Returns & Refund Policy

Laddera is committed to customer satisfaction. If you are not completely satisfied with your purchase, you may return or exchange unworn items within 30 days of receiving your order. All orders placed on laddera.com are eligible for store credit or a full refund, minus shipping costs. Laddera reserves the right to refuse returns on items that appear worn or used.

To initiate a return, please send your item(s) back to:

Laddera
15 Ascend Lane,
Manchester, M1 2AB,
United Kingdom

Please include your original packing slip and/or a note indicating that you're requesting a refund. We recommend using a trackable shipping method to ensure the safe return of your items.

Important Notes:

  • Shipping fees associated with returns are the responsibility of the customer and will not be refunded.
  • Laddera is not responsible for any lost returns.
  • Please do not use the product box as the shipping box. Items sent without an exterior box will incur a £5 repackaging fee, which will be deducted from your refund.
  • Clearance items marked as "final sale" are not eligible for return.

Exchanges
Before sending your exchange, please email us at info@laddera.com to confirm the availability of the item you'd like to exchange for.

  • Domestic returns qualify for one initial exchange, which will be shipped free of charge. Shipping fees for sending the original item back are the responsibility of the customer.
  • Additional exchanges from the same order will incur shipping fees.
  • International returns are subject to the destination country’s shipping fees. Please refer to international shipping information for rates.

Refunds + Store Credit
Refunds are processed to the original form of payment. You will receive an email notification once the refund has been issued. Please allow 3-5 business days for the refund to appear on your account.

Store credit may be issued instead of a refund. To redeem store credit, please email us at info@laddera.com or call us at +44 20 8123 4567. Store credit can be used both online and in our Manchester store, and it never expires.

In-Store Purchases
In-store purchases can be exchanged or returned for store credit within 30 days of the purchase date, provided you present the original sales receipt. No refunds to credit card or cash are available for in-store purchases. Items must be unworn, unwashed, and unused. Laddera reserves the right to refuse returns on items that appear worn or used.

All clearance items purchased in-store are final sale and cannot be returned or exchanged.

Damaged or Defective Merchandise
If you receive a damaged or defective item, please contact us immediately at +44 20 8123 4567 or email us at info@laddera.com, and we will assist you with a return or exchange.

If an item becomes defective within 6 months of the purchase date, we will evaluate the issue on a case-by-case basis to determine the best solution.

Order Cancellations
If you wish to cancel your order, please contact us within 24 hours of placing your order via email at info@laddera.com or call us at +44 20 8123 4567.