Refund policy
Overview
We hope that you are completely satisfied with your QUIVE London purchase. In addition to your statutory rights, we offer eligible customers a 30-day return period beginning on the date their order is delivered.
This policy applies to purchases made through the QUIVE London website.
30-Day Returns
You may return an eligible item within 30 days of delivery.
To qualify under our extended 30-day returns policy, the item must be:
- Unworn and unused, other than being tried on indoors
- In its original, resalable condition
- Returned with all original tags, accessories and packaging
- Returned in its original shoe box or product packaging
Footwear should only be tried on indoors on a clean, soft surface.
The original shoe box forms part of the product. Please do not attach labels, tape or other materials directly to it. Place the original product packaging inside suitable protective outer packaging before returning it.
Your Statutory Right to Cancel
For orders placed online, you normally have the legal right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days beginning on the day after you receive your order. After notifying us, you normally have a further 14 days to return the goods.
To exercise your right to cancel, please contact us through our Contact Us page and provide your name, order number and details of the item you wish to return.
Your statutory rights are not affected by our additional 30-day returns policy.
Starting a Return
Before returning an item, please contact our Customer Care team through the Contact Us page.
Please include:
- Your full name
- Your order number
- The item you wish to return
- The reason for the return, where applicable
We will provide the appropriate return instructions.
Returns sent without following our return instructions may take longer to identify and process.
Free UK Returns
We offer free returns on eligible UK orders when the return is arranged using the return method or prepaid label provided by QUIVE London.
We cannot normally reimburse additional postage, upgraded delivery services or return methods arranged independently without our prior agreement.
Please retain your proof of postage until your return has been completed and your refund has been received.
Condition of Returned Items
Customers may inspect and try on an item in the same way they reasonably would in a shop.
Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, we may make an appropriate deduction from the refund to reflect any reduction in value.
Under our extended returns policy, items returned after the statutory cancellation period must remain unworn, unused and in their original, resalable condition with all original packaging and tags.
We may be unable to accept an extended-policy return where an item shows signs of wear, damage, alteration, misuse or improper care.
This does not affect your legal rights where an item is faulty, damaged or not as described.
Refunds
Once your return has been received, it will be inspected.
We will notify you when your return has been approved or contact you if further information is required.
Approved refunds will be made to the original payment method. We aim to issue refunds without undue delay and normally within 5 days of receiving the returned goods or receiving satisfactory evidence that the goods have been returned, where applicable.
Your bank, card issuer or payment provider may require additional time to show the refund in your account after it has been issued.
Original Delivery Charges
Where you exercise your statutory right to cancel the entire order, we will refund the cost of our standard delivery service where a delivery charge was paid.
Where you selected a more expensive or enhanced delivery option, we are only required to refund an amount equal to the cost of our standard delivery service.
Additional delivery charges may not be refunded where only part of an order is returned under our extended returns policy.
Exchanges
We do not guarantee direct exchanges.
Where you require another size or style, please contact our Customer Care team. Depending on availability and the circumstances of your order, we may advise you to return the original item and place a new order.
Faulty, Damaged or Incorrect Items
Please contact us before returning an item if:
- It arrived damaged
- You received the wrong item
- You believe it has developed a manufacturing fault
- It is not as described
Please provide your order number, a description of the issue and clear photographs where possible.
We will assess the matter and provide suitable instructions. Where an item is confirmed to be faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with your legal rights. This may include a repair, replacement, refund or price reduction, depending on the circumstances.
Reasonable return costs for confirmed faulty or incorrect goods will be covered by us.
Items That Cannot Be Returned Under the Extended Policy
We may be unable to accept a return under our extended 30-day policy where an item:
- Has been worn or used
- Has been altered, repaired or personalised after delivery
- Is damaged through misuse, neglect or improper care
- Is missing essential packaging, accessories or tags
- Is not in a condition suitable for resale
These restrictions do not remove any statutory rights you may have in relation to faulty, damaged or misdescribed goods.
Order Cancellations Before Dispatch
Please contact us as soon as possible if you wish to cancel or amend an order.
We will try to assist, but we cannot guarantee that an order can be changed or cancelled once processing or dispatch has begun.
If the order has already been dispatched, you may return it after delivery in accordance with this policy.
Model Cancellation Notice
To cancel an eligible online order, you may send us the following information through our Contact Us page:
“I hereby give notice that I cancel my contract for the sale of the following goods:
Order number:
Goods ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Date:”
Contact Us
For assistance with a return, refund, cancellation, faulty item or incorrect order, please contact the QUIVE London Customer Care team through our Contact Us page.
Nothing in this policy limits or excludes your statutory rights under applicable UK consumer law.