Refund policy

# Refund and Returns Policy

**Albert Cross**
Last updated: 8 August 2026

## Our Guarantee

We want you to love what you order. Every purchase from Albert Cross is covered by our **30-day money-back guarantee**. If your order isn't right for any reason, you can return it within 30 days of delivery for a full refund — no questions asked.

## Your Legal Right to Cancel (UK & EU Customers)

If you're a consumer based in the UK or EU, you also have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This gives you **14 days from the day you (or someone you nominate) receives your goods** to cancel your order for any reason, plus a further 14 days to send the goods back to us.

Our 30-day money-back guarantee goes beyond this legal minimum, so in almost all cases our own policy below will apply to you. Where the two differ, whichever gives you the stronger protection applies.

## How to Return an Item

1. Contact us at **reecewm04@gmail.com** within 30 days of receiving your order, letting us know the order number and which item(s) you'd like to return.
2. We'll confirm your return and provide instructions for sending the item(s) back to us.
3. Pack the item(s) securely, ideally in their original packaging.
4. Once we receive and inspect your return, we'll process your refund.

You can also start a return anytime from our [Track Your Order](/pages/track-your-order) page.

## Condition of Returned Items

To be eligible for a refund, items must be:

- Unworn, unwashed and unused, with all original tags attached
- Returned in their original packaging where possible
- Free from marks, odours (e.g. perfume, smoke) or damage not caused by us

Footwear should be tried on indoors on a clean surface only, with the original shoe box included and undamaged.

Items that don't meet these conditions may be refused or subject to a reduced refund.

## Faulty or Damaged Items

If an item arrives faulty, damaged, or not as described, you're entitled to a repair, replacement, or full refund under the Consumer Rights Act 2015 (UK), regardless of the 30-day window in ordinary circumstances. Please contact us at **reecewm04@gmail.com** with your order number and photos of the issue as soon as possible, and we'll sort it out at no cost to you, including covering return shipping where applicable.

## Refunds

Once we've received and inspected your return, we'll notify you by email and process your refund to your original payment method. Refunds are typically issued within 5–10 business days, though it may take a little longer for the funds to appear depending on your bank or card provider.

Original shipping charges are non-refundable, except where the return is due to our error (faulty, damaged, or incorrect item).

## Return Shipping Costs

Unless your item is faulty, damaged, or incorrect, return shipping is the customer's responsibility. We recommend using a tracked shipping service, as we can't be held responsible for returns lost in transit.

## Exchanges

We don't currently offer direct exchanges. If you'd like a different size or colour, please return your original item for a refund and place a new order.

## International Returns (EU & US)

We ship to the UK, EU and US, and the same 30-day money-back guarantee applies to all orders regardless of destination. Customers outside the UK are responsible for return shipping costs and any customs or duties incurred, except where the return is due to our error.

## Non-Returnable Items

For hygiene reasons, the following items cannot be returned unless faulty:

- Pierced jewellery
- Underwear and swimwear where the hygiene seal has been removed

Any item marked as "Final Sale" at the time of purchase is not eligible for return or refund.

## Late or Missing Refunds

If you haven't received a refund within 10 business days of us confirming it, please first check with your bank or card provider, as processing times vary. If you've done this and still haven't received your refund, contact us at **reecewm04@gmail.com**.

## Contact Us

Albert Cross
14 Queensway, Sleaford, England, NG34 9ET, United Kingdom
Email: reecewm04@gmail.com

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*This policy is provided as a general template based on standard UK consumer protection law (the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015) and is not a substitute for legal advice. Because you sell to customers in the EU and US as well as the UK, we'd recommend having a solicitor review this policy to ensure it also meets any additional requirements in those regions before publishing it live.*