FREQUENTLY ASKED QUESTIONS

HOW CAN I SHOP?

You can shop all of our products by browsing through the 'Shop' tab. If you like something, simply add it to your cart and checkout using your chosen payment method and delivery details, and let us take care of the rest! Remember, adding items to your cart does not hold them for you. 

WHERE IS MY ORDER?

If you have placed an order before 2pm, we aim to dispatch your item on the same working day. Delivery times tend to be 3-5 working days, however can take longer due to current circumstances with COVID and the UK national lockdown. You will receive a tracking number after placing your order, simply use it to check the status of your package. If for any reason you item has not been delivered within the given time-frame, please contact the courier or email us as info@ardourlondon.com for help.

CAN I RETURN OR EXCHANGE AN ITEM?

We accept returns up to 15 days from the day of your purchase. In order to process a return, simply email us at info@ardourlondon.com with your name, order number and shipping information and let us take care of the rest. We currently cannot process direct exchanges, instead you will be asked to return your item and the money will be refunded. You will then be able to purchase the correct item.

 

WHAT HAPPENS IF I RECEIVE A FAULTY ITEM?

We believe quality is a core essential of any brand and we have worked hard to ensure that our products meet high standards. However, sometimes we could miss something as we are only human. If you believe you have received a faulty item, please kindly send us an email to info@ardourlondon.com and we will ensure to resolve the problem

I ENTERED THE WRONG ADDRESS FOR SHIPPING, WHAT DO I DO?

Sometimes it can be a long day, so you might quickly checkout without realising that you had an address saved that you lived in 5 years ago. Not to worry, if you send us an email as soon as you've placed your order, we will try our best to amend the shipping address. Although we want to do our best to resolve the issue, we cannot always guarantee that we can change the shipping address. Once the item has been dispatched with the courier, it is unfortunately out of our hands to make amendments. So on that note, pause your Netflix series and check your details properly before hitting checkout!

DO YOU SHIP INTERNATIONALLY?

We offer international shipping for most countries, however we do recommend that you check with us before placing an order. Simply email us at info@ardourlondon.com to check if we are able to ship to your chosen country! Kindly note that international shipping is not eligible for free shipping over £30. Our international shipping costs do not include any customs or taxes upon arrival to your chosen country, please bear this in mind before placing your order.

WHEN WILL I RECEIVE MY REFUND?

Your refund should arrive to the same method of payment within 14 working days of us receiving your returned item. For any issues regarding your refund, kindly email us at info@ardourlondon.com.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Yes! We ensure to keep all of your personal information confidential. We do not pass on any information to third party companies.

CAN I JOIN THE TEAM?

There's nothing nicer than someone wanting to join our family. However, due to the small scale of our business, we are currently not hiring members for our team. That being said, we are always open to collaborations and projects to participate in. If you have a brain fart, we want to hear from you! Email us at info@ardourlondon.com! Please kindly note that we are a modest fashion brand, so we are only able to participate in projects that align with our beliefs. Thank you for understanding!

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