Refund policy

Return and Refund Policy

Last updated: 25 July 2026

Thank you for shopping with European Direct & Co. We want you to be satisfied with your purchase. This Return and Refund Policy explains how cancellations, returns, exchanges and refunds are handled.

For assistance, contact us at support@europeandirect.uk.

1. Right to Cancel

Customers in the United Kingdom, European Union and European Economic Area may have a legal right to cancel an online purchase without providing a reason.

You may notify us that you wish to cancel your purchase within 14 days of receiving your order.

When an order contains multiple items delivered separately, the cancellation period begins on the day the final item is delivered.

After notifying us of your cancellation, you must return the affected products within a further 14 days.

These rights do not affect any additional rights available to you under applicable consumer protection laws.

2. How to Request a Return

To request a return, email us at:

support@europeandirect.uk

Please include:

  • Your full name;

  • Order number;

  • The item or items you wish to return;

  • The reason for the return;

  • Photographs, when the item is damaged, defective or incorrect.

We will review your request and provide return instructions and, where applicable, a return authorisation.

Returns must be sent to:

European Direct & Co – Returns Department
[INSERT RETURN ADDRESS]

Do not send products to an address shown on the original shipping label unless we have confirmed that address as the correct return location.

Products returned without the required information or to an unauthorised address may experience processing delays.

3. Return Conditions

Unless the product is damaged, defective or incorrect, returned items should be:

  • Unworn and unused, other than being tried on as reasonably permitted;

  • Unwashed;

  • Free from stains, odours, alterations and damage;

  • Returned with the original tags attached;

  • Returned with the original packaging where reasonably possible;

  • Accompanied by proof of purchase.

Customers may inspect and try on clothing in the same way they would reasonably do in a physical shop.

We may reduce the refund when an item has been handled beyond what is reasonably necessary to inspect its nature, characteristics and fit, resulting in diminished value.

4. Items That Cannot Be Returned

The following products may not be eligible for return for change-of-mind reasons:

  • Products made to the customer’s specifications or clearly personalised;

  • Sealed hygiene-sensitive products that have been unsealed after delivery;

  • Underwear or similar intimate products where the hygiene seal has been removed;

  • Products that have been worn, washed, altered or damaged after delivery;

  • Gift cards;

  • Products expressly identified as non-returnable where permitted by law.

These exclusions do not apply when a product is faulty, damaged, incorrectly described or not the product ordered.

Products marked as sale, promotional or clearance items remain subject to any mandatory cancellation, conformity and consumer protection rights that apply to the customer.

5. Return Shipping Costs

For change-of-mind returns, the customer is normally responsible for the direct cost of returning the product.

We recommend using a tracked shipping service and retaining the shipping receipt until the return has been completed. European Direct & Co is not responsible for a return parcel that is lost before reaching the authorised return address.

European Direct & Co will cover reasonable return shipping costs when:

  • The product is damaged upon arrival;

  • The product is defective;

  • The wrong product was delivered;

  • The product is materially different from its description;

  • We have otherwise confirmed in writing that return shipping will be covered.

Customers should contact us before paying to return a damaged, defective or incorrect product. We may provide a prepaid return label or another return method.

Unauthorised express, premium or unusually expensive return shipping costs may not be reimbursed.

6. Damaged, Defective or Incorrect Products

Please inspect your order after delivery and contact us as soon as reasonably possible if an item is damaged, defective, incorrectly described or different from what you ordered.

Email support@europeandirect.uk with your order number and clear photographs showing:

  • The complete product;

  • The defect or damage;

  • The packaging;

  • The shipping label, where relevant.

Depending on the circumstances and applicable law, we may offer:

  • A repair;

  • A replacement;

  • A price reduction;

  • A full or partial refund.

Nothing in this policy limits your mandatory legal rights concerning faulty, damaged, misdescribed or non-conforming goods.

7. Refunds

We will notify you when your return has been received and inspected.

When a refund is approved, it will be issued to the original payment method.

For a valid exercise of the legal right to cancel, the refund will include the price paid for the returned products and the cost of the least expensive standard delivery option offered for the order.

Additional delivery costs resulting from choosing express, priority or another premium delivery method are not refundable beyond the cost of standard delivery.

We may withhold the refund until:

  • We receive the returned products; or

  • You provide sufficient evidence that the products have been returned,

whichever occurs first.

Eligible refunds will normally be issued within 14 days after we receive the returned products or acceptable proof that they were sent back.

After we issue a refund, your bank, card provider or payment service may require additional processing time before the funds appear in your account. This processing time is controlled by the payment provider.

8. Original Shipping Charges

Original standard shipping charges will be refunded when required by applicable cancellation laws.

Original shipping charges may not be refunded for returns made outside a mandatory cancellation right, unless:

  • The product was damaged;

  • The product was defective;

  • The wrong product was delivered;

  • We expressly agree otherwise.

Premium or express shipping upgrades are generally non-refundable except where required by law or where the delivery service was not provided as agreed.

9. Exchanges

We do not guarantee direct exchanges because product availability may change.

The quickest way to obtain a different size, colour or product is usually to:

  1. Request a return for the original item;

  2. Wait for the return instructions;

  3. Place a new order for the preferred item.

When available, we may arrange a direct exchange at our discretion.

Your statutory rights are not affected.

10. Order Cancellations Before Dispatch

To request cancellation before dispatch, email support@europeandirect.uk as soon as possible.

Include your full name and order number.

We will attempt to stop the order, but cancellation before dispatch cannot be guaranteed once processing or fulfilment has started.

When an order cannot be stopped, you may request a return after delivery in accordance with this policy and your applicable cancellation rights.

11. Refused and Unclaimed Deliveries

Refusing delivery does not automatically complete a cancellation or return.

Please contact us before refusing a parcel whenever possible.

When a parcel is refused, unclaimed or returned because an incorrect or incomplete delivery address was provided, reasonable shipping or handling costs may be deducted where permitted by law.

Mandatory consumer rights remain unaffected.

12. Late or Missing Refunds

If we have confirmed that a refund was issued but it has not appeared in your account:

  1. Check your bank or card statement again;

  2. Contact your card issuer or payment provider;

  3. Allow the payment provider’s stated processing period;

  4. Contact us at support@europeandirect.uk if the refund is still missing.

Please include your order number and the date on which the refund was approved.

13. Model Cancellation Notice

To exercise your right to cancel, you may email the following information to support@europeandirect.uk:

I hereby give notice that I cancel my contract for the sale of the following goods:

Products:

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Date:

You do not have to use this exact wording, provided your decision to cancel is clear.

14. Contact Information

For questions about cancellations, returns or refunds, contact:

European Direct & Co
Email: support@europeandirect.uk