Refund and Return Policy

Overview

At THE HOUSE OF DREW LIMITED, we want every customer to have a positive shopping experience. If an item does not meet your expectations, this Refund and Return Policy explains the conditions for returning eligible products and requesting a refund.

Return Eligibility

Customers may request a return within 15 days of receiving their order. To be eligible, items must be unused, unworn, in their original condition, and returned with all original tags and packaging.

Before sending an item back, please contact our customer support team with your order number and the reason for your return. You must receive return instructions and approval before shipping the product back. Returns sent without prior authorisation may not be accepted.

Refunds

Once your returned item arrives, our team will inspect it to determine whether it meets the return requirements. If your return is approved, the refund will be issued to the original payment method used for the purchase.

Refunds are generally processed within 5–7 business days after approval. However, the time it takes for the funds to appear in your account may depend on your bank or payment provider.

Original shipping charges are generally non-refundable unless the return relates to a damaged or defective product, an incorrect item, or a fulfilment error attributable to THE HOUSE OF DREW LIMITED, subject to applicable law.

Exchanges

We do not currently provide direct exchanges for different sizes, colours, or products. If you would like an alternative item, please contact our support team to arrange an eligible return. Once your return has been approved, you may place a separate order for the replacement product.

Items Not Eligible for Return

Certain items may not qualify for return or refund, including:

  • Products marked as final sale.
  • Gift cards, where applicable.
  • Items that have been worn, washed, used, or altered after delivery.
  • Products returned in a damaged condition caused by customer use or mishandling.
  • Discounted or promotional products where the applicable sale terms clearly state that returns are excluded, subject to applicable consumer protection laws.

Please review product descriptions, measurements, and other relevant details before placing your order.

Nothing in this policy limits any mandatory consumer rights that may apply under the laws governing your purchase.

Return Shipping

Customers are generally responsible for the cost of returning an item unless it arrives damaged or defective, the wrong product is supplied, or the return results from a fulfilment error by THE HOUSE OF DREW LIMITED.

We recommend choosing a reliable shipping service that provides tracking and proof of delivery. Customers should retain their return tracking information until the return has been received and resolved.

We cannot guarantee the safe arrival of parcels lost in transit when the return shipment is arranged by the customer. This does not affect any rights or remedies available under applicable law.

Contact Us

If you have questions about this policy, need assistance with a return, or wish to report a damaged, defective, or incorrect item, please contact our customer support team.

Registered Company Name: THE HOUSE OF DREW LIMITED

Email: sales@thedrewhouse.com

Our team will provide guidance on the return process and help address your concerns.

THE HOUSE OF DREW LIMITED aims to handle return and refund requests fairly, clearly, and in accordance with applicable consumer protection requirements.