Shipping and Delivery

Customers shopping in mainland UK and countries within the European Union (EU) are required to pay UK VAT at the current rate.

Customers shopping in USD and shipping to the United States will have their orders shipped DDP (Delivered Duty Paid) and will not be liable for customs duties and taxes. 


Customers shopping in RoW (Rest of World) locations including the Channel Islands will have their orders shipped DDU (Delivered Duty Unpaid) and may be liable for customs duties and taxes.  These duties and taxes are established by each local government and are a legal requirement.

Please note that if you refuse a package on delivery you will be liable to cover all shipping costs.


United Kingdom

Next Day Delivery

We aim to have your order delivered to you the next available working day provided your order is placed by 2.00pm Monday to Friday.  

Please note orders to Northern Ireland will be delivered on the second working day after order despatch. Delivery to the Channel Islands will be treated as a RoW location and you may be liable for customs duties and taxes.

Next Day Premium

We aim to have your order delivered to you, by 12.00noon, the next available working day provided your order is placed by 2.00pm Monday to Friday.  Orders placed after 2.00pm on Friday will be processed on Monday for Tuesday delivery. Based on delivery location the FedEx Premier Delivery Service may not be available, please contact our Customer Care team for more information. 

Saturday Premium

We aim to have your order delivered to you, by 3pm, the next available Saturday provided your order is placed by 2.00pm Friday.  Orders placed after 2.00pm on Friday will be processed the following week. Based on delivery location the Saturday Premium Delivery may not be available, please contact our Customer Care team for more information.

Same Day Delivery (London)

Available for customers located in London, zones 1-3. Orders placed before 2.00pm Monday to Friday will be despatched on the same day. Orders placed over the weekend will be delivered the next available working day. Your order will be delivered between 9.30am and 6pm.

Free Collect in Store

Our ‘Collect in Store’ service is available from our London boutiques only. Your items will be delivered to store within two working days of placing your order and you shall receive a notification once ready for collection.  Your order will be available to collect for 10 days only after this time it shall be returned to our warehouse for a refund.

To collect in store you will need to bring proof of purchase, such as your confirmation email, as well as personal identification.You may either return your items to store or have the items collected via our complimentary returns service.

Our 'Return to Store' service is available with our London boutiques only. Items can only be returned to store if they have been prearranged with our Customer Care team or via our website. We are unable to process your refund in store; your items will be returned to our warehouse where they will be processed for refund or exchange. We are only able to refund you via the method of payment.


International

International Delivery

We aim to have your order delivered to you within 1-3 days, pending customs clearance.


Customs Duties and Taxes for Rest of World

We currently ship all orders (excluding UK, EU and US orders placed in USD) DDU (Delivery Duty Unpaid). Customs duties and taxes shall be invoiced once the item has cleared customs, either prior to or after delivery dependent on your location and you will be invoiced via the courier service. Some countries may require you to hire a broker. You, the customer, are liable for all charges.

Customers in RoW locations who return their orders for a refund to temperleylondon.com are responsible for retrieving the charges for customs duties and taxes. Temperleylondon.com is unable to refund the customs fees however we may provide you with information relevant to request a refund.


Holiday Delivery 

UK Delivery 

In time for Christmas: Order before 2PM GMT Wednesday 23 December for delivery before 25 December 

In time for New Year: Order before 2PM GMT Wednesday 30 December for delivery before 31 December 

Orders placed in the UK* during UK public holidays are not available for next day delivery, they will be delivered within the next two working days

 

*Please note that if you wish to have your order delivered to Northern Ireland or a remote area within the UK, you should allow a little longer for your delivery, please contact our Customer Care team for a more accurate estimate.

Our London Same Day Delivery service will close at 2PM on 23rd December and will resume on 4th January.

 

European Delivery 

In time for Christmas: Order before 2PM GMT Friday 18 December for delivery before 25 December

In time for New Year: Order before 2PM GMT Tuesday 22 December for delivery before 31 December

 

USA & Rest of World Delivery 

In time for Christmas: Order before 2PM GMT Wednesday 16 December for delivery before 25 December

In time for New Year: Order before 2PM GMT Monday 21 December for delivery before 31 December

Please note this is subject to local customs clearance

 

Christmas Returns Policy

We offer an extended returns period over the festive season. All orders* placed on or between 7th December and 26th December 2015 can be returned up to 12th January 2016. Orders placed on or after 27th December will be in accord with our usual terms and conditions.

*Outlet and Sale items are included in the extended returns policy

 

Holiday Customer Care Opening Hours

Thursday 24th December: 9am-12pm

Friday 25th December: CLOSED

Saturday 26th December: CLOSED

Sunday 27th December: CLOSED

Monday 28th December: CLOSED

Tuesday 29th December:  9am-5.30pm

Wednesday 30th December: 9am-5:30pm

Thursday 31st January: 9am-12pm

Friday 1st January: CLOSED

 

Business returns to normal Monday 4th January 2016

Kindly note due to the busy seasonal period we will endeavour to fulfil all online purchases to the timescales outlined above, however due to certain factors beyond our control this cannot be guaranteed.


Returns and Exchanges

Processing your Return

At Temperley London we are committed to ensuring the highest level of service.

Whilst hoping that you are delighted with your order, if you are not perfectly satisfied we will gladly offer you a full refund or exchange for the same item in a different size or colour. We must however stress that in order to receive a refund or exchange, the item(s) must be unworn and in perfect condition, with all garment tags still attached and in their original packaging. Temperleylondon.com reserves the right to refuse a refund or exchange on items we deem unfit for resale. This does not affect your statutory rights.

All online returns, whether products are sold at full or discounted prices, must be arranged through our Website and returned via our worldwide free returns service. Items returned via a different method including those not pre-authorised by temperleylondon.com and those sent outside of our returns period may not be accepted.  

Customers outside the UK are liable for any additional import duties, customs and local sales taxes and are responsible for organising a refund of such charges where an item is returned to temperleylondon.com in accordance with our Terms and Conditions.

Temperleylondon.com proudly offers a complimentary return and exchange service (in accordance with our Terms and Conditions). Our complimentary returns service is only applicable to your first return. If you wish to return items from your order on separate occasions then the further return shipping charge will be deducted from your refund.


•    Return requests on full priced items, including Temperley Bridal accessories, must be initiated within 14 days of delivery
•    Return requests on Temperley Bridal, excluding accessories, must be initiated within 21 days of delivery
•    Return requests on sale items must be initiated within 7 days of delivery


We aim to process your refund within 10-14 working days of receipt of your return.

All returns returned in accordance with our terms and conditions are entitled to a full product refund or exchange. Your refund will exclude shipping costs and for RoW orders; customs duties and taxes (please refer to Customs Duties and Taxes for more information on these charges).

You will need to include your invoice in order for temperleylondon.com to identify your order and allocate your refund, exchange or store credit accordingly. If you wish to keep a record of your invoice then please log-in to your online account where you will be able to print a duplicate copy, alternatively you may request one with our Customer Care team.

FedEx will guarantee that the package arrives safely and on time. Therefore only returns sent using our elected courier company FedEx will be accepted. Goods returned by any other means such as standard post or other courier services are not advised as Temperley cannot be liable for any loss or damage to such deliveries.

Goods purchased online can only be accepted as returns via our Online Boutique and will not be refunded nor exchanged at any of our worldwide boutiques or stockists. Refunds can only be given via the original method of payment. If you receive store credit for an online order this may only be used against online orders at temperleylondon.com.

If you have received an unwanted gift that has been purchased from temperleylondon.com we are able to offer you an exchange or store credit to the same value the item was purchased at, we will require proof of purchase in order to do this. We are only able to refund gifts via the original payment in accordance with our usual Terms and Conditions.  

If a special discount code was applied to your order the amount refunded will be repaid at the discounted value.


Consumer Protection (Distance Selling) Regulations, 2000

In addition to our returns service, if based in the EU, you are entitled to the right to cancel your order within 7 working days of receiving your order, this is under the Consumer Protection (Distance Selling) Regulations, 2000 (DSR’s). Written notice of cancellation of your order must be sent via email to online@temperleylondon.com and we will provide you with delivery details. You will be responsible for returning your order to us.

Orders cancelled under the DSR do not qualify for our complimentary returns service and we recommend you send the order back under an insured service that can be tracked.  Undelivered orders are not the responsibility of temperleylondon.com.

To cancel your order under the DSR your order must be returned complete and remain unworn with the tags attached. We shall refund the standard delivery charge in addition to your order unless a part of your order is returned whereby we shall refund only the items returned, excluding the standard delivery charge.


Incorrect/Faulty Goods

Temperley London prides itself on outstanding quality and design. We have a dedicated team who regularly conducts quality checks of stock to verify the good condition of products. If you suspect that you have received a product with some kind of flaw or fault then please contact our Customer Care team as soon as possible quoting your order reference number, we will advise how to proceed with the return.

If your item was purchased at one of our UK or international stockists you will need to return the item to the store it was purchased and liaise with them directly.

If you are returning goods to Temperley London for repair or replacement then please ensure you have previously discussed this with a member of our staff to ensure you receive the best possible care and advice. We cannot be held liable for any undelivered returns.

Please note that goods are faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. We cannot be held liable for faults or flaws that develop after this time.

 

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