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UK & International Returns


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