Refund policy
Returns & Refund Policy
Envoy London
Operated by Hameedia Stores (Pvt) Ltd
Last Updated: 2026
1. Returns
We want you to be satisfied with your purchase. If you are not completely satisfied with your Ready Made product, You may request a return within 30 days from the date your order is delivered, subject to the conditions set out in this Policy.
To be eligible for a return:
- The item must be unused, unworn, unwashed, and in its original condition.
- All original tags, labels and packaging must be intact.
- The item must not show any signs of wear, damage, alteration, or misuse.
- A valid proof of purchase or order confirmation must be provided.
Items that do not meet the above conditions may not be accepted for return.
If you are returning an item for reasons other than a manufacturing defect, damaged item, or incorrect product supplied, you will be responsible for the return shipping costs.
Original shipping charges are non-refundable unless the return is due to our error.
2. Made-to-Measure (MTM) Orders
Made-to-Measure garments are individually produced according to your selected fabric, measurements, design preferences and customization options.
As each garment is custom-made specifically for you, Made-to-Measure products cannot be returned, refunded or exchanged, except in the following circumstances:
- The garment has a verified manufacturing defect.
- The garment received does not match the confirmed order specifications.
- The incorrect item has been supplied by Envoy London.
Returns or refunds will not be accepted for:
- Incorrect measurements submitted by the customer.
- Change of mind.
- Preference changes after production has commenced.
- Fabric, colour or texture variations that occur due to screen display differences.
- Normal variations associated with handcrafted tailoring.
Customers are responsible for reviewing and confirming all measurements and customization selections before placing an MTM order.
3. How to Request a Return
To request a return, please contact our Customer Support team within the applicable return period.
Please provide:
- Order number
- Customer name
- Reason for return
- Photographs (if the item is damaged, defective or incorrect)
Our team will review your request and provide return instructions if your return is approved.
Items returned without prior authorization may not be accepted.
Return Address:
Envoy London
Operated by Hameedia Stores (Pvt) Ltd
9 Dharmashrama Mawatha
Rathmalana 10390
Sri Lanka
Email: manager.ecom@hameedia.com
WhatsApp: +94 77 547 5074
4. Damaged, Defective or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive:
- A damaged item
- A defective product
- An incorrect item
- An incomplete order
please contact us within 7 days of receiving your order.
Where appropriate, we may request photographs or additional information to assess the issue.
Once the issue has been verified, Envoy London may, at its discretion:
- Replace the item
- Repair the item (for MTM garments where appropriate)
- Issue a full or partial refund
- Offer store credit
- Provide another suitable resolution
5. Non-Returnable Items
The following items cannot be returned or exchanged unless they are defective or supplied incorrectly:
- Made-to-Measure garments
- Customized or personalized products
- Altered garments
- Gift cards
- Sale or clearance items marked as Final Sale
- Products that have been worn, washed or damaged after delivery
- Items returned without original tags or packaging
- Products showing signs of misuse
6. Exchanges
Ready Made Products
If you wish to exchange a Ready Made item for another size, colour or style, please contact our Customer Support team.
Exchanges are subject to:
- Stock availability
- Product condition
- Approval of the returned item
If the requested replacement item is unavailable, we may offer:
- Store credit
- Refund (where applicable)
- An alternative product
Made-to-Measure Products
As each garment is individually manufactured, exchanges are generally not available.
However, where a verified manufacturing issue exists, Envoy London may offer alterations, repairs or another appropriate solution at its discretion.
7. Alterations for MTM Garments
Where appropriate, Envoy London may offer minor alterations for Made-to-Measure garments if the fit issue is determined to be the result of our manufacturing process.
Alteration requests are assessed individually and are subject to approval.
Alterations will not be offered where incorrect customer-provided measurements have resulted in the fit issue.
8. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your return request.
If your refund is approved:
- Refunds will be issued to the original payment method used for the purchase.
- Refunds will be processed in United States Dollars (USD) where applicable.
- Refunds are generally processed within 10 business days after approval.
Please note that banks, credit card providers or payment processors may require additional time to complete the refund transaction.
If more than 15 business days have passed since your refund was approved, please contact our Customer Support team.
9. International Orders
For international orders:
- Customers are responsible for return shipping costs unless the return is due to our error.
- Customs duties, import taxes, VAT, GST and clearance fees paid to local authorities are generally non-refundable.
- Customers are responsible for ensuring returned items comply with the import and export requirements of the destination and origin countries.
Envoy London is not responsible for parcels delayed, lost or damaged while being returned by the customer.
10. Order Cancellation
Ready Made Products
Orders may be cancelled before they have been processed for dispatch.
Once an order has been dispatched, it cannot be cancelled and must follow the Returns & Refund Policy.
Made-to-Measure Products
MTM orders may be cancelled only before production has commenced.
Once production has started, cancellation requests cannot be accepted, as materials and labour have already been allocated to your custom garment.
11. Contact Us
If you have any questions regarding returns, refunds or exchanges, please contact:
Envoy London
Operated by Hameedia Stores (Pvt) Ltd
9 Dharmashrama Mawatha
Rathmalana 10390
Sri Lanka
Email: manager.ecom@hameedia.com
Website: envoylondon.com
WhatsApp / Customer Support: +94 77 547 5074