Last updated: 20th January 2026

Return address: 

Kattleya Limited T/A CLAUDEX
58 Leafields
Houghton Regis
LU5 5LX

The 14-Day Return Policy

Satisfaction is a priority at Claudex. For standard items, a 14-day return period is offered, beginning from the day the order is received. Please note that Claudex does not offer direct exchanges. For a different size or item, a new order should be placed, and the original item returned for a refund.

Important: Bespoke & Made-to-Measure Items

Due to their personalized nature, Made-to-Measure cot bumpers and custom-length braids do not qualify for return, exchange, or cancellation. These pieces are crafted specifically to individual specifications and cannot be resold.

However, customer satisfaction remains paramount. In the event of a concern regarding a bespoke order, please reach out to hello@claudex.co.uk. Every effort will be made to find a suitable solution or offer guidance.

How to Return Standard Items

To ensure a smooth refund process, please follow these steps:

  1. Condition Check: Items must be unused, unwashed, and in their original condition with all labels and tags intact. Any item that does not meet these requirements will be returned to the sender.

  2. Packaging: Goods must be packed securely in a bag or box. Use of the original packaging is encouraged; otherwise, please recycle appropriate materials.

  3. Documentation: A return form is not required. However, please ensure the order number is clearly identifiable within or on the package.

  4. Shipping: Return the parcel via a chosen courier or postal service to the address listed above. Return postage costs are the responsibility of the customer. It is strongly recommended to obtain proof of postage, as the parcel remains the customer’s responsibility until it reaches the studio.

Refund Process & Timelines

  • Full-Priced & Sale Items: Both full-priced and sale items (excluding bespoke orders) can be returned within the 14-day window for a refund of the purchase price.

  • Non-Refundable Fees: Please note that original delivery fees are non-refundable.

  • Processing Time: Returns are processed as swiftly as possible. While typically faster, please allow up to 14 daysduring busy periods for the return to be officially processed.

  • Payment: Once approved, a credit will automatically be applied to the original payment method. This usually appears in the account within 3–5 working days after the return has been processed.

Damaged or Faulty Items

If an item is believed to be faulty, please contact hello@claudex.co.uk immediately. Each case is handled with care to ensure a high-quality experience.

Orders Returned to Sender

In the event a shipment is unable to be delivered and is returned to the studio by the courier, a notification will be sent via email and a refund for the items will be issued. Unfortunately, orders returned to sender cannot be re-shipped; a new order must be placed if the items are still required.

Terms of Service: Bespoke & Custom Orders

1. Personalisation and Specifications As Claudex specializes in Bespoke Made-to-Measure products, each order is manufactured to the specific lengths, weave styles, and color combinations requested by the customer. It is the responsibility of the customer to ensure that all measurements and specifications provided at the time of order are accurate.

2. Exclusion of Right to Cancel In accordance with UK Consumer Contracts Regulations, the statutory right to cancel an order or return goods within 14 days does not apply to items that are made to the consumer’s specifications or are clearly personalized. Once a bespoke order has entered the production phase, cancellations cannot be accepted.

3. Quality Assurance and Minor Variations Each item is handcrafted, which may result in slight artisanal variations in weave tension or texture. These are not considered defects but are hallmarks of a bespoke, handmade product. While every effort is made to ensure color accuracy on-screen, slight variations may occur due to digital display settings and fabric dye lots.

4. Acceptance of Terms By completing a purchase of a Made-to-Measure item, the customer acknowledges and accepts that these goods are exempt from standard return and cancellation policies. In the rare event of a manufacturing fault or an error in the measurements provided by the studio, Claudex will rectify the issue as a priority—please contact hello@claudex.co.uk within 5 days of receipt.