Shipping & Returns

UK Customers

  • Standard Delivery (1 - 2 days) - £5.00.  Free UK shipping over £250.00
  • "Collect in Store" at our 8 Woburn Walk, London store - Free

International Customers

Please note, we can not deliver to PO BOX address. To obtain a shipping quote if your country does not appear in the selection please contact us at [email protected] and we will be able to better assist you with your order.

Estimated Delivery Times & Costs

Please select which service you would like to use at the checkout. Estimated delivery times and exact costs are shown clearly at the checkout. 

If you would like clarification on shipping prices or times please contact us at [email protected]

Most destinations are shipped on a Delivery Duty Paid basis, which means that all import taxes and duties will be included in the final purchase price.  

The following regions are sent on a Delivery Duty Paid basis:
United Kingdom

Please note the Express service to Australia, New Zealand, and other international territories is not a Delivery Duty Paid service. Unfortunately, we currently do not offer Delivery Duty Paid services to regions not listed previously. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order. If you have any questions or queries please contact us at [email protected] 

Pay in GB Pounds, Euros & Dollars

We accept payment in Great British Pounds. This means the price you see is the price you will be charged.

Collect in Store

  1. If delivery method chosen is Collect In Store, please await a confirmation email from the Web Team before collecting your order. If you have not been contacted within 48 hours please contact [email protected]
  2. To collect your item you will need to produce your order confirmation email upon collecting the order from Nepenthes London.
  3. If another person is collecting on your behalf they will need to show your order confirmation email at the point of collection.
  4. If an order is collected by a courier cannot be held responsible for the loss or damage of the item in transit. Please notify [email protected] if you plan to arrange a courier.  
  5. Collect In Store orders will be held at Nepenthes London for a maximum of 3 months from point of confirmation.
  6. Our returns policy on Collect In Store orders begins from the day you receive your confirmation email.

Online Returns

We are happy to return purchases from our online store (some exclusions apply*) within 14 days of purchase. For purchases made in store, please refer to your printed receipt.

You can return your order in 2 ways:

1. Mail your items back to us

Post/courier the items back to us at Nepenthes London RETURNS, 8 Woburn Walk, Bloomsbury, London, WC1H 0JL.

2. Return to store

Drop by our store at 8 Woburn Walk with your order receipt and we'll happily offer you a refund or exchange. 

Store Returns

Please note, for any in store purchases, all returns/exchanges must be made within 14 days of purchase. Faulty items will be fully refunded if deemed truthfully faulty by the store manager. If being returned for any other reason an exchange will be offered if possible. If not, the customer will be issued with a credit note to be used within 12 months of issue date.

Important Information on Returns:

If you wish to return your item and receive a full refund, items need to be posted/couriered back to us within 14 days of being purchased, or you can return your order in store. Subject to stock availability, we can exchange items that are returned to us within 14 days of being purchased by you. Please advise us upon receipt of your purchase if you wish to a refund or exchange and allow 1-2 working days for this to be processed. Please note that all extra postage costs incurred in an exchange are payable by you and return of the new item is subject to us receiving the extra postage costs. Once this is received the new item will be posted within 1-2 working days.

Returned items that have been subject to a free shipping offer and are being returned for a monetary refund not exchanged goods or a credit note will have our delivery cost deducted from the amount refunded. Please be aware of our shipping costs. 

Returns of faulty items will only be accepted if the goods were faulty when delivered to you, we at Nepenthes London take every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting [email protected] about the fault. Returns of faulty goods must be returned to us within 14 days of purchase.

In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any shipping costs incurred. Please note refunds to Debit/Credit Cards normally clear in 1/2 days. Refunds to Paypal can take up to 30 days and are subject to Paypal refund regulations. Nepenthes London credit notes are valid for 12 months from the date of issue and can be redeemed on the Nepenthes London Online Store or in the Nepenthes London store. If you want to purchase from the site with your Credit Note please contact us before making your purchase at [email protected]

Returns and exchanges received outside the above time frames will not be accepted. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Please be aware that international customs duties and sales taxes are not refunded for shipments outside the European Community (EC).

We will only accept returns provided that the goods in question are received back to us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you. We will not accept returns for items that have been worn. Please be aware that all items must be returned with their original packaging and tags, shoes returned without their original boxes cannot be accepted.

We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.

Returns not accepted on all printed material.

*Last updated 31/08/2019

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