Refund policy

RETURNS AND REFUNDS POLICY

Last updated: 8 September 2026

We hope you will love your Evera London purchase. If something is not right, please read the information below to understand your return options.

This policy applies to orders placed through everalondon.co.uk. Nothing in this policy limits or excludes any mandatory rights available to you under applicable UK or European consumer law.

YOUR RIGHT TO CANCEL AN ONLINE ORDER

Customers in the United Kingdom and European Union generally have the right to cancel an eligible online order without providing a reason.

You must inform us that you wish to cancel within 14 days of receiving your order. After notifying us, you must return the product within a further 14 days.

To request a return, email info@everalondon.co.uk and include:

• Your full name
• Your order number
• The product you wish to return
• Your reason for returning, if you would like to provide one
• Whether you would prefer a refund to your original payment method or optional Evera London store credit

We will provide the return address and instructions. Products returned without first contacting us may take longer to identify and process.

RETURN CONDITION

You may inspect the product in the same way that you reasonably would in a physical shop.

Returned products should be:

• Unused beyond what is reasonably necessary to inspect them
• Free from marks, stains, scratches, odours or other damage
• Returned with their original tags, dust bag, protective materials and packaging where reasonably possible
• Packaged securely to prevent damage during return delivery

If handling beyond what is reasonably necessary has reduced the product’s value, we may make an appropriate deduction from the refund where permitted by law.

RETURN POSTAGE

Unless the product is faulty, damaged or incorrect, the customer is responsible for arranging and paying for return postage.

We strongly recommend using a tracked and appropriately insured delivery service. Please retain your proof of postage until your return has been completed.

If an item is faulty, damaged on arrival or incorrect, Evera London will provide appropriate return instructions and cover reasonable return costs.

REFUNDS TO THE ORIGINAL PAYMENT METHOD

Where you exercise a statutory right to cancel, you are entitled to receive an eligible refund through the payment method originally used for the purchase.

We will process the refund within 14 days of:

• Receiving the returned product; or
• Receiving acceptable evidence that the product has been returned, if this occurs earlier.

We may withhold the refund until we have received the product or evidence that it has been returned.

Where applicable, the refund will include the cost of our least expensive standard delivery option. Any additional amount paid for premium, express or upgraded delivery is not refundable beyond the cost of standard delivery.

After we issue the refund, your bank or payment provider may require additional time to place the funds into your account.

OPTIONAL STORE CREDIT

You may voluntarily choose to receive your eligible refund as Evera London store credit instead of receiving it through your original payment method.

Store credit will only be issued instead of a statutory monetary refund when you have expressly selected or agreed to this option.

Evera London store credit:

• Will be issued by email
• Can be used toward a future purchase from everalondon.co.uk
• Will not expire
• Cannot be transferred, resold or exchanged for cash after it has been accepted
• Cannot be used to purchase additional gift cards or store credit

Please consider your choice carefully. Once store credit has been issued at your request, it may not be converted back into a monetary refund unless required by law.

Where Evera London accepts a return outside the statutory return period as a discretionary gesture of goodwill, the refund may be offered as store credit only. Acceptance of such a return is at our discretion and does not affect your statutory rights.

FAULTY, DAMAGED OR INCORRECT PRODUCTS

Please inspect your order when it arrives.

If your product is faulty, damaged or different from what you ordered, contact us promptly at info@everalondon.co.uk. Include your order number, a description of the problem and clear photographs where appropriate.

Depending on the circumstances and your applicable legal rights, we may offer:

• A repair
• A replacement
• A price reduction
• A refund to your original payment method
• Store credit, where you voluntarily agree to receive it

Evera London will not require you to accept store credit where the law entitles you to another remedy.

This section does not limit your rights under the UK Consumer Rights Act 2015 or any mandatory consumer guarantees applicable within your country.

SALE AND PROMOTIONAL ITEMS

Products purchased during a sale or promotion retain the same statutory cancellation and consumer rights as full-price products.

Any promotional discount applied to the original order will be reflected in the refunded amount. You will be refunded only the amount you actually paid for the returned product.

PRE-ORDERS

A pre-order may be cancelled before dispatch by contacting info@everalondon.co.uk.

After a pre-order has been delivered, the same statutory cancellation and return rights described in this policy apply unless the product was made to your individual specifications or clearly personalised.

EXCHANGES

We do not currently process direct exchanges.

If you would like a different product, please return the original product in accordance with this policy and place a new order.

Alternatively, you may voluntarily request store credit and use it toward your replacement purchase.

INTERNATIONAL RETURNS

Customers returning products from outside the United Kingdom are responsible for:

• Return delivery costs, unless the product is faulty, damaged or incorrect
• Completing any required customs documentation accurately
• Clearly marking the parcel as “RETURNED GOODS” where appropriate
• Retaining proof of postage and tracking information

Please do not send a return until you have received return instructions from us.

Original customs duties, import taxes, VAT and handling charges paid directly to local authorities or delivery companies cannot normally be refunded by Evera London. You may need to contact the relevant authority or carrier to request reimbursement.

Please ensure that a return is not sent with customs charges payable by Evera London. Where legally permitted, customs charges or recovery costs incurred because return documentation was completed incorrectly may be deducted from the refund.

REFUSED AND UNCOLLECTED DELIVERIES

Refusing delivery or failing to collect a parcel does not automatically complete a return request.

Please contact us if you wish to cancel your order. If a parcel is returned to us because it was refused, uncollected or because customs charges were unpaid, we will assess the return after it arrives safely.

Where permitted by law, reasonable return delivery, customs or carrier charges