Return Policy
Last Updated: June 23, 2026
At Robert & Jane Londen, customer satisfaction is extremely important to us. If you are not completely satisfied with your purchase, we are here to help. Please read our Return & Refund Policy carefully before initiating a return.
For any questions regarding returns, exchanges, damaged items, or refunds, please contact us first at:
Email: info@robertjanelonden.com
1. Our Business Model
Robert & Jane Londen operates using a fulfillment model that allows us to offer a carefully selected range of products while reducing unnecessary waste and excess inventory.
Some products are shipped directly from our trusted international fulfillment partners and suppliers. As a result, approved returns may need to be sent to the designated return facility provided by our supplier.
Customers must always contact us before sending any item back, as unauthorized returns may not be accepted.
2. Return Request Period
You may request a return within 14 days of receiving your order.
To initiate a return, please contact us at:
Please include:
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Your full name
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Order number
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Product name
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Reason for the return
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Photos when applicable
Once your request has been reviewed and approved, we will provide detailed return instructions and the appropriate return address.
Returns sent without prior authorization may be refused.
3. Return Eligibility
To qualify for a return, items must meet the following conditions:
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The item must be unused and unworn.
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The item must be in its original condition.
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All original tags, labels, packaging, and accessories must be included.
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The item must not show signs of use, washing, damage, or alteration.
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Proof of purchase must be provided.
Customers may inspect and try on products as they would in a physical retail store, but items that have been worn beyond reasonable inspection may not qualify for a refund.
4. Non-Returnable Items
For hygiene, safety, and quality reasons, certain products cannot be returned unless they arrive damaged or defective.
These may include:
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Underwear
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Swimwear
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Earrings and certain jewelry items
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Personal care products
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Customized or personalized products
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Gift cards
The eligibility of a specific product for return may also be indicated on the product page.
5. Return Shipping Costs
Unless the return is caused by our error (such as receiving an incorrect or defective product), customers are responsible for all return shipping costs.
This includes:
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International shipping charges
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Customs fees
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Duties
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Taxes
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Carrier service fees
Because return destinations may vary depending on the product and supplier, customers must wait for return instructions before shipping any item.
We strongly recommend using a tracked shipping service.
Robert & Jane Londen cannot be held responsible for returns that are lost in transit and cannot be verified through tracking information.
6. Alternative Resolution Options
International returns can sometimes be expensive and time-consuming for both parties.
Where appropriate, we may offer alternative solutions, including:
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Partial refunds
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Store credit
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Replacement products
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Discount vouchers
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Other mutually agreed resolutions
These solutions may allow customers to avoid return shipping costs while still receiving fair compensation.
Each case is assessed individually.
7. Damaged, Defective, or Incorrect Items
If you receive an item that is:
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Damaged
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Defective
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Incorrect
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Missing parts
Please contact us within 14 days of delivery.
Your email must include:
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Your order number
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A description of the issue
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Clear photographs showing the problem
This information allows us to investigate the matter quickly and provide an appropriate solution.
Depending on the circumstances, we may offer:
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A replacement product
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A refund
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A partial refund
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Store credit
Failure to provide sufficient evidence may delay or prevent the processing of your claim.
8. Refund Process
Once an approved return has been received and inspected, we will notify you of the outcome.
If approved:
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Refunds will be issued to the original payment method.
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Processing will occur within 14 days after approval.
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Financial institutions may require additional processing time before funds appear in your account.
Original shipping charges are generally non-refundable unless required by applicable law or where the return results from our error.
9. Order Cancellations
Because orders are processed quickly after being placed, cancellation requests cannot always be guaranteed.
If you wish to cancel an order, please contact us immediately at:
If the order has already entered processing, packaging, or shipment stages, cancellation may no longer be possible.
Customers are encouraged to contact us directly before initiating a payment dispute or chargeback, as many issues can be resolved more efficiently through our customer support team.
10. Delivery Responsibility
Customers are responsible for providing accurate shipping information at checkout.
Robert & Jane Londen cannot be held responsible for:
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Delivery issues caused by incorrect customer information
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Delays caused by customs authorities
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Delays caused by shipping carriers
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Failed deliveries resulting from an incorrect address provided by the customer
If you notice an address error after placing an order, please contact us within 24 hours at:
While we will do our best to assist, address changes cannot be guaranteed once an order has entered processing.
11. Lost Packages
If tracking information confirms successful delivery to the address provided during checkout, the order will generally be considered fulfilled.
If you believe a package was delivered incorrectly, we recommend:
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Checking with household members
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Checking with neighbors
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Contacting the local carrier
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Contacting our support team for assistance
We will make reasonable efforts to help investigate delivery issues where possible.
12. Contact Information
For all return, refund, and order-related inquiries, please contact:
Robert & Jane Londen
Email: info@robertjanelonden.com
We aim to respond to all customer inquiries as quickly as possible.