Can I place an order without creating an account?

Yes, it is possible to check out as a guest. However, if you do decide to create an account, you get the opportunity to save shipping and billing addresses in the address book for fast checkout, you will be able to view your order history and you can find tracking numbers for current orders. By creating your account with us, you will also receive our regular newsletters including promotions.

Can I change or cancel my order once it has been confirmed?

Unfortunately, we are currently unable to change or cancel your order once it is confirmed, so please ensure you are happy with your order before you pay.

When will my order be shipped?

If placed before 1pm, we will ship same day for a next day delivery. Otherwise, we will ship next day.

How much do you charge for delivery?

We offer free shipping on all our products! However, returns are at your cost so we offer a returns procedure in our returns section.

I received my order but it is faulty/unsuitable, how can I get a refund/exchange?

Concrete-London.com accepts returns received within 30 days from date of receipt on items that are unused, unworn and have their original packaging and tags attached. Please allow 7 business days for shipping transit time. Please ensure you tick the correct box for ‘reason for return’. To complete your return, we also require a receipt or proof of purchase.

 

CAN I EXCHANGE ITEMS?

We only replace items if they are defective or damaged. If you need to exchange it for the same item in a different size, send us an email at returns@concrete-london.com and send your item to: Concrete-London ltd, 36 Roxwell Road, London, W12 9QF, UK using the returns procedure mentioned

HOW DO I RETURN AN ITEM?

Concrete-london.com accepts returns received within 30 days from date of receipt on items that are unused, unworn and have their original packaging and tags attached. Please allow 7 business days for shipping transit time.  Please ensure you tick the correct box for ‘reason for return’. 

HAVE YOU RECEIVED MY RETURN?

As soon as your return has reached our offices, we will send you an email. If it has been more than 10 days since you sent it back and you still have not heard from us, please contact returns@concrete-london.com and we will try and resolve the issue.

WHEN WILL I RECEIVE MY REFUND?

When your return has been received, we will process it as soon as possible and within 2 business days. When processing is complete and the refund has been issued, it may take up to 10 business days before the amount is in your account, depending on your bank or credit card issuer. We will issue the refund in the same form of payment originally used for the purchase unless you have explicitly agreed on something else.

HOW WILL I KNOW MY SIZE?

We have created a size table for each garment.  We measure the garment itself so you can see how it will look against your body. We focus on the length, width and sleeve measurements but if you require any more specific measurements, please email sales@concrete-london.com

WHAT ARE THE WASHING INSTRUCTIONS?

All our merino wool is machine washable at 30 degrees.  It is best to wash separately, or in a fabric bag and lay flat when drying due to its ultrafine merino qualities. 

WHICH PAYMENT METHODS DO YOU OFFER?

We accept the following means of payment:

  • Apple Pay
  • Mastercard
  • VISA
  • Maestro
  • American Express
  • Google Pay
  • Paypal
  • Klarna

WHAT CURRENCIES CAN I PAY IN?

Currently we are not going to be able to ship to EU yet but can to UK, US most importantly.  Can we discuss how we set up the countries?

WHICH COUNTRIES DO YOU SHIP TO?

Unfortunately, we cannot ship to the EU yet but we can ship anywhere else.as above

RETURNS

Concrete-london.com accepts returns received within 30 days from date of receipt on items that are unused, unworn and have their original packaging and tags attached. Please allow 7 business days for shipping transit time.  Please ensure you tick the correct box for ‘reason for return’.

All postage returns are paid by yourself so we will deduct this from the credit owed.

To complete your return, we also require a receipt or proof of purchase.

Return by Post

Complete the returns note and enclose it with your product(s). Attach the returns label to the outside of your parcel. Ensure the product(s) is in a securely wrapped parcel. Take the parcel (with the enclosed returns note) to a Post Office. To find your nearest Post Office go to https://www.royalmail.com/delivery-and-collection-office-finder/ 

If you choose not to send the return using our label, Concrete-London will not be responsible for additional delivery costs incurred. For returns not sent using our label please send to:

Concrete-london Returns,
36 Roxwell Road,
London, 
W12 9QF
UK 

It is your responsibility to keep all return receipts to enable a precise proof of the sending date.

How do you issue refunds?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 48 hours.

If you haven’t received a refund within 48 hours of approved email, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at returns@concrete-london.com.

Do you accept refunds on sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.