Refund policy

Return & Refund Policy

Scope and Intent
This policy applies to all purchases made through BoroughFashion.com.

Contact Information
If you have any questions about returns or refunds, you can reach our customer service team at:

• Email: info@boroughfashion.com
• Customer Service Hours: Monday to Sunday, 09:00–19:00 (UK time – GMT London time)
• Average Response Time: 24 hours

Return Window
Customers have the right to return their purchase within 30 days of receipt for any reason.

Return Process

Request a Return

Contact us at info@boroughfashion.com with your order number and reason for return. Our team will review your request and provide next steps.

Return Address

Once your return is approved, we’ll provide the full return address and instructions.

Please note: Returns are handled by our international logistics facility. This ensures fast and secure processing of all returned items.

Packaging Instructions

•  Items must be returned in original, unused condition with all tags attached and original packaging intact.

Return Shipping Costs

• If the product is faulty, incorrect, or damaged, we will cover the return shipping costs.
• For all other returns (e.g., change of mind), the customer is responsible for return shipping with track and trace.
•  Estimated return shipping costs range from £15 to £25 depending on courier and location.

Refunds
Once the return is received and inspected, we will notify you by email. Refunds are processed within 7 business days back to the original payment method.

Cancellations
Orders can be cancelled within 30 minutes of placement by emailing info@boroughfashion.com. After that, orders will be processed and shipped. If already shipped, please wait for delivery and then initiate a return.

Specific return and refund conditions

Returns in case of change of mind: If you change your mind after the purchase, you can return the product within 30 days, as long as it is unused, undamaged and in its original packaging.

• Faulty items: If you receive a faulty product, please contact our customer service team immediately for instructions. Borough Fashion will cover the return shipping costs and provide a replacement product or a refund.
• Damaged items: If the product arrives damaged, please send us photos of the damage within 48 hours. We will assess the situation and cover the return costs if necessary.
• Incorrect product received: If you receive an incorrect product, please contact us. We will arrange the return costs and make sure you receive the right product.
• Product did not arrive: If your product never arrived, please contact us so we can start an investigation with the carrier. If the product is not found, we will offer a full refund or a replacement.
• Cancellation after ordering: You can cancel your order before it has been shipped. If the order has already been shipped, please follow the return procedure upon receipt of the product.

Damaged or Defective Items
If you receive a damaged or defective item, please contact our customer service team within 48 hours of delivery. Be sure to include clear photos showing the issue. Once we’ve reviewed and approved your claim, we’ll arrange either a replacement or a full refund.

Non-Damaged Items
If you change your mind, you may return the product within 30 days, provided it is unused, undamaged, and in its original packaging.

Terms

• Return period: Returns must be reported and shipped within 30 days of receiving the product.
• Processing returns: Upon receipt and inspection of the returned item, we will process the refund within 7 business days. You will receive a confirmation email.
• Conditions for refund: A refund will be approved if the product is undamaged, unused, and in its original packaging. Refunds for defective or incorrectly delivered products will be approved after inspection.
• Reimbursement period: Once the return has been approved, it will take up to 7 business days to process the refund to the original payment method.
• Refund Methods: Refunds will be issued to the original payment method used at the time of purchase.

Exceptions to the return policy

The following products cannot be returned:

• Personalized or custom-made items
• Hygiene products (e.g. socks, underwear), unless they are unopened and unused

Shipping (Returns) Method & Costs

• Shipping Method: With Track & Trace
• Estimated return cost: £15 - £25
• Customers are responsible for the return shipping costs unless the item is faulty or does not match the description. In that case, Borough Fashion will cover the return shipping costs.

CONTACT US
We strive for optimal customer satisfaction. Feel free to contact our specialist customer service team using the contact details below or by filling out the contact form. Your feedback is very valuable to us. The current average response time is 24 hours.

Bourough Fashion is operated by Zidago a company registered in Belgium
Company number: 0733590907
VAT number: BE0733590907

Address: Roospad 1 box 1, 3630 Maasmechelen, Belgium
Phone number: +32 465 92 33 60
Email: info@boroughfashion.com
Contact Form: Click here
Customer Service Opening Hours: Monday to Sunday: 09:00 AM to 07:00 PM

The current average response time is 24 hours.