Delivery & Returns

THE HOUR is proud to ship its luxury plus size ready-to-wear globally. Find your region below for more details on shipping and returns.

Delivery

Pre-orders

Our pre-order products are made in limited quantities. To reserve the item for you, we charge your card upfront to avoid any future interruptions related to card expiration or replacement. Your item will ship within a few days of the date indicated on the individual product page.

Please note that when purchasing a pre-order piece, any items from our current collection in your Shopping Bag won’t be shipped until the pre-order is ready to be sent. If you’d prefer to receive any current pieces sooner, we’d suggest placing a separate order. If you have any queries about the delivery window for a specific product, please contact us for assistance.

 

United Kingdom 

Within the UK, we offer free delivery on total order values above £250 and a shipping window of 5-7 business days. 

For orders under £250, we offer a flat delivery rate of £7 (5-7 Business days).

Delivery within 2-3 Business days - £10.

Within 1-2 Business Day UK Delivery £12 for orders placed before 12pm Monday to Friday. Orders placed before 12pm Monday to Friday will be delivered next 1-2 business days. Orders placed after 12pm on Friday will be delivered on Tuesday.

Same Day Courier Delivery £25. This is available for local shipments only in London. We need to receive your order by 12pm to guarantee a same day delivery Monday to Sunday. 

International Shipping

We ship worldwide.

For all international orders to countries outside the UK, we’ll deliver your items by DHL Express. Your shipping will be calculated at checkout based on the country you are ordering from. The exact available shipping options for your country will be presented during checkout.

For applicable countries, duties & taxes will be automatically calculated and displayed during checkout. Depending on the country, you will have the option to choose DDP (Delivery Duty Paid) or DDU (Delivery Duty Unpaid).

Please note that if DDU is selected, you will be responsible for paying the required duties & taxes upon delivery and the shipping carrier may not release the package without payment for duties & taxes. 

Returns

All purchases may be returned within 14 days of purchase. Items must be unworn, unwashed, and undamaged with all original tags attached.

United Kingdom

Please fill out the Returns Form included with your order and send us an email at orders@thehourlondon.com with your full name and reason for return. We will issue a returns label and organise for our couriers to collect the parcel from your original delivery address. Your refund amount will reflect the deducted return shipping cost of £10.

Alternatively, use the courier service of your choice to return your item(s) within 14 days of purchase to our address:

THE HOUR Ltd
71 Townmead Road
London
SW6 2ST
United Kingdom

+447359129319

Once your return has arrived, please allow 2-3 business days for your refund to be processed.

US, Europe, & Rest of the World

In order to return an international order, please use our Returns Portal. You will need your order number, which can be found at the top of your Order Confirmation email.

Please repack the item(s), including the invoice/returns form inside and return your item(s) within 14 days of purchase.

We advise not to combine multiple parcels in one return package as this can affect the return process - each return will need to be logged on the portal as individual orders.

Once your items have arrived, please allow 2-3 days for your refund to be processed. We’ll send you an email once the refund is on its way. Your refund amount will reflect the deducted return shipping cost.

Please note that refunds will be made to the original method of payment. Refunds are made to the credit card used for the original purchase or PayPal.

*Please note that for international returns any reverse duties & taxes are the responsibility of the customer. 

 

Gift cards are exempt from being returned.

There are certain situations where only partial refunds are granted: only unused item in its original condition are accepted for a full refund. Any used items are not accepted for the refund.

What if items are returned more than 14 days after delivery?

If the items is returned outside the 14 days policy, you will be given a voucher for the value of the return item(s). This voucher has no expiration date and can be redeemed on thehourlondon.com against another purchase. No returns will be accepted after 45 days. 

 

Exchanges

Need a different size or prefer a different colour of the same style? For an exchange, please return the item(s) within 14 days of purchase as instructed above and choose the exchange option. Include your invoice with the return explaining which size or colour you would like in exchange. If the item is available, we will ship it to you free of charge once we process your return.

Something Wrong?

Each of our items are fully quality-checked and controlled before being dispatched. If you receive an item that is somehow flawed, please contact our Customer Care at orders@thehourlondon.com team immediately. Should you deem your item faulty outside of the 14-day return period, please contact our Customer Care team as we may be able to arrange a repair or an exchange. Refunds for items deemed faulty are issued at the discretion of our quality assurance team. Please note that faulty items must be reported to our Customer Care team prior to return.