Refund policy
Return & Refund Policy
Last updated: June 2026
At Northvale London, we want you to be happy with your purchase. If you are not fully satisfied, you may request a return within 30 days after receiving your order.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.
To start a return, please contact us at:
If your return is accepted, we will send you return instructions and tell you how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at:
Damages and issues
Please inspect your order as soon as you receive it.
If your item is defective, damaged, or if you receive the wrong item, please contact us immediately at support@northvalelondon.com so we can evaluate the issue and make it right.
If the item is confirmed to be faulty, damaged, incorrect, or not as described, we will offer a suitable solution, which may include a replacement, repair, or refund in accordance with applicable consumer law.
Change of mind returns
If you simply change your mind, you may request a return within 30 days after receiving your order, provided the item is unworn, unused, with tags, and in its original packaging.
For change of mind returns, customers are responsible for the cost of return shipping, unless the item is faulty, damaged, incorrect, or not as described.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as:
Custom or personalised products
Gift cards
Items that cannot be returned for hygiene reasons once opened or used, where applicable
Please contact us if you have questions or concerns about your specific item.
Sale items are eligible for return where required by law and under our standard return policy, provided they meet the return conditions above.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once your return is accepted, you can place a separate order for the new item.
United Kingdom 14-day cancellation right
If your order is shipped to the United Kingdom, you have the legal right to cancel your order within 14 days after receiving your item, without giving a reason.
After notifying us that you wish to cancel, you have another 14 days to return the item.
Your item must be in the same condition that you received it, unworn, unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.
We will refund you within 14 days after receiving the returned item, using your original payment method. If you paid for standard delivery, the standard delivery cost will also be refunded where required by law. If you selected a more expensive delivery method, only the standard delivery cost may be refunded.
European Union 14-day cooling-off period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days after delivery, for any reason and without justification.
As above, your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.
For EU change of mind returns, customers are responsible for return postage unless we agree to pay it or the item is faulty, damaged, incorrect, or not as described.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.
If approved, you will be automatically refunded to your original payment method.
Refunds are usually processed within 10 business days after approval, but your bank or credit card provider may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at:
Contact Information
Store name: Northvale London
Company name: DL ECO GROUP, LLC
Company address:
7345 W Sand Lake Rd
Ste 210, Office 9702
Orlando, FL 32819
United States
Returns / Warehouse Address:
The London Office
5th & 6th Floors
167-169 Great Portland St
London W1W 5PF
United Kingdom
Company Registration No.: 2023-001343385
Phone: +44 20 3996 0991
Email: support@northvalelondon.com
Customer Support Hours:
Monday to Friday | 09:00 – 17:00 UK time
Weekends | 11:00 – 16:00 UK time
We aim to respond to all customer inquiries within 24 hours.