RETURNS & REFUNDS
We hope you love your purchase. If your order isn't quite right, we're here to help.
To initiate a return, please email info@10th-floor.com and include the following details:
• Your full name
• Your order number
• The reason for your return
Our Customer Care team will review your request and respond with the next steps.
Please select your shipping region below to view the returns and refund policy applicable to your order.
Returns
• Returns can be requested within 14 days of delivery.
• Items must be unworn, unused, and returned in their original condition with all tags attached and the original packaging included.
• Please complete the returns form included with your order and include it with your return.
Return Shipping
• We offer a convenient Royal Mail prepaid return label for £5.95, which will be deducted from your refund.
• Alternatively, you may return your order using your own tracked delivery service.
• Return shipping costs are the responsibility of the customer.
Exchanges
• We offer free UK exchanges on full priced items.
• If you would like a different size, colour or style, please contact us at info@10th-floor.com and we'll be happy to help arrange your exchange.
Refunds
• Once your return has been received and inspected, we'll notify you by email.
• Approved refunds will be processed to your original payment method within 10 business days.
• Original delivery charges are non-refundable unless required by law.
Returns
• Returns may be requested within 28 days of delivery.
• Items must be unworn, unused, and returned in their original condition with all tags attached and the original packaging included.
• Please complete the returns form included with your order and include it with your return.
Return Shipping
• We offer a convenient prepaid DHL Express return label for $30 USD, which will be deducted from your refund.
• Alternatively, you may arrange your own tracked return shipment.
• All US import duties and tariffs are included in your purchase price. No additional charges are payable on delivery.
Exchanges
• We do not offer direct exchanges.
• If you would like a different size, colour, or style, we recommend placing a new order and returning your original purchase for a refund.
• If you purchase a replacement item, we will cover the shipping cost of sending your new order.
Refunds
• Once your return has been received and inspected, we'll notify you by email.
• Approved refunds will be processed to your original payment method within 10 business days.
• If you use our prepaid DHL Express return label, the $30 USD return label fee will be deducted from your refund.
• Original delivery charges are non-refundable.
Returns
• Returns may be requested within 28 days of delivery.
• Items must be unworn, unused, and returned in their original condition with all tags attached and the original packaging included.
• Please complete the returns form included with your order and include it with your return.
Return Shipping
• Prepaid return labels are available on request. Charges vary depending on your country.
• Alternatively, you may arrange your own tracked return shipment.
• Duties and taxes are included where applicable.
Exchanges
• We do not offer direct exchanges.
• If you would like a different size, colour, or style, we recommend placing a new order and returning your original purchase for a refund.
• If you purchase a replacement item, we will cover the shipping cost of sending your new order.
Refunds
• Once your return has been received and inspected, we'll notify you by email.
• Approved refunds will be processed to your original payment method within 10 business days.
• Original delivery charges are non-refundable.
Your Consumer Rights
• For customers within the European Union, your statutory consumer rights, including your right to cancel within the applicable cooling-off period, remain unaffected.
Returns
• Returns may be requested within 28 days of delivery.
• Items must be unworn, unused, and returned in their original condition with all tags attached and the original packaging included.
• Please complete the returns form included with your order and include it with your return.
Return Shipping
• Please contact Customer Care before returning your order.
• Customers may arrange their own tracked return or request a prepaid return label where available.
• Return shipping costs are the responsibility of the customer.
Exchanges
• We do not offer direct exchanges.
• If you would like a different size, colour, or style, we recommend placing a new order and returning your original purchase for a refund.
• If you purchase a replacement item, we will cover the shipping cost of sending your new order.
Refunds
• Once your return has been received and inspected, we'll notify you by email.
• Approved refunds will be processed to your original payment method within 10 business days.
• Original delivery charges are non-refundable.