Refund policy

Last updated: 17 October 2026

At Padem, we want you to feel confident when shopping for women's clothing through our online store. We understand that choosing clothing online can sometimes be challenging, and an item may not meet your expectations once it arrives.

This Refund and Returns Policy explains how to request a return, which conditions apply, how refunds are processed, and what to expect when contacting our customer service team.

Our policy provides a 30-day return period and free returns under the conditions described below. Nothing in this policy limits any statutory rights you have under applicable UK consumer protection law.

1. 30-Day Return Period

You may request a return within 30 days of receiving your order.

The 30-day period begins on the day you, or a person you have nominated other than the carrier, receives the goods. For orders delivered in separate shipments, the applicable date will be determined in accordance with the relevant consumer rights rules.

If you wish to return an item, please contact our customer service team within this period. We recommend contacting us as soon as you decide that an item is unsuitable so that we can explain the next steps.

Where statutory cancellation rights apply, you may need to notify us of your decision to cancel within the applicable legal period. We will explain the appropriate return procedure when you contact us.

2. Return Eligibility

To help us process your return efficiently, please follow these guidelines:

• Items should be returned in their original condition, with no unnecessary wear, washing, alterations, or damage.

• Where possible, retain the original packaging and product tags.

• Include the relevant order information so we can identify your purchase.

• Contact customer service before sending your parcel so that you receive the appropriate return instructions.

You may handle and inspect clothing to the extent reasonably necessary to establish its nature, characteristics, and fit, as you would in a shop. We will not automatically refuse a return merely because an item has been opened or tried on.

If an item has been used beyond what is reasonably necessary to inspect it, or has been damaged through handling beyond that permitted by law, any lawful deduction for diminished value will be assessed individually. We will not apply deductions where prohibited by law.

Items that are defective, damaged, incorrectly supplied, or not as described will be handled in accordance with applicable consumer rights. Your statutory rights will not be reduced by the condition guidelines above.

3. How to Request a Return

Please follow these steps to begin a return.

Step 1: Contact us

Email support@padem.uk with your order number, the item you wish to return, and a brief explanation of your request.

Step 2: Receive return instructions

Our customer service team will review your enquiry and explain the appropriate return procedure, including the return address and any applicable shipping arrangements.

Step 3: Prepare the item

Pack the item securely to help prevent damage during transit. Include the order number or other identification details provided by our support team.

Step 4: Send the return

Follow the instructions provided by customer service. Do not send a parcel to an unconfirmed address, as this may delay identification and processing.

Step 5: Return assessment

Once the item is received, where a physical return is required, we will assess its condition and verify the details of your request. If the item is faulty or incorrectly supplied, we will consider the appropriate remedy under applicable law.

Step 6: Refund or other resolution

We will notify you of the outcome and arrange any approved refund using the applicable payment method.

4. Return Shipping Costs

Padem offers free returns for eligible returns arranged through our customer service team.

Contact us before sending a return so that we can confirm the correct procedure and any applicable prepaid return arrangements. Do not assume that postage purchased independently will automatically be reimbursed.

Where an item is faulty, damaged, incorrect, or otherwise gives rise to a statutory remedy, we will cover the reasonable return costs where required by law.

For ordinary change-of-mind returns, we will explain the free-return arrangement when authorising your request.

5. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, materially different from its description, or different from the item you ordered, contact support@padem.uk as soon as reasonably possible.

Please provide:

• Your order number.

• A description of the issue.

• Photographs of the item or packaging, if reasonably available.

• Any other relevant details requested by our customer service team.

Photographs can help us understand the problem, but they will not be treated as an absolute requirement where they are unavailable or inappropriate.

We will review the matter and explain the available solution. Depending on the circumstances and your statutory rights, this may include a replacement, repair where appropriate, refund, or another lawful remedy.

You will not be required to pay return costs where the law requires Padem to bear them.

6. Refund Eligibility and Amount

Refunds are assessed according to the reason for the return, the condition of the item, the applicable cancellation rights, and any relevant statutory remedies.

Where a full refund is due, we will refund the applicable purchase price and any delivery charges that must legally be reimbursed.

Where the law permits a deduction for diminished value, we will assess the circumstances individually and communicate the basis of any deduction.

Promotional purchases, discount codes, and other offers will be reviewed according to the actual amount paid and the terms of the relevant promotion, subject always to your statutory rights.

We will not use this policy to exclude refunds or other remedies required by UK consumer protection law.

7. Refund Processing Time

Once a refund has been approved, Padem aims to process it within 10 days.

This is our stated processing target and does not override any shorter statutory refund deadline that applies to your circumstances.

Refunds will normally be issued to the original payment method used for the order, including PayPal where applicable. We cannot guarantee that a bank or payment provider will display the funds immediately after we initiate the refund.

Depending on the provider, it may take additional time for the transaction to appear in your account.

If your refund has been approved but is not visible after the provider's usual processing period, please contact us with your order number so that we can review the transaction.

8. PayPal Refunds

For orders paid through PayPal, approved refunds will normally be sent through the original PayPal transaction or the applicable payment-processing route.

The time required for a refund to appear may depend on PayPal, the funding source, and the relevant financial institution.

Padem cannot control the processing time of an external payment provider after a refund has been initiated. However, we will assist with reasonable enquiries about the status of the refund we issued.

9. Exchanges

If you would prefer a different size, colour, or item, contact our customer service team.

An exchange may depend on stock availability, the nature of the product, and the applicable return procedure. Where an exchange is unavailable or unsuitable, we will explain the available alternatives, which may include a refund.

You should not place a replacement order on the assumption that an exchange has been approved. Please wait for confirmation from our support team.

Your statutory rights concerning faulty or incorrectly supplied goods remain unaffected.

10. Order Cancellations

If you want to cancel an order before it has been dispatched, contact support@padem.uk as soon as possible.

We will make reasonable efforts to stop the order if fulfilment has not progressed too far. However, cancellation may not always be possible once an order has entered dispatch or has been handed to the carrier.

If the order has already been dispatched, you may be able to use the return procedure or your applicable statutory cancellation rights.

For most online purchases of clothing, UK consumers generally have a statutory right to cancel within 14 days after receiving the goods, subject to the legal rules and exceptions that apply. Additional time may be available to return the goods after notifying us of cancellation.

This statutory right is separate from Padem's 30-day return policy.

11. Items That May Be Excluded From Ordinary Change-of-Mind Returns

Certain products may be subject to legal exceptions, including personalised or custom-made items and certain sealed goods that cannot be returned for health protection or hygiene reasons once unsealed, where the statutory conditions are met.

These exceptions will apply only where legally justified and relevant to the product concerned.

We do not automatically exclude ordinary women's clothing from returns simply because it is clothing.

Faulty goods and other statutory rights will be handled in accordance with applicable law.

12. Lost or Delayed Return Parcels

If you send a return independently, retain your proof of postage and tracking information.

If a parcel appears to have been lost during transit, contact the carrier and inform our customer service team. We will review the circumstances and determine the appropriate next steps under our policy and applicable law.

Where Padem has arranged the return shipping, please contact us if the return appears delayed or lost so we can investigate with the relevant provider.

13. Refunds for Missing Deliveries

If your order has not arrived within the expected delivery period, please contact us so that we can investigate the shipment.

We may check tracking information, contact the delivery provider, or request further information to establish what happened.

If an order is confirmed lost or delivery has otherwise failed, we will work with you to determine the appropriate resolution, including a replacement or refund where applicable. Your statutory rights are not conditional on a carrier investigation being completed beyond any applicable legal deadline.

14. Contact Information

For all returns, refunds, exchanges, cancellations, or product-related concerns, contact:

Store: Padem
Email: support@padem.uk
Telephone: +44 203 051 1906
Return address: 45 Lark Row, London E2 9JA, United Kingdom

Customer service hours: Monday to Friday, 09:00–17:00 GMT. Closed on Saturdays and Sundays.

Please wait for return instructions before sending your parcel.