Payment and returns policy

how can i pay?

We accept all major debit cards and credit cards.

Visa, Visa Debit / Delta, Visa Electron, MasterCard Debit, MasterCard, UK Maestro, American Express, PayPal, LayBuy and Pre London Gift Card.

All transactions are processed via Shopify Payments or PayPal and are encrypted for your safety.

All payments must be made before your order is shipped to you. We work closely with Verified by Visa & MasterCard SecureCode to provide you with a safer shopping experience when using your card online.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.

Additional validation and fraud checks are carried out internally.

The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company.

how to returns items

We can only accept items returned to us within 14 days from the date your order was dispatched.

All items must be returned to us before a refund or replacement is issued. Please don't use scissors or knives to open your package; you are able to just tear the packaging open. Returns with scissor or knife marks will not be accepted.

  • Items must be returned to us in an unworn and unwashed condition,
  • Deemed fit for resale with tags still attached.
  • All items purchased in the Sale Department/Black Friday Offer are ineligible for a refund and may be exchanged only (this includes discount codes).
  • Please note; Headwear and Swimwear are ineligible for return, refund or exchange due to hygiene reasons.
  • Discount Codes and offers are valid on full price items only unless otherwise advertised.
  • To take advantage of an offer, the relevant Promotion Code must be entered at the checkout.
  • Please be very careful when trying products on please ensure not to leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains.

Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for re-sale unless we have been given prior notice that an item is faulty.

If you have not tracked your parcel back to ourselves we cannot accept any liability for it.

Please note that we do not offer free returns. All costs of returning are customers responsibility. In the case of an exchange the items will be sent back out to you free of charge.

Delivery charges are non refundable unless the item purchased is faulty or incorrect. A polite request, please fold returned items neatly before sending them back to us. Items returned inside the 14 days will be issued with a refund but items returned outside the 14 days may be accepted at our discretion -

Please Send All Returns with your Name, Address, Order No and reason for return to:

Pre London

Space Station House

Warstock Road

Kings Heath

Birmingham

B14 4ST

our returns policy

Returns must adhere to the following:

  • Items must be returned in their original packaging
  • All tags must still be attached to the unworn item/s
  • Items must not contain any evidence of wear, stains or odours
  • Head or swimwear cannot be returned due to hygiene reasons
  • If you are returning footwear back to us please ensure these are returned in the shoe box within a mailing bag (please do not just tape the box)
  • All items purchased in the Sale Department/Black Friday Offer are ineligible for a refund and may be exchanged only (this includes discount codes).
  • Deemed fit for resale with tags still attached

*If the above is not adhered to when you make the return. We reserve the right to return the item back to you.

when will i be refunded?

Please keep an eye on the tracking for your return as this makes its way back to us. Once you see this has reached our warehouse please allow 3 working days for this to be processed (allow up to 5 working days during sale periods). Within this time you will be sent an email to confirm your refund has been processed. It can then take a further 5 working days to appear in your bank account.

If you can see your return has reached us and more than 3 working days have passed please email us at info@prelondon.com

can i exchange items?

You can exchange your item for a different size or colour (at the same price) by sending this back to our warehouse. All exchanges are processed in line with our live stock levels. If the item you have requested as part of your exchange is out of stock you will automatically be refunded in line with our returns policy.

All items purchased in the Sale Department/Black Friday Offer are ineligible for a refund and may be exchanged only.

returns are not free

We are not offering free returns and it is the customer's responsibility to send the item back to us.

i have an issue with a delivered parcel

In the unlikely occurrence you have received an incorrect item, a faulty item or something is missing from your order please email our customer service team at info@prelondon.com and one of our Customer Service Specialists will assist you.

package has been returned to pre london

If your tracking shows your parcel has been "returned to sender" this is most likely due to an address issue. If this occurs please contact our customer service team at info@prelondon.com and one of our Customer Service Specialists will assist you.

do you offer refunds?

We offer refunds to your original payment method on all full priced items returned to us within 14 working days from the date of your delivery.

WHAT SHOULD I DO IF MY ORDER HASN'T BEEN DELIVERED YET?

The estimated delivery date is provided in your order confirmation email. Please allow up until this date for the parcel to arrive. You will be able to keep track of your order with the tracking link provided in your shipping confirmation email. If, however, the date has passed and you still have not received your order please contact us at info@prelondon.com.

NOT IN WHEN YOUR ORDER IS DELIVERED?

For UK orders if you are not available when the item is ready to be delivered to you, the courier will leave a calling card or you will need to reach out directly to the courier to redirect your parcel.

This will give you options on how to retrieve your parcel. This is also updated on your tracking link with royal mail and DPD.

Still not sure?

Call us: 0121 8038000

Email: info@prelondon.com