At Radleys Hub, we craft our returns policy with the same precision as our premium timepieces and jewellery collections. Should your purchase not meet our exacting standards of excellence, we offer a seamless returns process to ensure your complete satisfaction.

Our Returns Commitment

We accept returns of unworn, undamaged merchandise in its original packaging within 15 days of delivery. Please note our ceramic and PVD-plated collections must show no signs of wear or handling, as these premium materials require special care in our Carlisle workshop.

Important: For hygiene reasons, our leather-strapped collections cannot be returned if the original packaging has been opened or the product has been tried on.

Returns Process

  1. Initiate Your Return: Email our customer service team at [email protected] with your order number and reason for return within 15 days of receiving your item.
  2. Await Authorization: Our team will respond within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number.
  3. Package Securely: Include all original packaging, documentation, and the RMA number clearly marked on the exterior of your parcel.
  4. Ship Your Return: Send your return to:

    Radleys Hub Returns
    57 Scotch St
    Carlisle, GB CA5Y 2SH
    United Kingdom

Exchanges

We’re pleased to offer exchanges for items of equal value from our stainless steel or two-tone collections. Please follow the standard returns process indicating your desire for an exchange and your preferred alternative item.

Refund Processing

Upon receipt and inspection of your returned item (typically within 5 business days):

  • Refunds will be processed to your original payment method
  • Credit card/PayPal refunds appear within 3-5 business days after processing
  • Original shipping fees are non-refundable
  • Return shipping costs are the customer’s responsibility

Return Request Template

To expedite your return, please use the following template when contacting us:

Subject: Return Request – Order #[Your Order Number] Dear Radleys Hub Customer Service, I would like to request a return for the following item from my order #[Your Order Number]: Product Name: [Product Name] Collection: [Ceramic/Leather/PVD Plated/Stainless Steel/Two Tone] Reason for Return: [Please specify] Please advise regarding next steps for my return authorization. Best regards, [Your Full Name] [Your Contact Information]

Damaged or Incorrect Items

If you receive a damaged item or incorrect product from our collections, please contact us immediately at [email protected] with photographs of the issue. We will arrange for expedited replacement at no additional cost to you.

Note: Customised items from our premium collections cannot be returned unless faulty. International returns may be subject to customs fees which are non-refundable.

For any questions regarding our returns policy, please contact our Carlisle-based customer service team who will be pleased to assist you with the same attention to detail we apply to our watchmaking craft.