Return Policy

IMPORTANT NOTICE: WE DO NOT OFFER FREE RETURNS, CHARGES APPLY.

At Hugo & Grace London, we strive to ensure customer satisfaction. However, if you are not completely satisfied with your purchase, you may return your item under the conditions outlined below. Please read this policy carefully, as acceptance of these terms is binding upon purchase.

How to Initiate a Return

If you wish to return an item, you may do so within 30 days of receiving your order. To begin the return process, please follow these steps:

Submit a Return Request – Contact our customer service team at support@ with your order number and reason for return. Our team will provide you with further instructions.

Return Conditions

To ensure a smooth return process, please adhere to the following requirements:

  • Return Period – All returns must be initiated within 30 days of receipt. Returns beyond this timeframe will not be accepted.

  • Item Condition – The product must be unused, undamaged, and in its original packaging. For hygiene reasons, swimwear, lingerie, and underwear are excluded from returns.

  • Return at Customer’s Risk – Customers assume full responsibility for the return shipment. We are not liable for any loss or damage that occurs during transit. Returns held by customs are also beyond our responsibility.

  • Track & Trace Requirement – A Track & Trace number is mandatory for all returns. Customers must provide this tracking information to ensure the return is processed correctly. Without this, a refund cannot be issued.

  • Pre-Approval Required – All returns must receive prior approval from our customer service team. Unauthorised returns will not be accepted.

Refund Processing

Once your return has been received and inspected, we will notify you via email regarding the approval or rejection of your refund. If approved, the refund will be issued within 30 days to the original payment method.

If you have not received your refund after 30 days, we recommend the following:

  • Verify your bank account statement.

  • Contact our customer service team for further assistance.

Return Shipping Costs

  • Customers are responsible for all return shipping costs.

  • We oblige using a Track & Trace shipping method to ensure the return is received successfully.

For any further inquiries, please do not hesitate to contact us at support@hugoandgrace.co.uk