Frequently asked questions
What is the return policy?
Our aim is for every customer to be entirely satisfied with their purchase. Please note, however, that handmade items are excluded from our refund and return policy. We offer complimentary alterations and repairs; please do not hesitate to contact us via email.
Should you require an exchange, kindly return the original order through our returns platform first. Upon receipt of your return, we shall promptly process and dispatch your replacement item.
Items purchased via personalitemlondon.com may be returned within 7 days, provided they remain unworn, in their original condition, and with all tags intact. Please note that bespoke items, special editions, personalised goods, pop-up store purchases, and final sale items are non-returnable and non-exchangeable.
Processing your refund or exchange may take up to 3 working days from the date we receive your returned item. We will notify you once your refund has been issued or your replacement item dispatched.
If you have any concerns, please inform us. We will endeavour to resolve the matter to your satisfaction.
Are any purchases final sale?
Items participating in final clearance, seasonal promotions, end-of-season sales, or similar discount campaigns are excluded from all price difference guarantees. Goods subject to final clearance cannot be returned or exchanged. Such items will be clearly marked prior to purchase.
Discounted merchandise is of identical quality to full-price items. Sample discounts will be specially indicated.
When will I get my order?
Typically, we dispatch UK domestic parcels via Royal Mail and international parcels via DHL. We aim to ship your order within 2-3 working days of receipt. Should you require alternative courier services, please contact us promptly.
Once your order has been dispatched, you will receive an email containing full tracking details.
Within the UK, parcels generally arrive within 3-5 working days, though delivery times may vary depending on your location.
Where are your products manufactured?
Personal Item: Committed to environmental sustainability and creative sustainability.
We guarantee our products are handcrafted in London using carefully selected natural materials. We meticulously choose both materials and manufacturing partners to ensure exceptional product quality aligned with sustainable business practices and development.
With a heart for nature and humanity, proceeds from specific items will be directed towards charitable organisations.
Let us join hands to safeguard a beautiful and sustainable future for fashion.
How much does shipping cost?
Delivery charges are calculated based on your location and the items in your order. Tax is included for certain regions.
Free shipping on orders of £280 or more.
You will always be informed of the delivery charge before completing your purchase.