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Returns

Do you want to know what Aquascutum’s return process is? You should find all you need to know about our returns, refunds and exchange policies here. If not, you can always get in touch with us and we'll be happy to get you the answers you're looking for.

What is the returns policy?

If you are unhappy with your online purchase we will offer a refund if the product is returned to us within 14 days of delivery, providing it is in a re-saleable condition with its original packaging. This applies to both sale and full priced items. If we find the product has not been returned to us in a fully re-saleable condition, we reserve the right to refuse a refund for the product. We will only offer a refund of the delivery charge if the product is damaged, faulty or does not match your order. In the case of unwanted goods being returned; we will not refund any duties or taxes that were imposed when delivered to the recipient. If the original order was delivered to a UK address (excluding Channel Islands) a free returns label can be requested via customer services. Where products were delivered to addresses outside of the UK (including the Channel Islands), the cost of returning the product to us is the responsibility of the original recipient of the order. Purchases made via this website can also be returned to an Aquascutum store but only as an alternative to sending via a post office. Please note however that items cannot be refunded or exchanged directly at an Aquascutum UK store.

What is my cancellation right under the Distance Selling Regulations?

We are sorry if we have made a mistake with your refund. Please contact Customer Services who will resolve this for you. Please email customer services on customer.services@aquascutum.co.uk or call +44 (0) 0203 096 1852 (9.30am - 4.30pm Mon - Fri UK time).
Please note, the following could affect your refund amount:
- The delivery charge. This will only be refunded for faulty items or cancelled orders.
- Any promotional discounts that were applied to your order

 

How do I return an order that was delivered to a UK address (excluding Channel Islands)?

You can post your order back to us, or take it into any standalone store. The returns paperwork you received with your order explains both options in full. If you choose to post your return back to us, the Online Returns team will review the condition of the product/s before deciding in accordance with our returns policy whether to process the refund. Refunds are normally processed within 7 working days of the goods being received back into Online Returns. When processing a refund for the returned goods, we will refund by the original method of payment and you will receive an email confirming the refund amount. Please allow 5-7 working days for the payment to show as a credit in your account. If we decide for any reason not to process a refund, our customer services department will contact you. If you chose to return your order to one of standalone stores, please take the returns paperwork you received with your order and a member of store staff with assist you.

How do I return an order that was originally delivered to a non-UK address (including the Channel Islands)?

Please use the returns paperwork you received with your order. You will be required to pay for the return of the goods, and we would advise you to choose a method of postage that is secure and can be tracked. The products you are returning are your responsibility until our Online Returns department has received them. The Online Returns team will review the condition of the product/s before deciding in accordance with our returns policy whether to process the refund. Refunds are normally processed within 7 working days of the goods being received back into Online Returns. In the case of unwanted goods returned for a refund, we will refund the price paid for the goods but not any duties or taxes. When processing a refund for the returned goods, we will refund by the original method of payment and you will receive an email confirming the refund amount. Please allow 5-7 working days for the payment to show as a credit in your account. If we decide for any reason not to process a refund, our customer services department will contact you.

 

Which UK Aquascutum stores can I return my Online order to for a refund?

You can choose to return your online order to the following Aquascutum stores free of charge: Canary Wharf (London), Westfield (London White City) and Windsor. The address details can be found in the Store Finder.

 

There is no returns paperwork within my order, what do I do?

If your returns paperwork is missing from your order or you need any assistance with your return, please contact our customer services department via email at customer.servcie@aquascutum.co.uk or call +44 (0) 203 096 1852 (Mon-Fri 9.30am - 4.30pm UK time).

 

My return has been processed but I wasn't refunded my delivery charge.

We will usually refund the amount of the goods originally paid, but not the delivery charge, except where the goods were delivered faulty or where you have exercised your right to cancel your order (under the Distance Selling Regulations) within 7 working days. In this case we will refund the delivery charge but please note this only applies to cancellation of the complete order; a return of part of your order will not result in the delivery charge refunded.

 

I have been refunded the incorrect amount.

We are sorry if we have made a mistake with your refund. Please contact Customer Services who will resolve this for you. Please email customer services on customer.services@aquascutum.co.uk or call +44 (0) 203 096 1852 (9.30am - 4.30pm Mon - Fri UK time).
Please note, the following could affect your refund amount:
- The delivery charge. This will only be refunded for faulty items or cancelled orders.
- Any promotional discounts that were applied to your order

 

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