Return window
28 days
Your goodwill return must reach us within 28 days of the date you received the goods.
Claudio LugliHouse help / Returns
Claudio Lugli / Customer care
Returns & exchanges
A different size. A considered next step.
For our goodwill returns offer, your parcel must reach us within 28 days of the date you received the goods. Choose a refund, an eligible exchange or optional e-wallet credit. Statutory cancellation and faulty-goods rights remain separate.
Returns at a glance
Garment condition
Original condition
Unworn, unwashed and with tags attached.
Your next step
Three options
Refund, eligible exchange or e-wallet credit.
Posting your parcel
Keep your proof
Use a tracked service and retain proof of posting.
Changed your mind?
For an ordinary return, you do not need our permission before sending it back. Check the conditions and follow the packing steps below.
See the return stepsSomething is not right?
If your item is faulty, damaged on arrival or not what you ordered, contact Customer Care before posting it. We will help with the next step.
Contact Customer Care01 / Your return
Prepare. Pack. Post.
For an ordinary return, follow these three steps. If there is a fault or an order error, use the Customer Care route first.
- 01
Prepare the details
Check the return conditions. Include the returns form from your order, or a typed or handwritten note with your order details. Tell us whether you would like a refund, an exchange or e-wallet credit.
- 02
Pack with care
Protect the item in suitable packaging, with its tags attached and, where reasonably possible, its original packaging. Keep the garment in the condition you received it.
- 03
Send and keep proof
Arrange and pay for ordinary return postage to our London address. Send it early enough to reach us within 28 days of the date you received the goods. We recommend tracked, insured postage and keeping proof of sending. Separate statutory cancellation deadlines and faulty-goods rights are unaffected.
Before you send it
Before you send it.
These conditions apply to our additional goodwill returns offer. Statutory cancellation and rights if goods are faulty, not as described or incorrect are separate.
- The online return window
For our goodwill returns policy, your parcel must reach us within 28 days of the date you received the goods. This goodwill policy is additional to your statutory cancellation and faulty-goods rights.
- Condition and tags
Items should be unworn, unwashed and undamaged. Keep all tags attached. Use original packaging where reasonably possible.
- Items that may not qualify
- Items worn, used, damaged or with tags removed or torn.
- Items that have shrunk through improper washing.
- Custom-made, made-to-order or personalised items.
- Underwear once opened or unsealed, for hygiene reasons.
If you believe there is a fault, contact Customer Care. These ordinary-return conditions do not remove your statutory rights.
- Return postage
For an ordinary change-of-mind return, you arrange and pay for return postage unless we have agreed otherwise. We do not provide a prepaid label as part of this ordinary-return service. That return-postage cost is not included in the ordinary return refund. For faulty, damaged-on-arrival or incorrect goods, contact Customer Care first; statutory return-cost rights are unaffected.
A considered handover
The parcel checklist.
Protect the garment and include the details that help us identify your order and preferred outcome.
- Include your supplied returns form, or a typed or handwritten note with your order details.
- Tell us whether you would like a refund, an exchange or e-wallet credit.
- Use suitable packaging to protect the garment, with original packaging where reasonably possible.
- Choose a tracked service and keep your proof of postage.
03 / Faulty items
Faulty, damaged or incorrect?
Contact our team before returning an item you believe is faulty, damaged on arrival or different from what you ordered. Have your order details ready and explain what has happened so we can help with the correct next step.
Faulty and misdescribed goods are covered by your statutory rights, separate from this change-of-mind policy.
04 / International
Returning from outside the UK?
Our London team can help with questions about your order and return journey. If you are unsure about your location or return paperwork, contact us before posting. We do not set local customs rules.
05 / Questions
Your return questions, answered.
Practical answers, in one place.
How long do I have to return an item?
For our goodwill returns policy, your parcel must reach us within 28 days of the date you received the goods. Eligible purchases can be returned for a refund, an eligible exchange or optional e-wallet credit, subject to the goodwill conditions. This goodwill policy is additional to your statutory cancellation and faulty-goods rights.
Do I need permission or a returns form?
You do not need permission before an ordinary return. Include the supplied returns form, or a typed or handwritten note with your order details and preferred outcome. If the item is faulty, damaged on arrival or incorrect, contact Customer Care first.
Can I try the item on?
Yes, you may try it on. For an ordinary return, it should remain unworn, unwashed and undamaged, with tags attached and, where reasonably possible, in its original packaging. If you believe there is a fault, contact our team rather than assuming these conditions remove your rights.
Who pays return postage?
For an ordinary change-of-mind return, you arrange and pay for return postage unless we have agreed otherwise. We do not provide a prepaid label as part of this ordinary-return service. We recommend tracked, insured postage and keeping proof of sending. For faulty, damaged-on-arrival or incorrect goods, contact Customer Care before posting; statutory return-cost rights are unaffected.
When will my refund appear?
For an ordinary goodwill return, allow up to one week after receipt for processing, plus your payment provider's posting time. Refunds go to the original payment method. Statutory refund deadlines and any stronger promise in your order terms remain unaffected. See the full returns policy for the separate statutory routes.
Can I exchange an item or choose credit?
Exchanges are available for a product of equal value based on the original purchase price, subject to stock. Note your preferred replacement on your returns form or order note. You can choose e-wallet credit as an alternative to a refund or eligible exchange.
What if my item is faulty or not what I ordered?
Contact Customer Care before returning it so we can help with the correct next step. Faulty, damaged-on-arrival and misdescribed goods follow a separate route from ordinary change-of-mind returns, and your statutory rights remain unaffected.
Where should I send my return?
Send ordinary returns to Claudio Lugli Returns, Unit 4 Magic House, Streakes Field Road, London NW2 7GD, United Kingdom. Include your order details and keep proof of postage. If you are unsure about an international return or return paperwork, ask our team before posting.
A little personal help
Let us help with the next step.
Have your order number, item details and preferred outcome ready. Our London team can help with returns, exchanges and product questions.
Contact Customer Care