Refund policy
Last updated: October 2026
1. Return Conditions
We accept returns within 14 days from the date you receive your order, provided the item fully meets our return conditions. To be eligible for a return, the item must be unworn, unwashed, unaltered, unused, free of any odours, stains or damage, with all original tags attached and the original packaging intact. There must be no signs of wear or use. Returns that do not meet these conditions may be rejected and returned to the customer.
2. How to Request a Return
All returns require prior authorisation. Please do not send any item back to us before contacting our customer support team.
To request a return, email us at support@caulden.uk and include your order number, the email address used to place the order and the reason for the return. We will acknowledge your request within 48 hours and provide the appropriate return instructions.
We strongly recommend using a tracked return service. Caulden cannot be responsible for return parcels that are lost before reaching the designated return location.
3. Return Shipping Costs
If your item arrived damaged, defective or incorrect due to an error on our part, Caulden will cover the applicable return shipping costs.
In all other situations, return shipping costs are the responsibility of the customer. This includes, but is not limited to, change of mind, selection of the wrong size or colour, duplicate orders placed by the customer, ordering the incorrect item, an item not meeting personal expectations, accidental purchases, delayed return requests, or any other reason resulting from customer error or preference.
Return shipping costs paid by the customer are not refundable.
4. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or you receive an incorrect item, please contact support@caulden.uk within 48 hours of receipt.
Please include your order number together with clear photographs showing the issue. Once the issue has been reviewed and confirmed, you may choose between a free replacement or a full refund.
Where a return is required because the item is damaged, defective or was incorrectly dispatched by us, the applicable return shipping cost will be fully covered by Caulden.
5. Refund Process
Once your returned item has been received, it will be inspected to confirm that it meets the conditions stated in this policy.
If the return is approved, the refund will be issued to the original payment method. Approved refunds are processed within 7–14 business days after the returned item has been received and inspected.
Depending on your bank, payment provider or card issuer, the refunded amount may not appear in your account until your next one or two billing cycles.
Original shipping costs are non-refundable unless the return is the result of a defective, damaged or incorrectly dispatched item.
6. Exchanges
If you would like to exchange an item, please contact support@caulden.uk before returning it so that we can confirm availability.
Exchanges are subject to stock availability. If the requested replacement is unavailable, a full refund will be issued in accordance with the refund process described in this policy.
7. Non-Returnable Items
Items that have been worn, washed, altered or damaged after receipt cannot be returned.
Items with missing original tags or missing original packaging cannot be returned.
Any item showing signs of use, including odours, stains, wear or other evidence that it has been used, may be rejected.
8. Late or Missing Refunds
If you have received confirmation that your refund has been processed but the funds are not yet visible in your account, please first check your bank account again and contact your card issuer or payment provider, as processing times may vary.
If the refund is still missing after the applicable 7–14 business day processing period, please contact us at support@caulden.uk and we will assist you.
9. Return Window
Return requests must be submitted within 14 days from the date the order is received, and the item must at the same time satisfy all return conditions described in this policy, including being unworn, unwashed, unaltered, unused, free of odours, stains or damage, with the original tags attached, the original packaging intact and no signs of wear or use.
Requests submitted outside this 14-day period will not be accepted.
10. Contact Us
For return, refund or exchange enquiries, please contact us at support@caulden.uk.
Our customer service team responds within 24 hours on business days.