Shipping & Returns

We aim to dispatch in-stock RTW and Atelier Collection orders within 2 to 4 working days after payment authorisation and completion of any necessary order checks. Working days are Monday to Friday, excluding public holidays in England. Dispatch means handing your parcel to the carrier; it is not the date it will arrive.

We use DHL for deliveries and require a signature. Destination-specific delivery estimates and available charges will be provided before you order. We do not promise delivery for an event unless we have expressly agreed the required date. Please tell us before ordering if a particular arrival date is essential.

We offer international delivery where the destination, product and service are supported and lawful. Available destinations are confirmed at checkout or before acceptance of a direct order. Certain products or destinations may be subject to carrier or legal restrictions.

Standard RTW delivery is complimentary for qualifying orders during the launch promotion from 19th September 2026 to 19th October 2026 subject to the destinations and conditions stated with the offer. Outside that promotion, RTW delivery charges are calculated by shipment weight and destination and disclosed before purchase. Standard delivery is complimentary for Atelier Collection orders. Bespoke delivery arrangements are confirmed in the individual quotation.

We insure outbound shipments until delivery. Where we arrange the carrier, risk of loss or damage passes when you, or a person you nominate other than the carrier, physically receives the goods. A signature helps establish receipt but does not remove your rights if a parcel is misdelivered. You
own the goods once we have received full payment.

If a parcel is lost, damaged or delayed, please contact us so that we can investigate with DHL. We remain your point of contact. We will notify you of significant delays and take reasonable steps to limit their impact. Your legal rights to cancel for non-delivery or a missed essential deadline remain
unaffected. Unless a different delivery period is agreed, goods will be delivered without undue delay and within the applicable statutory period, normally 30 days.

Before an international order is placed, we will explain whether import duties, local taxes and clearance charges are included, collected at checkout or payable separately by you. Where a charge cannot reasonably be calculated in advance, we will explain the relevant obligation and calculation information available to us. We will not ask you to pay the same tax or duty twice.

Please provide accurate delivery and contact details and respond to reasonable delivery or clearance requests. If delivery fails because of an incorrect address you supplied, non-collection or refusal to pay import charges properly disclosed before purchase, we will contact you to resolve the issue. Any proposed charge for an address correction or redelivery will be limited to reasonable additional costs actually incurred, explained to you and agreed before redelivery. No such charge applies to an error by us or our appointed carrier.

Refusal of a parcel does not automatically result in forfeiture of the purchase price. Please tell us clearly if you wish to cancel. Any cancellation, return costs and refund will be assessed under these terms and your statutory rights; we will not automatically deduct all outward, return and customs charges.

Please arrange collection at least one working day in advance and wait for confirmation that your order is ready. Bring your order confirmation and valid identification. If another person collects for you, please authorise them in writing beforehand; they should bring their identification and the order confirmation. We may carry out reasonable checks before releasing a high-value order.

Selecting collection does not change a distance purchase into an in-person purchase or remove an applicable cancellation right. A purchase actually concluded in person at our studio does not
normally carry a statutory change-of-mind right. We do not offer an additional change-of-mind return or exchange for such purchases unless agreed in writing. Rights relating to faulty or misdescribed goods remain unaffected.

For an eligible consumer distance purchase of RTW or an unpersonalised Atelier Collection garment, you may cancel without giving a reason. The cancellation period ends 14 days after the day you, or your nominated recipient, receives the goods. For a single order delivered separately, it
normally ends 14 days after receipt of the last item. Where the law extends a deadline falling on a weekend or public holiday, that extension applies.

To cancel, send a clear statement to Customer Services using the contact details in section 1 of the Terms and Conditions. Please include your name and order number so we can identify your purchase. You may use the cancellation form at the end of these terms, but it is not compulsory. We may ask why you are returning a garment, but you do not have to provide a reason to exercise a statutory cancellation right.

Please contact us for return instructions and, where requested, a DHL label. An authorisation number or label helps us administer a return but is not a condition of a valid statutory cancellation.

We do not offer an additional change-of-mind return period beyond your legal entitlement unless we expressly agree otherwise. We do not offer ordinary exchanges. If you want another size or style, please return the original item under the applicable policy and place a new order, subject to availability. This does not restrict a legal entitlement to replacement of faulty goods.

Unless we have agreed to collect the goods, send them back without undue delay and no later than 14 days after the day you notify us of cancellation. Return them to Richard Joseph Quinn LTD, 20 Station Passage, London SE15 2JR, United Kingdom. Include your name and order number. Keep proof of dispatch.

For an ordinary change-of-mind return, you bear the direct return shipping cost. If you choose our DHL label or collection service, we will quote the actual charge in advance and obtain your agreement before arranging the service or deducting the agreed cost from your refund. Collection depends on availability in your location; you may need to use an authorised drop-off point. You may instead arrange a suitable return service yourself.

Please pack the garment securely, using its original protective packaging where possible. A tracked service and suitable insurance are recommended for high-value items. For international returns, follow accurate customs instructions to identify the parcel as returned goods; never under-declare its value. Contact us if assistance is needed. Return-cost obligations do not remove our responsibility where goods are faulty, misdescribed or incorrectly supplied.

You may carefully try on and inspect a garment as you reasonably would in a shop. Please keep all labels and any anti-wardrobing ribbon attached while deciding, and take care to avoid perfume, make-up, deodorant marks, staining, snagging or damage. Do not wear the garment to an event, wash, dry-clean or alter it if you intend to make an ordinary change-of-mind return.

Please return supplied accessories, garment bags and protective packaging. Opening packaging or taking reasonable steps to try on a garment does not itself remove a statutory cancellation right. Missing packaging, a detached tag or a removed ribbon will not automatically invalidate every return.

We inspect returned goods. Where handling beyond what is necessary to establish their nature, characteristics and functioning has reduced their value, we may make a proportionate deduction reflecting that actual reduction, where the law permits. This can include evidence of event wear,
stains, unauthorised alterations or damage. We will explain the basis of any deduction and provide relevant evidence. We do not impose a standard penalty or restocking percentage.

Refunds are made without undue delay using the original payment method and transaction currency, unless you expressly agree otherwise. No fee is charged for making a refund. Your bank or payment provider may take additional time to show a processed refund in your account.

For statutory change-of-mind cancellations where you send the goods back, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever is earlier. We will refund no later than 14 days after that earlier event. If we have offered to collect the goods, we will refund no later than 14 days after we are informed of cancellation. Inspection does not restart or extend these deadlines.

For an eligible whole-order cancellation, we refund the purchase price and any standard outward delivery charge you paid, subject to permitted deductions for diminished value. If you selected a more expensive delivery option, we need refund only the cost of our least expensive standard option. For a partial return, any delivery refund will reflect your legal entitlement and the delivery charge attributable to the cancelled items.

If outward delivery was complimentary, we will not retrospectively charge for that delivery because you cancel. Any separately agreed return-label cost may be deducted with your agreement, provided this does not reduce a refund to which you are legally entitled. Where we must bear the return cost, no such deduction applies.

Goods must be of satisfactory quality, fit for a purpose made known to and accepted by us, and as described. Contact Customer Services promptly if an item is faulty, damaged on arrival or incorrect. Order details, photographs and a description help us investigate; an inability to provide photographs does not itself remove your rights.

Applicable remedies may include rejection and refund, repair, replacement or a price reduction. Under UK consumer law, a short-term right to reject faulty goods normally applies for 30 days, subject to the statutory rules. Later rights may also apply. We bear reasonable return costs where required by law. A statutory rejection refund is made without undue delay and within 14 days of our agreeing that you are entitled to it. Ordinary return windows and ribbon requirements do not override these rights.

Our garments are dry-clean only. Follow the individual care label and any additional care instructions supplied with the garment. We do not offer routine RTW alterations or an additional ongoing repair service. This does not exclude remedies for a fault or failure to meet our legal obligations.

Damage caused by misuse, failure to follow appropriate care instructions or an independent alteration is not automatically a manufacturing defect. We assess the circumstances of each complaint. A third-party alteration does not remove rights relating to an unrelated original fault.

We take reasonable care to describe products and display their colours accurately. Screens may reproduce colours differently. This statement does not permit us to supply a materially different product or exclude responsibility for an inaccurate description.