Calton Brown Ltd, Company No. 17230415. Registered office: 75 Shelton Street, Covent Garden, London WC2H 9JQ. Effective 13 October 2026. Orders are governed by the version of this policy in force on the day the order was placed.
Customers in the European Union: your Right of Withdrawal, with the model withdrawal form, is in section 21 below. It also appears in section 11 of our Terms of Sale.
At a glance
| Time to cancel | 14 days from the day you receive your order (7 days in South Africa, where we apply whichever period is longer for you) |
| Time to send goods back | 14 days from the day you tell us you are cancelling |
| Condition | Unworn, unwashed, undamaged, with all tags and packaging |
| Returning for change of mind | Cost paid by you, on a tracked service |
| Returning faulty or incorrect goods | Cost paid by us |
| Refund timing | Within 14 days of us receiving the goods or proof you have sent them |
| Refund method | Original payment method only |
| Contact | returns@caltonbrown.com |
This table is a summary. The full terms are below and prevail.
1. About this policy
1.1 This policy applies to every order placed at caltonbrown.com. In it, “we”, “us” and “our” mean Calton Brown Ltd. “You” means the person who placed the order. “Goods” means the items ordered. “Working Day” means Monday to Friday, excluding public holidays in England. “Return Reference” means the reference we issue when we approve the return process for your order.
1.2 If any other page, email, message or conversation appears to say something different from this policy, this policy governs, except that nothing in it limits any right you have by law as a consumer.
1.3 Our Terms of Sale, Shipping Policy and Privacy Policy sit alongside this policy. Where they overlap on returns and refunds, this policy governs.
2. Your right to cancel (change of mind)
2.1 United Kingdom. You may cancel your order for any reason, without giving a reason, within 14 days of the day on which you, or someone you nominate other than the carrier, receive the goods. If your order is delivered in more than one parcel, the 14 days run from the day you receive the last parcel. You then have a further 14 days from telling us you are cancelling to send the goods back to us.
2.2 European Union. If you are a consumer in an EU member state, your Right of Withdrawal is set out in section 11 of our Terms of Sale and, for customers browsing from the EU, in section 21 of this policy. The same 14 day periods apply.
2.3 South Africa. Under the Electronic Communications and Transactions Act you may cancel within 7 days of receiving the goods. We honour whichever of our standard period and the statutory period is longer for you.
2.4 All other countries. We apply the same 14 day period as a minimum, subject to any longer period that applies to you under local law.
2.5 How to cancel. Email returns@caltonbrown.com with your order number and the items you wish to return. A clear written statement of your decision to cancel is enough. Your cancellation is in time if you send it before the period in 2.1, 2.2, 2.3 or 2.4 ends.
2.6 What happens next. We will reply with a Return Reference and return instructions, normally within 2 Working Days.
2.7 Goods you cannot cancel. The right to cancel does not apply to goods made to your individual specification or clearly personalised, or to goods sealed for hygiene reasons where the seal has been broken after delivery. We say so on the product page where either applies. We do not exclude sale or discounted items from your right to cancel.
3. How to return an order
- Email returns@caltonbrown.com with your order number and the items you are returning.
- Wait for your Return Reference and the return address. Please do not send goods to any other address, including any address on your delivery note or the outer packaging.
- Pack the goods securely, with all tags and any inner packaging attached.
- Place your Return Reference inside the parcel and write it on the outside.
- Send the parcel by a tracked service and keep your proof of postage until your refund has arrived.
4. Condition of returned goods
4.1 You may handle and try on goods as you would in a shop in order to decide whether to keep them. You are responsible for taking reasonable care of the goods until they reach us. If you handle them beyond what is necessary for that purpose, we may reduce your refund by the amount their value has been reduced.
4.2 The following table shows how we assess returns.
| Acceptable | Not acceptable, and may reduce the refund |
|---|---|
| Tried on briefly, indoors, with tags attached | Worn outdoors or for any period beyond trying on |
| Original tags, labels and packaging present | Tags or labels removed, cut or replaced |
| Clean, with no marks, odours or residues | Perfume, deodorant, make up, tobacco, pet hair or other odour or residue |
| Folded and returned as received | Washed, dry cleaned, pressed, altered, hemmed, stretched or otherwise modified |
| The same item and size we dispatched | A different item, size, colour or a substitute |
4.3 Where we apply a deduction, we will tell you the amount and the reason in writing before we refund you.
5. Return shipping
5.1 Change of mind. You pay the cost of returning the goods. We recommend a tracked and insured service. You remain responsible for the goods until we receive them. We cannot refund goods that are lost, stolen or damaged on their way back to us unless you can show proof of postage and proof they reached us.
5.2 Faulty, damaged or incorrect goods. We pay the cost of return. We will give you a prepaid label or reimburse reasonable postage on provision of the receipt.
5.3 Returns without notice. You may notify us of your cancellation in any clear way. If a parcel reaches us without a Return Reference, we will treat its arrival as your notice, we will contact you, and processing may be delayed while we match the parcel to your order. We will not refuse a statutory return solely because you did not follow the process.
5.4 Return address. The return address may be outside your country and may differ from the address we dispatch from. Use only the address we provide in writing for your Return Reference. Our registered office is a business address and is not a returns address.
6. Inspection and outcome
6.1 We inspect every return, normally within 5 Working Days of receiving it. The outcome will be one of the following, and we will email you.
- Accepted in full. We refund as set out in section 8.
- Accepted with a deduction. The goods are returned in a condition that reduces their value. We refund less the deduction and explain it.
- Not accepted. The goods are not ours, do not match our records, or their condition goes well beyond handling to assess them. We will not refund them. We will contact you and hold the goods for 30 days, and we will return them to you at your cost if you ask. Your statutory rights are not affected.
6.2 Substitution and counterfeit goods. The goods you return must be the same item and size we dispatched. If we receive a different, counterfeit, altered or substituted item, we will not issue a refund, we will hold the item, we will tell you in writing within 5 Working Days, and we may report the matter to the carrier, the payment provider and the police.
7. Exchanges
7.1 We offer exchanges for a different size of the same style where stock is available. To request one, email returns@caltonbrown.com and state the size you want.
7.2 An exchange is processed as a return of the original item and a new order for the replacement. The replacement is reserved only once we have received and accepted the return, and is subject to availability. If the size is no longer available, we will refund you.
7.3 Return shipping for exchanges is paid by you unless the goods are faulty or incorrect. The replacement is sent at our cost within the countries we deliver to. Duties and import taxes on the replacement parcel, where they apply, are payable by you as set out in our Shipping Policy.
8. Refunds
8.1 Timing. We will refund you within 14 days of the earlier of the day we receive the goods back and the day you give us proof that you have sent them. If goods are being inspected, the refund follows the outcome in section 6.
8.2 Method. We refund to the payment method used for the order. We do not refund to a different card, account or person, and we do not refund by cash, voucher or bank transfer unless the original payment method is no longer available and we agree otherwise in writing.
8.3 Amount. We refund the price you paid for the returned goods and the cost of standard delivery where you are cancelling the whole order. We do not refund the extra cost of a delivery option more expensive than our standard option. We do not refund your return shipping on change of mind returns.
8.4 Partial returns. If you return only part of an order, the delivery charge is not refunded, except as the law requires.
8.5 Discounts, thresholds and gifts. If your order qualified for a percentage discount, a multi buy offer, a free delivery threshold or a free gift, and the return means the order no longer qualifies, we will refund only the amount you actually paid for the goods returned, reduced proportionately. Gifts included with an order must be returned with it.
8.6 Currency. We refund in the currency in which you paid. We are not responsible for exchange rate movements, conversion charges or fees applied by your bank or card issuer.
8.7 Bank timing. Once we have issued a refund, your bank or card issuer typically takes 5 to 10 Working Days to show it.
8.8 Duties and import taxes. We do not collect duties, import taxes or carrier clearance fees, so we do not refund them. They are paid by you to the carrier or to customs. If you return goods, you may be able to reclaim the duties and import taxes you paid on them from the customs authority of your country, because you were the importer. On request, we will give you written confirmation of the return to support your claim. Charges on a parcel that you refuse or do not claim are dealt with in section 11.
9. Faulty, damaged or incorrect goods
9.1 Please inspect your order on arrival. If an item is faulty, damaged, not as described, or not the item you ordered, email returns@caltonbrown.com with your order number and clear photographs showing the issue, the label and the packaging. We ask for this within 7 days of delivery because earlier reports help us investigate with the carrier. Reports after that are still assessed under the law.
9.2 Your legal rights (UK). Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. You may reject faulty goods within 30 days of delivery for a full refund. After that, you are entitled to a repair or replacement, and if that is not possible or does not succeed, to a price reduction or a final right to reject. During the first 6 months, a fault is presumed to have existed on delivery unless we show otherwise. Your rights in the EU and South Africa are those set by your local law.
9.3 What is not a fault. Normal wear and tear, damage caused after delivery, damage from not following the care label, accidental or deliberate damage, and natural variation in fabric, dye and finish are not faults. Colour may vary slightly between screens.
9.4 Our remedy. Where we agree the goods are faulty, damaged or incorrect, we will, at your choice where the law permits, refund you in full including original delivery, or replace the item. We refund within 14 days of agreeing that the goods are faulty. We pay return postage.
10. Cancelling before dispatch
If your order has not been dispatched, email orders@caltonbrown.com with your order number. We will cancel it and refund you in full. We cannot guarantee a cancellation once an order has been handed to the carrier, in which case it is treated as a return under section 2.
11. Refused, unclaimed and undeliverable parcels
11.1 If you refuse a parcel, fail to collect it, do not pay duties, taxes or fees charged on it, do not provide customs information the carrier has requested, or provide an address we cannot deliver to, the parcel may be returned to us or abandoned by the carrier, and we treat the order as cancelled.
11.2 Once the parcel is back with us, we will refund the price paid for the goods, less the direct cost of the carrier returning the parcel to us and any duties, taxes or fees we have had to pay on that shipment. Where the law entitles you to a refund of standard delivery, we refund it. If the carrier or customs retains or destroys the parcel, we will assess the position under this policy and your statutory rights. Please read our Shipping Policy for how duties and import taxes work for your country.
11.3 Duties, taxes and fees charged on delivery are set by customs and are payable by you. If you believe you have been charged wrongly, please do not ignore the notice. Email orders@caltonbrown.com with your order number and a photograph of the notice, and we will help you query it with the carrier.
12. Delivered but not received
12.1 If tracking shows your parcel as delivered and you have not received it, please check with neighbours, household members, building reception and any safe place, and wait one Working Day, as carriers can scan a parcel as delivered shortly before it arrives.
12.2 If it has not appeared, email orders@caltonbrown.com within 7 days of the recorded delivery date with your order number and a short written statement. We will investigate with the carrier and may ask for further information. Where the carrier confirms loss, we will reship or refund.
12.3 We may decline repeated claims for the same customer, address or payment method where the pattern suggests misuse.
13. Lost returns
If a return does not reach us, we cannot refund it without proof of postage and tracking showing delivery to the return address we gave you. Please keep your receipt and tracking until your refund has been confirmed.
14. Payment disputes and chargebacks
14.1 Please contact us before raising a dispute with your bank or card provider. We resolve genuine problems quickly, and a dispute raised first will usually slow your refund.
14.2 If a dispute is raised, we will give the bank or card provider our records for the order, including the order confirmation, the dispatch and delivery tracking, the communication between us, the terms accepted at checkout, and this policy.
14.3 While a dispute is open we may suspend further orders from the account. If a dispute is found to be unjustified, we may refuse future orders and recover the amount owed to the extent the law permits.
15. Fraud, abuse and refusal of orders
15.1 We may decline, hold or cancel an order, and refund it in full, where we reasonably suspect any of the following: payment fraud or an unauthorised card; false or incomplete delivery details; resale at scale or purchases intended for resale; abuse of a promotion, discount code, referral or influencer code; creating several accounts to avoid limits; or a pattern of returns that suggests goods are being worn and returned.
15.2 Discount codes are limited to one per order and cannot be combined unless the offer says so. A code that is applied in error or abused may be removed and the order adjusted.
15.3 If we cancel an order for a reason in 15.1 before dispatch, we will refund it in full. Nothing in this section removes the rights you have as a consumer by law.
16. Pricing and order errors
If an item is listed at a price that is a clear and obvious mistake, or if we cannot fulfil an order because of a stock or pricing error, we will tell you, offer you the option of buying at the correct price, and cancel and refund in full if you decline. We do not revisit prices on orders already accepted and fulfilled.
17. Gifts
If an order is purchased as a gift, any refund is made to the original payer using the original payment method. We do not issue refunds to the recipient. Returns follow this policy, and the recipient should contact us with the order number.
18. International orders
18.1 We deliver to the markets listed in our Shipping Policy. Return addresses may be outside the country you live in.
18.2 Duties, import taxes and carrier fees, where they apply, are payable by you on or before delivery. See section 7 of our Shipping Policy, and section 8.8 for how this works on a return.
18.3 Where customs in your country requires information from the recipient, such as an identification or tax number, we or the carrier will ask you for it. Delays caused by missing or incorrect information are not our responsibility.
19. Your legal rights
Nothing in this policy affects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, the EU Consumer Rights Directive, the South African Consumer Protection Act, or the Electronic Communications and Transactions Act, as they apply to you.
20. Contact
| Returns, refunds, faulty or incorrect goods | returns@caltonbrown.com |
| Order changes, cancellations before dispatch, delivery questions | orders@caltonbrown.com |
| General enquiries | info@caltonbrown.com |
We aim to reply within 2 Working Days.
21. Customers in the European Union: Right of Withdrawal
21.1 Who this applies to. This section applies to consumers who live in a member state of the European Union and buy from caltonbrown.com for personal use. It repeats the right set out in section 11 of our Terms of Sale, which applies to all customers who need it.
21.2 Your right to withdraw. You have the right to withdraw from your contract with us for any reason, without giving a reason, within 14 days. The period ends 14 days after the day on which you, or a third party you have named who is not the carrier, take physical possession of the goods. If your order is delivered in several parcels, it ends 14 days after you receive the last parcel. To meet the deadline, it is enough to send your withdrawal notice before the 14 days have expired.
21.3 How to withdraw. Tell us clearly that you have decided to withdraw. You can do this in any of these ways:
- Withdraw from contract here, which opens an email to us with the details pre-filled for you to complete and send.
- Email returns@caltonbrown.com with a clear statement and your order number.
- Use the model withdrawal form at the end of this section. You do not have to.
21.4 Our acknowledgement. We will confirm receipt of your withdrawal by email without delay. That email will state the date and time we received it and will include your Return Reference and return instructions.
21.5 Returning the goods. You must send the goods back to us, or hand them to a person we name, without undue delay and in any event within 14 days of the day you tell us you are withdrawing. The deadline is met if you send the goods back before the 14 days have expired. Please wait for your Return Reference and the return address, put the Return Reference inside the parcel, and use a tracked service. You bear the direct cost of returning the goods, and you remain responsible for them until they reach us.
21.6 Condition and loss of value. You may handle and try on the goods as you would in a shop. You are liable for any loss in value that results from handling them beyond what is necessary to establish their nature, characteristics and functioning. We will tell you in writing the amount we deduct and why. The goods must be the item and size we dispatched, as set out in section 6.2.
21.7 Refunds. We will reimburse all payments we received from you, including the cost of standard delivery, without undue delay and in any event within 14 days of the day we are informed of your decision to withdraw. We may withhold the refund until we have received the goods back, or until you provide evidence that you have sent them back, whichever is earlier. We refund using the same payment method you used for the order, and you will not pay any fee for the refund. We do not refund the additional cost of any delivery option more expensive than our standard option. Sections 8.5 and 8.6 apply to discounts and currency.
21.8 Goods that cannot be returned. The right of withdrawal does not apply to goods made to your specification or clearly personalised, or to goods sealed for hygiene reasons that you have unsealed after delivery. We say so on the product page where either applies. Sale and discounted goods are not excluded.
21.9 Duties and import taxes. We do not collect duties or import taxes, so we do not refund them. Section 8.8 explains how you may reclaim them from the customs authority of your country on goods you send back.
21.10 Faulty or non conforming goods. Separately from your right of withdrawal, EU law gives you a legal guarantee of conformity of at least two years from delivery. If goods are faulty, damaged, not as described or not the item you ordered, you are entitled to the remedies set by the law of your country, including repair or replacement and, where those are not possible or not provided, a price reduction or termination of the contract. Email returns@caltonbrown.com with your order number and clear photographs. We pay the cost of returning goods that are faulty or incorrect.
21.11 Cancelling before dispatch. If your order has not yet been dispatched, email orders@caltonbrown.com with your order number and we will cancel it and refund you in full.
21.12 Other rights. Nothing in this section limits your rights as a consumer under the law of your country, including the EU Consumer Rights Directive as implemented there. If we cannot resolve a complaint, you may contact your national consumer protection authority.
Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To: Calton Brown Ltd, 75 Shelton Street, Covent Garden, London WC2H 9JQ, returns@caltonbrown.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
22. Changes to this policy
We may update this policy from time to time. The version in force on the date you place your order applies to that order. The date of the current version appears at the top of this page.