Refund policy

Returns & Refunds Policy

Last updated: 25 October 2026

At Ermine we want you to feel confident in every purchase. We take pride in the quality, design and craftsmanship of our coats. If your order isn’t quite right, we’re here to help.

1. Returns

You may request a return if you are not completely satisfied with your purchase.

To be eligible for a return, your item must:

Be unworn, unused and in its original condition.
Be returned with all original tags and labels attached.
Be returned in its original packaging, where possible.
Be free from stains, damage, perfume, makeup, pet hair or other signs of wear.

Please try on your coat indoors to check the fit and style before deciding whether to keep it.

2. Return Period

For online orders, you have 14 days from the day you receive your order to notify us that you wish to cancel your purchase.

After notifying us, you have a further 14 days to send the item back.

To start a return, please contact us at customerservice@luv-ermine.net with your order number and reason for return.

Our team will provide instructions on how to return your item.

3. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method. Please allow up to 14 days from the date we receive the returned item, or earlier where required by law, for your refund to be processed.

Your bank or payment provider may require additional time for the funds to appear in your account.

For eligible cancellations under applicable consumer law, refunds will include the standard outbound delivery charge where required.

4. Return Shipping Costs

Unless your item is faulty, damaged or incorrect, you will be responsible for the cost of returning your order, provided you were informed of this before purchasing.

If we have sent you a faulty, damaged or incorrect item, we will arrange an appropriate resolution and cover reasonable return costs where required.

We recommend using a tracked delivery service, as we cannot guarantee the safe arrival of returns sent without tracking.

5. Faulty or Damaged Items

We carefully check our products before dispatch. However, if your coat arrives faulty, damaged or different from what you ordered, please contact us at customerservice@luv-ermine.net

Please include:

Your order number.
A description of the issue.
Clear photographs of the fault or damage, where possible.

We will assess the issue and offer an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement or refund.

Your legal rights are not affected by this policy.

6. Exchanges

If you would like a different size or colour, please contact us at customerservice@luv-ermine.net

Exchanges are subject to stock availability. If an exchange is unavailable, we will explain the available options, including a return and refund where applicable.

7. Non-Returnable Items

Items that have been worn beyond what is necessary to try them on, damaged through misuse or returned in an unacceptable condition may be subject to a deduction for diminished value where permitted by law.

Nothing in this policy excludes or limits any non-excludable consumer rights.

8. Sale Items

Sale items are subject to the same statutory rights as full-price items. Change-of-mind returns will be handled in accordance with the applicable return terms and consumer law.

Faulty or incorrectly described sale items remain eligible for the remedies provided by law.

9. Order Cancellations

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at customerservice@luv-ermine.net

We will do our best to stop the order before dispatch. If it has already been shipped, our standard returns process will apply, without affecting your statutory cancellation rights.