Refund policy

Returns & exchanges

CLAUDIO LUGLI SPORTSWEAR LIMITED offers a straightforward returns policy for all products purchased through our website, www.claudioluglishirts.com (our site), subject to the limited exceptions detailed below.

For the step-by-step guide, visit Returns & exchanges. This policy distinguishes our additional goodwill returns offer from your statutory cancellation and faulty-goods rights.

If the terms agreed when you placed your order give you a more favourable entitlement, we will honour those terms. Nothing in this policy limits your statutory rights.

1. Our 28-day goodwill returns policy

For our goodwill returns policy, your parcel must reach us within 28 days of the date you received the goods. Eligible online purchases may be returned for a refund, an eligible exchange or optional e-wallet credit. This goodwill policy is additional to your statutory cancellation and faulty-goods rights.

For this goodwill offer, items should be unworn, unwashed, undamaged and complete, with labels and tags attached. Please use original packaging where reasonably possible and include proof of purchase or enough order details for us to identify the purchase.

The goodwill offer does not cover items that have been worn or used, damaged after delivery, had tags removed or torn, or shrunk through improper washing. It also excludes custom-made, made-to-order, made-to-measure, bespoke or personalised products, and opened or unsealed underwear for hygiene reasons. These are goodwill conditions: the separate statutory rules below still apply, including for faulty goods.

2. Returning an ordinary purchase

You do not need permission before sending an ordinary return. Include the returns form supplied with your order, or a typed or handwritten note giving your order details and whether you would prefer a refund, exchange or e-wallet credit.

Protect the garment in suitable packaging. We recommend a tracked, insured service and keeping proof of posting. For our goodwill offer, arrange delivery early enough for the parcel to reach us within the 28-day window. The separate statutory cancellation deadlines below are unaffected.

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. Ordinary return-postage costs are not included in your refund. This does not apply where we are required to cover return costs for faulty, misdescribed or incorrect goods, or have agreed otherwise.

Please send your parcel to:

Claudio Lugli Returns
Unit 4 Magic House
Streakes Field Road
London NW2 7GD
United Kingdom

3. Refund, exchange or credit

Refunds go to the original payment method unless you expressly agree otherwise. An exchange is available for a product of equal value based on the price you originally paid, subject to stock. Tell us your preferred replacement on your returns form or order note. E-wallet credit is an optional alternative; it does not replace a statutory entitlement to a refund unless you choose it.

For ordinary goodwill returns, processing may take up to one week after we receive the parcel. Refunds will be processed within 14 days of receiving the returned products or proof of return. Where both are available, the earlier date applies. Your bank or payment provider may need additional time to show the refund. Statutory refund deadlines, and any stronger promise in your order terms, remain unaffected.

We will refund you for products returned, including delivery costs, unless deductions apply. For a qualifying statutory cancellation, the law requires reimbursement of at least the standard outbound delivery charge; it does not generally require the extra cost of an upgraded delivery service. This explanation does not reduce a more favourable refund entitlement under the terms of your order. Return postage is separate, as explained above.

If your order included a promotional gift and the return means the order no longer qualifies for that offer, include the gift where the offer terms require it. Any adjustment must follow the applicable offer terms and your statutory rights. This policy does not introduce a new fee or an unspecified penalty.

4. Faulty, damaged, misdescribed or incorrect goods

Contact Customer Care before posting so we can help arrange the appropriate next step. Give your order details and explain the issue. This contact step helps us resolve the problem; it is not a condition that removes your statutory rights.

The 28-day goodwill deadline, original packaging and ordinary-return condition rules do not limit your rights where goods are faulty, not as described or not what you ordered. Under UK law, qualifying faulty goods normally have a 30-day short-term right to reject, and other remedies may remain available after that period.

We bear return costs where required by law, including the reasonable costs of returning goods you are entitled to reject. Contact us so that the appropriate return method can be arranged. The EU commitments below continue to apply in full to customers they cover.

Where a UK statutory rejection entitles you to a refund, we will refund without undue delay and within 14 days of agreeing that you are entitled to it, using the original payment method unless you expressly agree otherwise, without a refund fee.

5. Your UK statutory cancellation right

For most online goods purchases, consumers have 14 days after receiving the goods to tell us they wish to cancel, without giving a reason. Where one order is delivered in separate instalments, the applicable period normally runs from receipt of the last goods. Once you notify us in time, you have a further 14 days to send the goods back. This separate right is not shortened by our goodwill parcel-arrival deadline.

Tell us by any clear statement, for example by emailing enquiry@claudioluglishirts.com, calling 020 8450 1274, or writing to the address above. You may use the optional cancellation form below, but you do not have to use it or wait for our approval. Keep evidence that you notified us in time.

You may handle the goods as you reasonably would in a shop to check their nature, characteristics and functioning. We may make a lawful deduction for diminished value caused by handling beyond what is necessary for that inspection. Missing original packaging, creasing or a removed tag does not automatically remove a statutory cancellation right.

The statutory cancellation right has limited exceptions, including goods made to your specifications or clearly personalised, perishable goods, and genuinely sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed. A product being described only as made-to-order does not, by itself, establish an exception. Faulty-goods rights are unaffected.

For a qualifying UK statutory cancellation, we refund without undue delay and no later than 14 days after we receive the goods back or you provide evidence of sending them back, whichever is earlier. If we have offered to collect the goods, the deadline is normally 14 days after you tell us you are cancelling. Refunds use the original payment method unless expressly agreed otherwise, with no refund fee. Any more favourable promise applicable to your order is preserved, including the EU commitments below.

6. International returns and delivery help

If you are outside the UK or unsure about return paperwork, contact our London team before posting. Local customs rules and mandatory consumer protections may differ. We do not set customs requirements or promise a customs refund through this policy.

For an outbound delivery problem, contact Customer Care. Where we arrange delivery to a UK consumer, responsibility does not automatically transfer to the courier when the parcel is collected: your applicable statutory protections remain. See Delivery details.

7. Optional cancellation form

Complete and return this only if you wish to cancel your contract. A clear statement by email, phone or post is also accepted; this form is not mandatory.

To: Claudio Lugli Customer Care, Unit 4 Magic House, Streakes Field Road, London NW2 7GD, United Kingdom. Email: enquiry@claudioluglishirts.com.

I/We give notice that I/We cancel my/our contract for the following goods:

Goods: ____________________
Ordered on / received on: ____________________
Order number, if available: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s), only if sent on paper: ____________________
Date: ____________________

Delete whichever is not applicable.

EU RIGHT OF WITHDRAWAL (Customers in the European Union)

If you are a consumer based in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you (or a third party indicated by you, other than the carrier) take physical possession of the goods. To exercise this right, you must inform us of your decision to withdraw by a clear statement — by email to enquiry@claudioluglishirts.com or by telephone on +44 208 450 1274 — before the 14-day period expires. You will then have a further 14 days to return the goods to us.

We will reimburse all payments received from you for the goods, including the standard outbound delivery cost (but not any supplementary cost arising from your choice of a more expensive delivery method), without undue delay and no later than 14 days after we are informed of your decision to withdraw, or from the day we receive the returned goods, whichever is earlier. Reimbursement will be made using the same means of payment you used for the original transaction unless agreed otherwise.

Return shipping costs. You are responsible for the direct cost of returning the goods to us, and we recommend using a tracked and signed service. However, where goods are faulty, damaged on arrival, not as described, or sent in error by us, Claudio Lugli will bear the full cost of return — simply contact us first and we will arrange or reimburse the return at our expense.

You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. The above is in addition to, and does not affect, your statutory rights.

Customer Care

For help, email enquiry@claudioluglishirts.com, call 020 8450 1274, or contact Customer Care. Read our Terms & Conditions and the returns guide.