number and proof of postage until your return and refund have been completed.

Cooper London cannot be responsible for a return shipment that is lost before reaching our designated return facility where the customer selected and arranged the return carrier.

Damaged, Defective or Incorrect Items

If you believe you have received an item that is damaged, defective or incorrect, please contact us at info@cooper-london.co.uk within 14 days of delivery.

Please provide:

• Your order number

• A clear description of the issue

• Clear photographs or video showing the product and the reported issue

Please do not dispose of or return the product before receiving instructions from our customer service team.

Once we have reviewed the information provided, we will offer an appropriate solution in accordance with your statutory rights.

Where the product is confirmed to be faulty, damaged or incorrectly supplied, we will not require you to bear return costs where the law requires Cooper London to cover them.

Partial Returns

You do not need to return your entire order.

Where an order contains multiple items, individual eligible products may be returned separately.

Any refund will relate only to the products included in the approved return.

Refund Processing

For returned goods, we may wait until we have received the returned item or until you provide acceptable evidence that it has been sent back, as permitted by applicable law.

Once the return has been received and approved, we will process the applicable refund to your original payment method.

After a refund has been issued by Cooper London, please allow approximately 3–5 business days for the funds to appear in your account. Actual processing times may vary depending on your bank, card issuer or payment provider.

Where required by law, any applicable standard outbound delivery charge will also be refunded. Additional costs resulting from choosing a delivery method more expensive than our standard delivery option are not refundable except where required by law.

Exchanges

If an item is not suitable because of its size or fit, please contact us before arranging a return.

Where possible, our customer service team may be able to assist you with an exchange or another suitable solution.

Availability of replacement sizes or products cannot be guaranteed.

Lost Parcels

If your parcel has not arrived within 30 days of your purchase date, please contact us so that we can investigate the shipment.

Where a parcel is confirmed to have been lost in transit, we will provide an appropriate replacement or refund.

A temporary delay or lack of a recent tracking scan does not by itself mean that a parcel has been lost.

Delivery Delays

Estimated delivery dates are estimates and may occasionally be affected by carrier delays, unusually high shipping volumes or circumstances outside our reasonable control.

If your parcel remains within the delivery timeframe stated in our Shipping Policy and tracking confirms that it is progressing through the delivery network, it will not normally be considered lost or eligible for a delivery-delay refund at that stage.

Nothing in this section affects any rights available to you under applicable consumer law.

Refused, Unclaimed or Undeliverable Parcels

We recommend that customers do not refuse delivery as a substitute for following our authorised return procedure.

Parcels may be returned to a carrier or fulfilment facility rather than directly to our designated return facility if they are:

• Refused at delivery

• Left unclaimed

• Undeliverable because of an incorrect or incomplete address

• Not collected from a collection point

• Returned without following our return instructions

This can significantly delay identification and processing of the parcel.

If you are experiencing a delivery issue, please contact the carrier using your tracking number or contact our customer service team for assistance.

Incorrect Delivery Information

Customers are responsible for checking that their shipping information is correct before completing their order.

If you notice an error, contact info@cooper-london.co.uk immediately.

We will try to amend the information where possible, but once the order has entered processing or fulfilment we cannot guarantee that the delivery details can be changed.

Contact

For questions about an order, cancellation, return, exchange or refund, please contact:

info@cooper-london.co.uk

We aim to respond within 24 hours.

Please include your order number in your message so we can assist you as quickly as possible.