The worlds most fashionable districts in One Place.

Terms & Conditions


Please be sure to read, and make sure you understand, the Terms and Conditions prior to using the Platforms and placing an Order with Westgate London. By using our Platforms (for example or the Westgate London app), you agree to be bound by the Terms and Conditions.



The following definitions apply to these Terms and Conditions:

"EU" means a European Union member state, which, for the time being, includes the UK.

"Non EU" means any other country that is not an EU member state.

"Order" means an online transaction made by you via the Platforms for one or more Products, to which these Terms and Conditions apply.

"Personal Information" means the details you provide to us when you use the Platforms, such as your name, e-mail address, billing address, delivery address, telephone number, Product selections, credit card or other payment information and a password.

"Platforms" means any digital way of accessing the Westgate London pop up stores and includes the website located at, or any subsequent URL which may replace it, and the Westgate London app accessed using a mobile device.

"Product" means a Product displayed for sale on the Platforms.

"Product Description" means the section displayed on the Platforms where certain Terms and Conditions in respect of the individual Product are provided, which shall include, but not be limited to, all details, prices (cost of the Product and delivery charges), photographic representations and descriptions of a Product. It shall also include, where appropriate, specific delivery dates and times, warranties, after-sales service and guarantees about that Product.

"Westgate London Account means your personal customer account set up by you on the Platforms.

"Terms and Conditions" means these Terms and Conditions.

"We", "us" or "Westgate London" means Westgate London. Please note, that when arranging delivery of your Order, Westgate London may instruct a third-party courier or postal carrier to deliver it to you. However, Westgate London will ultimately be responsible for managing the delivery of your Order, so for the purposes of these Terms and Conditions, all references to "we", "us", or "Westgate London", will be taken to include such third parties.

"UK" means, for the purposes of these Terms and Conditions, England, Wales, Scotland and Northern Ireland.

"Users" means the Users of the Platforms collectively.

"You" means a User of the Platforms.


1. Using the Platforms


By using our Platforms (for example or the Westgate London app), you agree to be bound by the Terms and Conditions .


The Platforms provided are solely for your personal use and should not be used for any commercial purposes. To place an Order on the Platforms you must be at least sixteen (16) years old, however we reserve the right to only accept an Order from those over eighteen (18) years old. We reserve the right to make changes to any part of these Terms and Conditions from time to time, so please ensure you check the latest version. We may modify or withdraw the Platforms (or any part of them) temporarily or permanently, and we shall not be liable to you or any third party for any modification to, or withdrawal of, the Platforms and you agree to use the Platforms on this basis. If you do not agree to any changes in these Terms and Conditions, we advise you to stop using the Platforms.


All text, graphics, photographs including all image rights, videos, logos, trademarks, artwork, sounds, music, user interfaces, visual interfaces and computer code (the "Content") belongs to Westgate London (or is licensed to Westgate London). This Content includes, but is not limited to, the design, structure, selection, coordination, expression, "look and feel" and arrangement of it. The Content is protected by copyright, trademark and other intellectual property rights and you are not permitted to copy, reproduce, republish, upload, post, publicly display, translate, transmit or distribute this Content in any way without Westgate London' prior written permission.


You agree that any information you submit to the Platforms including Personal Information shall be true, accurate, current and complete. If you submit to the Platforms any communication, idea or materials which may attract copyright or other intellectual property rights you agree that this shall become Westgate London' property. You agree that anything you submit shall not infringe any right of any third party, nor contain anything libelous or otherwise unlawful, abusive or obscene nor constitute an invasion of privacy.  You agree that you are and shall be personally responsible for your use of the Platforms. If we determine that you are, or have been, engaged in activities which are unlawful, abusive, obscene or constitute an invasion of privacy, we may deny you access to the Platforms at any time.


You must not establish any link to the Platforms to suggest any form of association, approval or endorsement on our part where none exists or establish a link from any website that is not owned by you. The Platforms must not be framed on any other site, and you may not create a link to any part of the Platforms other than the home page.


While we endeavour to verify the accuracy of any information we place on the Platforms, we make no warranties (whether express or implied) in relation to its accuracy. The Platforms are provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Platforms, or any transaction that may be conducted on or through the Platforms, including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.


We make no warranty that the Platforms will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, and reliability of the Platforms. We will not be responsible or liable to you for any loss of material uploaded or transmitted through the Platforms.


The Platforms may contain links to other websites or applications which are not operated by Westgate London or information on services provided by third parties. When you activate or utilise any of these you will leave the Platforms and we have no control over, and will not accept any responsibility or liability in respect of the material on any website or application or any service provided by a third party which is not under our control.

2. Westgate London Account, Personal Information and Security


By placing an Order you agree and understand that we may collect, use, store and process your Personal Information in accordance with our Privacy & Cookie policy. Westgate London fully respects the privacy of individuals who access and use the Platforms. For details on the manner in which we use cookies, the type of information we collect, how and for what purpose, we use your information and under what circumstances we disclose information please see our Privacy & Cookie policy, which are incorporated into and form part of these Terms.


When you register for a Westgate London Account, you agree that:

  1. a) The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete; and
  2. b) If any of your information changes (for example you change address), please let us know by updating your Westgate London Account online or contacting our Customer Services team or by using our online chat facility
  3. c) You will provide to us upon request additional information for verification purposes which may include but not limited to photo ID & current utility bill


You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.


You are responsible for keeping your Westgate London Account and Personal Information confidential. Please notify us immediately of any unauthorised use of your Westgate London Account or Personal Information and, any breach of security or misuse, or suspected breach of security or misuse of such. Please ensure that you sign out from your Westgate London Account at the end of each session if you use a shared computer. We will not be liable for any loss or damage arising from your failure to comply with this clause.

3. Our Products


We will take all reasonable care to ensure that all Product Descriptions are correct. We have made every effort to display as accurately as possible the appearances, colours, textures or finishes of our Products. What you see will depend on your computer equipment, screen or monitor and we are therefore unable to guarantee that a Product's images are an accurate representation of the actual merchandise. Please refer to our Returns Policy if you are unhappy with your Order.


Products are subject to availability and Products that are in your basket are not reserved and can be purchased by other Users. We will do our best to remove any Products which have sold out at the earliest opportunity. As there is a delay between the time when your Order is placed, and the time when the Order is accepted, the stock position relating to a particular Product may change. If a Product you have ordered becomes out of stock after we have accepted your Order, then Westgate London shall not be liable to you for being unable to provide that Product. If such a situation arises, then we shall notify you as soon as possible and you will not be charged for the out of stock Product.


If, due to unforeseen circumstances or in the event of supply difficulties, it is necessary to substitute a Product, the Product will be of equal or greater value than that which it replaces, albeit at no extra cost to you. If you receive the substitute Product and do not want to accept it, then we will reimburse you for the cost and return of that Product.

4. Pricing


We endeavour to ensure that all Products on the Platforms in different locations. However, from time to time we may offer additional discounts for purchases made via other Platforms that do not apply others, or vice versa. Additionally,


Any coupon, discount, offer or promotional discount (the “Promotion”)  offered on the Platforms are non- transferable and  valid only for use as part of a purchase made via the Platforms, unless otherwise stated and subject to availability. No cash alternative will be offered on any Promotion. The Promotion cannot be used in conjunction with any other coupon, offer or promotional discount and it must be redeemed by the date published (if applicable and provided).  Under no circumstances will we be able to honour incorrect promotions and discount codes offered by third parties who we are not affiliated with and/or have not agreed to run a Promotion with.


Product prices shown on the Platforms are in British Pounds, US Dollars, Euros, or such other currency as we may offer from time to time and are inclusive of UK value added tax ("VAT") (where applicable), at the appropriate rate. Where you have requested delivery of your Order to an EU country, the total cost of your Order will include VAT. Where you have requested delivery of your Order to a non-EU country, the total cost of your Order will not include UK VAT. However, it may not include any taxes, duties, fees, levies or other charges levied by that non-EU country, which will be payable to the relevant local customs authorities (where possible). You acknowledge and accept that additional taxes, duties and charges may be levied on your order delivered outside of the EU despite Westgate London efforts to ensure no additional charges are levied upon or following delivery.

Product prices shown on the Platforms (irrespective of which currency you choose to pay in) may change from time to time. Please also be aware that the price of a Product may change at checkout if it is subject to any taxes, duties, fees, levies or delivery charges applied in the country you have selected for delivery of your Order.


Although we try to ensure all our Products' prices displayed in the Product Description are accurate, errors may sometimes occur. If we discover an error in the price of a Product we shall be under no obligation to accept or fulfil an order for this Product at the incorrect price and reserve the right to cancel such an order that has been accepted or is in transit.


You will be the importer for the international delivery of your Order (i.e. any Order delivered to a country other than the UK). Therefore, before placing an Order, it is your responsibility to check that the Products you are planning to import comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your Order. If any customs requirements apply or charges are due, you agree to be responsible for these.

5. Product Restrictions


There may be instances where due to restrictions (legal or otherwise) or practices in relation to a Product, we are prevented from being able to deliver it to you (for example age- or country-restricted products such as alcohol). Westgate London shall not be held liable in relation to any Product that we are unable to sell or deliver to you as a result of such restrictions. Please refer to the Product Description of your selected Product(s) to see if any restrictions apply. In the event that a restriction is enforced after you have placed your Order with us, we will do our utmost to notify you as soon as reasonably practicable.


If you place an Order for any Products which are age-restricted, you warrant that you meet the age requirement for that Product, for example over eighteen (18) years to place an Order for any alcohol product. It is an offence to buy or attempt to buy age-restricted Products if you are under age or to purchase such Products for someone else who is under age.


We reserve the right not to sell or deliver any age-restricted Product to anyone who is, or appears to be, under the required age. If you have purchased an age-restricted Product and have ordered it using the Westgate London' 'Click & Collect' service, proof of ID may be requested upon collection of that Product.

6. Order Process


Westgate London takes all reasonable care, in so far as possible, to keep the details of your Order and payment secure, but in the absence of negligence on our part, we will not be liable for any loss you may suffer if a third party procures unauthorised access to any Personal Information you provide when accessing or placing an Order on the Platforms. For more information on how we use and protect your Personal Information, please refer to our Privacy & Cookie policy.


The technical steps to place your Order and create a contract of sale between you and Westgate London are, as follows:

  1. a) You place an Order on the Platforms by pressing the 'Buy Now' button at the end of the checkout process. You will be guided through the process of placing an Order by a series of simple instructions on the Platforms.
  2. b) We will send you an email confirming your Order which will detail the Product(s) (including their Product Descriptions) that you have ordered. This email does not constitute an acceptance of your Order by us and a contract does not exist between us at this point.
  3. c) As your Order is shipped by us or a third party, we will send you a dispatch confirmation email. Please note, that we may also send you an SMS to notify you that your Order has been dispatched. Alternatively, in relation to our 'Click & Collect' service, we will send you an email (as well as possibly an SMS) to confirm that your Order is ready for collection. Upon sending either of these emails, your Order will be taken to have been accepted by us unless we have notified you that we do not accept your Order, or you have cancelled it.
  4. d) Subject to us having accepted your Order, we will then arrange for delivery of it to you at your nominated address on the date and time nominated by you (as far as applicable) or make it available for collection through our Click & Collect service.


Your Order is subject to English law. Your Order will be complete and the Product(s) in your Order will then be owned by you (and so risk of loss or damage to such) will pass to you in the first instance of either of the below taking place:

  1. a) the date on which we receive payment in full for the Product(s); or
  2. b) the date and time of collection of it from a 'Click & Collect' collection point, in a Westgate London partner store or delivery by us or third party to your nominated address, safe place, neighbour or as specified by you to our delivery partner. The Order is your responsibility from the time the delivery is made to the address or safe place you gave to us.


We shall be entitled to supply Products ordered as part of one Order separately. This may mean that Products are dispatched or available for collection separately. There may be certain circumstances where we can supply only part of an Order.


Non-acceptance of your Order (or parts of your Order) may be due to any one or more of the following non-exhaustive reasons:

  1. a) A Product you ordered is out of stock;
  2. b) We are unable to obtain authorisation for your payment;
  3. c) We have identified an error with a Product Description, including but not limited to a pricing error;
  4. d) You do not meet the eligibility requirements as specified in these Terms and Conditions;
  5. e) There is a system or procurement failure;
  6. f) You fail our customer validation checks; 
  7. g) There are restrictions (legal or otherwise) or practices in relation to a Product which prevent us from being able to sell or deliver it to you; or
  8. h) We believe you or your organisation are generating orders for commercial gain and not personal use; known for account misuse


We reserve the right to cancel your Order even after we have accepted it, for any of the reasons listed in Clause 6.5 of these Terms and Conditions. 

7. Payment and payment methods on the Platforms


You can currently pay in British Pounds, US Dollars, Euros, Nigerian Naira or such other currency as we may accept from time to time.


We accept payment for Orders by Maestro, MasterCard, Visa, Visa Debit, American Express, Solo, Electron, gift cards and e-vouchers. Gift cards and e-vouchers can only be used for orders in British Pounds.


If you choose to pay for your Order using a payment card with a currency denominated account that is different from the currency you are paying in, your payment card will be charged in the payment currency at the foreign exchange rate applied by your relevant payment card provider or bank at the time of processing your Order. Your international payment card provider or bank will determine the foreign exchange rate and may add an additional processing or administration charge which you will be liable to pay.


By placing your Order and making an offer to buy a Product, you authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time and this may include verification checks involving your debit or credit card number or credit reports in order to authenticate your identity; to validate your credit card; to obtain an initial credit card authorisation; to protect you and us from fraud; and to enable us to arrange delivery of your Order to your nominated delivery address.

8. Gift Cards and e-vouchers


Westgate London gift cards can be exchanged for products in all Westgate London stores and can also be used to purchase Products via the Platforms or over the telephone. Westgate London e-vouchers can only be used to purchase Products via the Platforms. E-vouchers are not available for use in any of Westgate London' pop up or partner stores. Gift cards and e-vouchers can only be used for orders in British Pounds.


The minimum amount to activate a Westgate London’ gift card is ten pounds (£10.00). A gift card or e-vouchers cannot be exchanged for cash or refunded. If the Products purchased online total less than the value of your gift card, any balance will be left as credit for you on your gift card. If the Products purchased online total less than the value of your e-voucher, then it will not be possible to process your Order and you will receive an error message. You can only use your e-voucher once and the total value of the Products you are purchasing must be equal to or greater than the value of the e-voucher.


When redeeming a gift card via the Platforms, you will be required to give the serial number on the gift card, and the online security code which is revealed by scratching off the holographic panel on the gift card. In relation to an e-voucher, in order to redeem this via the Platforms, you will need to enter both the registered email address to which the e-voucher was originally sent, as well as the serial number appearing on the e-voucher itself.


You should treat your gift card as cash – we cannot replace lost or stolen gift cards or refund the balance of a gift card used without your permission. If your gift card becomes accidentally damaged or if you have any issues with using your gift card or e-voucher, please contact Westgate London' Customer Services using our online chat facility


You must provide us with complete and accurate delivery address information. For the avoidance of doubt, this includes not only the address that your Order is going to, but also the name of its recipient. We will not be liable for the delivery of your Order as a result of you supplying us with incomplete or inaccurate information. Parcels may require a signature on delivery. 


Please note, if you choose to use any of our delivery partners’ personalised services (including but not limited to having your parcel delivered to a neighbour or left in a safe place), Westgate London shall not be held liable for any items which are lost, damaged or delayed.


We will make every effort to deliver your Order within the estimated timescales. However delays are occasionally inevitable due to unforeseen factors or events outside our control, for example, material shortages, travel or transportation disruption, import delays or higher-than-anticipated demand. Westgate London shall not be liable for any delay or failure by us to deliver your Order within the estimated timescales as a result of such delays. Please note that delivery of your Order may take longer during sale or other busy periods.


For the full list of countries that we currently deliver to, please see our international delivery section. You may select the international delivery option at the end of the checkout process, and by specifying a delivery address outside of the UK. We will notify you of the international delivery charge(s) applicable to your Order at checkout and the amount will be added to the total amount of your Order. Delivery lead times of your Order to an international address will vary according to its destination. Please see our Dispatch and Delivery section for more information.


Customers who purchase certain Products (for example Cartier, De Beers, Bulgari, Chopard and/or Chanel Fine Jewellery & Watches Products) on the Platforms have the option of either collecting these Products from their respective partner boutiques in store or (where the customer has a UK address) having them delivered via our complimentary courier service.


For those customers who have chosen to have these Products delivered via our complimentary courier service you will be required to:

  1. a) Nominate an appropriate date to have these Products delivered to your UK delivery address, this should be your home address.

Whilst our authorised courier will make every effort to deliver your Order within the estimated timescales delays occasionally occur and in such circumstances Westgate London shall not be liable.

  1. b) Upon these Products being delivered to your UK delivery address please make sure that either you or a relative with the same surname are available to receive and sign for the Products and that you or your appointed relative have suitable identification in the form of a passport or photo driving licence. In the event that you or your appointed relative cannot provide our authorised courier with a suitable form of identification then our Customer Service Team will contact you to arrange an alternative delivery date to receive these Products.


10. Westgate London 'Click & Collect' (In Roll-out/Development)


Westgate London 'Click & Collect' is a complimentary collection service available in all our local partner stores in chosen geo locations. Orders placed in UK using our 'Click and Collect' service will be treated as a UK Order and will include UK VAT.


The Westgate London 'Click & Collect' service allows you to choose a collection date up to fourteen (14) days in advance of when you would like to collect your Order. You can choose your date for collection at checkout. Please note that for certain Products or during busy periods, it may not always be possible to offer you next-day collection. In such circumstances, we will show you the earliest available collection date for your Order at checkout.


We will make every effort to make your Order available for collection within the estimated timescales. However delays are occasionally inevitable during sale or other busy periods or due to unforeseen factors or events outside our control, for example, extreme weather, a flood or fire. Westgate London shall not be liable for any delay or failure to make your Order available for collection within the estimated timescales.


After you have received an email from us notifying you that your Order is ready for collection, please collect your Order from the designated collection point in the relevant store where you asked for your Order to be sent. Please see your 'Ready to Collect' email for details of where the collection point is located.


When collecting your Order from a store please make sure that you bring either a valid passport, driving licence or the payment card that you used to place the Order. Please also bring your 'Ready to Collect' email or Apple Wallet confirmation. For Gift Card orders you will need to bring a passport or photo driving licence.


With the exception of the circumstances listed in clause 10.7, you can ask a friend to collect an Order on your behalf, but please make sure that they have a copy of your 'Ready To Collect' email as well as their passport or photo driving licence.


If your order contains fine jewellery or watches, then orders must be collected by yourself. There are also certain Products which you will be required to collect from the relevant partner boutique, these include fine jewellery and watch brands such as Van Cleef & Arpels, Chopard, Tiffany, Bulgari, De Beers, Chanel, Boucheron, Cartier, Repossi and Vashi.


We are unable to offer the 'Click & Collect' service on certain Products.


If you fail to collect your Order within seven (7) days of your collection date, your Order will be returned to Westgate London and will no longer be available for collection. Please note that in relation to certain Products this period may be shorter and we would advise that you check a Product's Description for further details. If you fail to collect your Order within the set period of time then we will automatically refund the original purchase price of your Order. Please refer to our Returns Policy for more information.

11. Cancellation


You have a statutory right to cancel your contract of sale at any time up to fourteen (14) days after the day on which you receive your Order. If you place an Order for several Products and they are delivered separately then your fourteen (14) days will start the day after you receive the last Product in your Order. You need to return the item within twenty eight (28) days after the day on which you receive or collect your Order in order to receive a refund. For information on refunds please see our Returns Policy.


If, for any reason, you wish to cancel your contract before your Order has been dispatched or you have been notified that it is available for collection, then you need to let us know. You can do so by contacting Westgate London' Customer Services team or by using our online chat service. Once we have received notification from you of your wish to cancel your contract, subject to any monies having been taken from you, provided the items have not been dispatched then we will refund you the original purchase price and delivery charge for your Order within fourteen (14) days. For more information, please see our Returns Policy.


It may not always be possible to stop an Order from being dispatched or made available for collection. If you decide to cancel your contract and your Order has already been dispatched or you have been notified that it is ready for collection, then you need to let us know and return the Product within twenty-eight (28) days from the day after you receive or collect your Order. We may withhold any reimbursement until we have received the Order back or you have supplied evidence of having sent the Order back, whatever is the earliest. You can notify us by using any one of the options identified in clause 11.2 above. Please refer to "How to return an Item" in our Returns Policy.

12.Returns Policy


Products must be returned in a saleable condition within twenty-eight (28) days of receiving your Order. Products must be unused and in their original packaging with garment tags and any other security devices or seals still attached and intact when they are returned to us. We reserve the right to consider the condition of any Product that you wish to return and make any deductions if there are indications that the Product, its tags, security devices or seals have been used, removed, broken or tampered with.


Please note that your right to cancel or return a Product does not apply to certain types of Products. The following list provides a non-exhaustive list of the types of Products you cannot cancel or return:

  1. a) Products which are bespoke, have been made to measure, altered, or personalised to your specification;
  2. b) Hampers, food, beverages and other perishable goods, such as flowers. Should you have any issues with an Order for flowers, 
  3. c) Unsealed audio or video recordings (such as CDs, DVDs), unsealed computer software; unsealed headphones, handsfree kits and blue tooth units with headphones and/or microphones; laptops and TFT screens with less than three (3) dead pixels within one (1) month of purchase; electronic products damaged by viruses, worms or other destructive programs downloaded or transferred to the product through use and/or containing software that is illicit or otherwise unauthorised by the software owner;
  4. d) Unsealed beauty items including toiletries and cosmetics which have been opened, tested or partially used; and
  5. e) Fragrance when delivered outside the UK, which cannot be returned due to restrictions on delivering hazardous products


Where lingerie, swimwear, cosmetics and earrings are protected by hygiene seals, you are required to take reasonable care by not removing the hygiene seals. Refunds will not be provided if the hygiene seals have been removed, broken or tampered with.


Some brands, including watches, jewellery, technology and furniture, have their own policies: Technology, Conran Shop, The Watch Gallery, Rolex, Bulgari, Van Cleef et Arpels, Theo Fennell, Cartier, De Beers, Hermes, Chanel, Tiffany, Boucheron, Messika, Chaumet and Chopard; however, this may be subject to change from time to time. Please contact Customer Services using our online chat for further details.

Please note that clauses 12.2 and 12.3 do not apply to faulty or incorrectly supplied Products where your statutory rights are unaffected.

How to return an item

Process for all returns (UK, EU and Non-EU)


You have 28 days from the date on which you received or collected your Order to return the Product(s). Please note that we do not need to have received the Product(s) within the 28 days if you have organised for the return to be made within this 28-day period.


Should you choose to return your Order through any other process not outlined in these terms and conditions (including a different carrier or postal service and not following the appropriate process for the value of the Product(s) as listed below), then any cost associated with that, as well as the risk, loss or damage to your Order shall be borne by you.


Any packaging, dust bags or authenticity labels must be returned with the Products otherwise we will not be able to refund the Order.

Process for returning a UK Order by Royal Mail


Subject to 12.6, we will pay for the cost of returning any Order delivered to you within the UK. If you wish to return your Order then please follow the steps in our returns page, register your return and you will receive confirmation and address to return your item


Process for returning an EU Order (other than a UK Order) and a Non – EU Order by post

12.9.1 Please follow the steps in our returns portal to register your return.


Fine Jewellery & Watches - Returns


Orders relating to certain fine jewellery and watches brands (for example De Beers, Bulgari, Chopard and/or Chanel) can either be returned to their respective boutiques in our London, Oxford Street store or where the customer has a UK address via our complimentary courier service (further details on this service and the steps you need to take can be found at Clause 13.8.3 of these terms). If you have a non- UK address, you will need to return the Products in accordance with the returns process at 13.9.2.

Orders for Cartier Products can only be returned by the complimentary courier service (please see 13.8.3 for further details on this return process) and cannot be returned to our London, Oxford Street store.

Returns to third party suppliers

13.1 – You will be able to return items directly to third party suppliers, please contact our customer service team using our online chat facility.

Gift Cards

Refunds will not be given for the purchase of a Westgate London Gift Card. Your statutory rights are not affected.

Non – Westgate London Returns

We will not be held responsible for any items that are returned to us which were not purchased from Westgate London. This includes personal items as well as items which have been purchased from other third parties. It is your responsibility to contact our Customer Services team as soon as possible in order to arrange their return to you (which shall be solely at your cost). If we do not hear from you, we will return the package to the relevant carrier and you will need to discuss this matter directly with them.

14.Refunds policy

Note: Westgate London uses third party gateways for the processing of payments and refunds, we do not directly receive funds from customers and accept no liability for delays or non receipt of a refund. If you havent recieved your refund, you should contact your bank.

Refunds on UK and EU Orders


Within fourteen (14) days of us receiving your Order back by post, or receiving proof from you that your Order was returned to us, we will refund you the original purchase price and delivery charge for your Order, provided that you return the Product(s) to us in a saleable condition.


Refunds will be issued back to you as follows:

  1. a) If you paid for your Order using a credit or debit card then your refund will be made back to the same card irrespective of whether you return your Order via post or in person to one of our partner stores. This will appear in your account within ten (10) working days depending on your card issuer.
  2. b) If you paid for your Order using a gift card or e-voucher and returned it to us via post, then the refund will be made back to you via an e-voucher. Alternatively, if you paid for your Order using a gift card or e-voucher and returned it to one of our partner stores, then your refund will be given back to you on a gift card.
  3. c) If you paid for your Order using a gift card or e-voucher as well as your credit or debit card, then any refund for that Order will be made back in the same amounts to the same payment methods that you used when originally placing your Order, with priority given to your credit or debit card. This means that if you placed an Order for £100 but used a £50 gift card, with the remainder paid for using your debit card, then you will receive a £50 refund to your debit card and a £50 refund to a gift card (if you returned your item to store) or e-voucher (if you returned your item via post). Alternatively, if you bought two items totalling £100 (one being £60 and the other £40) and you paid for these using a £50 gift card, with the remainder paid for using your debit card, then if you wanted to return the item worth £60 this would mean that you would receive a £50 refund to your debit card and a £10 refund to a gift card or e-voucher (subject to how you returned the item to us).


Subject to the delivery option that you selected when first placing your Order (for more information, see Dispatch and Delivery), we will also refund you one of the following:

  1. a) If you chose and paid for Standard Delivery of your Order, then we will refund you the full cost of this.
  2. b) If you chose and paid for either Nominated/Next Day or Same Day delivery of your Order, then it is at our sole discretion as to whether we refund you this delivery charge. At the very least you will be refunded the cost of what the Standard Delivery for your Order would have been.
  3. c) Please note that if you chose our 'Click & Collect' service, there would have been no delivery charge for your Order and so no refund for delivery will be necessary.
  4. d) If you are only returning part of your Order which was delivered to the same address, then there will be no refund for delivery.

Refunds on a Non-EU Order


If you placed your Order online and paid for it to be delivered to a Non-EU country, then within fourteen (14) days of receiving your Order back by post we will refund you the original purchase price for your Order, provided that you return the Product(s) to us in a saleable condition.

Please note that we will not refund the original delivery charge or any applicable local customs duties charged to you at checkout and paid to your local customs authority. Certain countries permit refunds of customs duties paid on Products you subsequently return. However, you will need to apply to your local authority to process that.

[For certain US states, if an order is returned to us via our designated courier we may be able to refund sales taxes subject to the local state laws.]

Promotional discounts and refunds


If a promotional discount applied to your Order originally, then the same discount will be applied to each Product of your Order that you return. This means that you will only be refunded the amount that you originally paid for your Order or any given Product. Further, any free promotional gift given with an Order must also be returned if you are returning the Product(s) to which the gift related. When returning discounted products online, the usual 28-day returns policy applies to allow you time for returning the products.

Repeated Returns


We monitor the number of returns made by customers, and repeated returns will be flagged and may, at our discretion, lead to the closure of your Westgate London Account.

Liability and Indemnity


If the fulfilment of an Order (or any aspect of it) would be illegal or unlawful, including by reason of breach of export controls or sanctions rules, or you fail any of our fraud detection or anti money laundering detection checks, Westgate London has the right to stop or cease to fulfil the Order (or part thereof) at any time and shall incur no liability in such circumstances.


You have certain rights as a customer, including legal rights relating to faulty or misdescribed goods. For further information about your legal rights in the United Kingdom, contact your local authority Trading Standards Department or Citizen's Advice Bureau. Nothing in these Terms and Conditions will affect these legal rights and, in particular, we will perform our obligations under these Terms and Conditions with reasonable care and skill.


Any Orders delivered to you will be of satisfactory quality. However, if we deliver an Order that is not of satisfactory quality, you can:

  1. a) contact us for a full refund within thirty (30) days of delivery; or
  2. b) contact us for a repair or replacement.


We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms and Conditions for any direct, special, incidental, indirect or consequential damages including loss of profit, loss of opportunity or any losses related to any business including (without limitation) lost data, earnings or business interruption that result from the use of, or the inability to use, the material or Content on the Platforms, a Product, or the conduct of other Users of the Platforms, even if Westgate London has been advised of the possibility of such damages.


You agree to fully indemnify, defend and hold harmless Westgate London, our agents, officers, directors, employees and suppliers, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of these Terms and Conditions by you or any other liabilities arising out of your use of the Platforms, or the use by any other person accessing the Platforms using your Westgate London Account and/or your Personal Information.


Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our agents or employees.

16. General


We may change these Terms and Conditions at any time. If any clause of these Terms and Conditions shall be deemed unlawful, void or for any reason unenforceable, then that clause shall be deemed severable from the Terms and Conditions and shall not affect the validity and enforceability of the remainder of these Terms and Conditions which shall continue to have full force and effect.


We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.


If you breach these Terms and Conditions and we take no action we will still be entitled to use our rights and remedies in other situations where you are in breach. No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any clause of these Terms and Conditions.


The Platforms may only be used for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Platforms and any transactions conducted on or through the Platforms. These Terms and Conditions are governed by English law and are subject to the exclusive jurisdiction of the English courts.


The provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded from these Terms Conditions such that no third party may claim any rights under these Terms and Conditions.


Applicable laws require that some of the information or communications we send to you should be in writing. When using the Platforms, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on the Platforms. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.


These Terms and Conditions govern our relationship with you and supersede any and all preceding and contemporaneous agreements between you and Westgate London. Any waiver of any provision of the Terms and Conditions will only be effective if in writing and signed by a Director of Westgate London. You confirm that, in agreeing to accept the Terms and Conditions, you have not relied on any representation save insofar as the same has expressly been made a clause of these Terms and Conditions and you agree that you shall have no remedy in respect of any representation. Your statutory tights are not affected by these Terms and Conditions.

17. Comments and Complaints Procedure


Please contact us if you have any comments or complaints by contacting our Customer Services team by using the online chat facility or by email [email protected] We will always endeavour to resolve any dispute as swiftly as possible.


If you are not happy with how we have handled your complaint, you have the option to submit any disputes for online resolution to the European Commission Online Dispute Resolution platform.

18. Our details


Westgate London is vat registered in England. You can write to us at our address: Return Centre, 76546 London SW6 9PB.