Refund policy

We hope you are happy with your order. Please read our returns policy carefully before placing an order.

Online orders

For online purchases of dog beds, cushions, pillows, throw blankets, candles, and sweatshirts, we offer a 30-day return policy. This means you have 30 days from receiving your order to request a return.

To be eligible for a return, the item must be unused, in its original packaging, and show no signs of use, damage, marks, stains, fragrance, pet hair, or wear. Proof of purchase is required.

To request a return, please contact us at contact@thevalelondon.com. Returns must be approved by The Vale London before being sent back. Items returned without prior approval will not be accepted.

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect. Approved returns of non-faulty goods are subject to a £30 restocking fee, which will be deducted from the refund.

Original shipping costs, duties, customs charges, taxes, and any other import fees are non-refundable unless the item supplied was defective, damaged, or incorrect.

Pre-orders

Pre-order items are charged at the time of order and dispatched on or around the stated launch date. You may cancel a pre-order at any time before dispatch for a full refund. Once dispatched, our standard 30-day return policy applies.

Non-returnable items

The following items are final sale and cannot be returned or refunded unless defective, damaged, or incorrect:

  • Cut-length fabrics
  • Trims sold by the metre or yard
  • Made-to-order items
  • Custom or bespoke items
  • Special orders
  • Personalised products
  • Clearance or sale items
  • CFA cuttings and strike-offs
  • Any item that has been cut, treated, altered, used, installed, or processed in any way

Trade orders, showroom orders, partner showroom orders, cut-length goods, made-to-order goods, and custom orders are non-cancellable and non-returnable once processing, cutting, production, or fulfilment has begun.

Wallcoverings

Wallcovering rolls may be returned within 30 days of receipt only if the rolls are unopened, unused, uncut, and in their original packaging.

Opened wallcovering rolls, cut wallcovering, installed wallcovering, or wallcovering that has been altered or treated in any way cannot be returned unless defective, damaged, or incorrect.

All wallcovering must be inspected before hanging. Claims relating to visible faults, colour, batch variation, damage, or incorrect goods must be made within 30 days of receipt and before installation.

If a fault only becomes apparent during installation, installation must stop immediately and the issue must be reported to The Vale London within the first three drops being installed. We cannot accept claims for wallcovering once more than three drops have been installed.

Fabric, trims, and cut-length goods

All fabric, trims, and cut-length goods must be inspected before cutting, treating, sewing, upholstering, or installation.

Claims for defects, damage, incorrect goods, colour issues, or other visible concerns must be reported within 30 days of receipt and before the goods are cut, treated, altered, or installed.

We cannot accept returns or claims for goods that have been cut, treated, altered, made up, installed, or otherwise processed, unless the issue could not reasonably have been identified beforehand.

Damaged, defective, or incorrect items

Please inspect your order carefully upon receipt. If your order arrives damaged, defective, or incorrect, please contact us at contact@thevalelondon.com within 30 days of receiving the goods.

Please include your order number, proof of purchase, a description of the issue, and clear photographs showing the goods, packaging, batch information where applicable, and the reported fault or damage.

If the item is confirmed to be defective, damaged, or incorrect, we will advise on the appropriate resolution. This may include replacement, repair, refund, or another suitable remedy depending on the circumstances.

Cancellations

Online orders for stocked items may be cancelled before they have been processed or dispatched.

Made-to-order, custom, bespoke, special order, trade, showroom, partner showroom, cut-length fabric, trim, and wallcovering orders cannot be cancelled once processing, cutting, production, or fulfilment has begun.

Exchanges

We do not offer direct exchanges. If you wish to purchase a different item, please place a new order. If your original item is eligible for return, your refund will be processed once the return has been approved, received, and inspected.

Refunds

Once your approved return has been received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method, less any applicable restocking fee, return shipping cost, or non-refundable charges. Please allow up to 10 business days for the refund to be processed. Your bank or card provider may take additional time to post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at contact@thevalelondon.com.

Statutory rights

Nothing in this policy affects your statutory rights.