Refund policy

Returns & Refunds Policy

At Robert Old, we aim for your complete satisfaction. If you're not entirely happy with your purchase, our return policy is here to assist you.

30-Day Return Policy

You have 30 days from the date of delivery to request a return.

To be eligible:

  • Items must be unworn, unused, with original tags and packaging.
  • A receipt or proof of purchase is required.

How to Return

To initiate a return, email us at store@old.co.uk with your order details. Once approved, return the item to:

Robert Old
20-21 Westover Road
Bournemouth, Dorset
BH1 2BY
United Kingdom

Return Shipping Options

International Orders
All international returns must use our DHL return labels. The cost of the label will be deducted from your refund, and we will notify you of the amount in advance.

UK Orders
You can return your item using one of the following methods:

  • Request a return label (cost deducted from your refund).
  • Or, Arrange your own return shipment.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us immediately at store@old.co.uk. We’ll work quickly to resolve the issue.

Non-Returnable Items

The following items cannot be returned:

  • Underwear
  • Socks
  • Fragrances
  • Gift Cards

If unsure whether your item is eligible for return, please contact us before proceeding.

Exchanges

To exchange an item:

  1. Return the original item following the process above.
  2. Place a new order for the replacement item once your return is approved.

Refunds

Once we receive and inspect your return, we’ll notify you of the approval status.
If approved:

  • A refund will be issued to your original payment method within 10 business days.
  • Return shipping costs (if applicable) will be deducted from the refund. Or be charged separately by arrangement.
  • Original shipping charges are non-refundable.
  • Taxes & Duties (DDP) are non refundable please refer to Taxes & Duties – Non-UK Orders (DDP Non-Refundable)
  • Taxes & Duties (DAP) are your responsiblity please refer to Taxes & Duties – Non-UK Orders (DAP Non-Refundable)

If you haven’t received your refund after 15 business days, contact us at store@old.co.uk.

Taxes & Duties – Non-UK Orders (DDP Non-Refundable) 

For international orders using the shipping method “Standard DHL (DDP – Taxes & Duties Paid)”:

  • UK VAT is automatically deducted at checkout when a non-UK shipping address is entered.

  • Local customs taxes and duties are calculated, displayed, and collected during checkout for full transparency.

  • These charges are paid directly to your local customs authority on your behalf. In most cases, they are non-refundable. While we will always do our best to assist in recovering these fees, we cannot guarantee success and cannot accept responsibility if your local authority declines.

  • Taxes, duties, and VAT are therefore considered non-refundable.

  • Please refer to Order Cancellation Policy 

Taxes & Duties – Non-UK Orders (DAP Non-Refundable)

For international orders using the shipping method “DHL International (DAP – Duties & Taxes Unpaid)”:

  • UK VAT is automatically deducted at checkout when a non-UK shipping address is entered.

  • You are fully responsible for any customs duties, taxes, or brokerage fees charged by your local customs authority. These fees must be paid directly by you before delivery can be completed.

  • If you return goods and wish to recover these fees, you may contact your local customs agency. Please note that we cannot guarantee their refund and are not responsible for the outcome. 

  • Please refer to Order Cancellation Policy 

Order Cancellation Policy

You may cancel your order before it has been collected by our shipping partner by contacting us promptly:

If your order has already shipped, you are responsible for:

  • Local VAT
  • Import duties
  • Service or customs handling fees
  • Return shipping costs

If these charges are redirected to Robert Old, we reserve the right to deduct them from your final refund.

We enforce this policy to maintain fairness and transparency for all customers.