FAQs
What does the term GSM refer to?
Bown of London Luxury Heavyweight gowns are approximately 400gsm- Grammes per square metre of fabric to ensure luxury and quality dressing gowns & bathrobes.
For our USA customers this is 12 oz per square yard . As a rule of thumb the higher the GSM figure the higher the quality of the product.
How do I return an order?
Please fill out our return form - https://www.bownoflondon.com/a/returns. You will receive a return slip via email once your request has been approved.
My custom velvet loafers do not fit?
If you’ve received shoes that don’t fit, please contact us within 14 days of receiving your order. As long as they’re unworn, we’ll happily exchange them for a different size if available. Please note that only one size exchange is allowed for each order.
Customers are responsible for submitting the correct size, and any additional adjustments will be at their own expense.
Faulty Items velvet loafers?
Shoes are considered faulty if they arrive damaged or if a manufacturing fault occurs within 30 days of purchase. Shoes damaged from normal wear and tear are not classified as faulty. If possible, we’ll repair faulty shoes or replace them with the same design. We cannot replace shoes with a different design.
If the product is not faulty, exchanges are only allowed once for size. Once you’ve received an exchange, no further returns or exchanges are permitted. For returns or exchanges, please email us at hello@bownoflondon.com, and we’ll provide further instructions on how to proceed.
My Velvet Shoes smell?
All handmade shoes have a new adhesive smell when opened. This smell will disappear within 24 hours of the shoes being unboxed.
Where our products made?
Most of our products are made in Turkey.
Fold back cuffs
Bown of London robes featuring fold back Cuffs have been manufactured with lined inner Cuffs. Lined inner Cuffs are lined in the inside of the sleeve with the same velour fabric pattern that features on the outside of your Robe. Ensuring that when you fold back the sleeve to suit your individual arm length the folded sleeve pattern will match with the rest of the garment.
Can I change my personalization if I have made a mistake?
If you have made a mistake with the personalization, please contact us at hello@bownoflondon.com. If your order has not yet been embroidered, we can change your request. However, if your gown has already been embroidered, we cannot.
What does the term ‘Velour’ refer to?
The term Velour is the smooth glossy finish achieved by shaving the surface of a piece of towelling fabric, Bown of London Velour gowns are finished towelling loop finish on the underside of the garment for warmth and absorbency whilst the outer surface of the garment that you see and feel has been shaved removing the top of the towelling loops to produce the high quality glossy premium finish for the best luxury gowns that our clients love.
Why do you use Egyptian cotton in your gowns?
Bown of London requires our gowns to be of the highest quality Egyptian Cotton is renowned the world over as being the highest quality & being the softest and strongest in the world and meets the quality threshold that we require. We offer both lightweight dressing gowns and personalised gowns to acquire to your personal taste in the best quality cotton.
Can I change an order after I have placed it?
If you wish to change an order, e mail hello@bownoflondon.com or call our customer service team on +44 (0) 1784 225904 as soon as possible.
How long are Bown of London Dressing Gowns?
All of our dressing gowns are 120cm/50inch. Our smoking jackets vary in length depending on the size (you can check on our size charts on each product)
How do I exchange my product?
If you wish to exchange your purchase we will dispatch the exchange with a £4.99 return fee on all UK & Eire purchases.
International /Overseas orders we are unable to facilitate the cost of return shipping - you the customer are responsible for all shipping return costs
Personalised /monogrammed / gowns that clients order featuring an embroidered design are unable to be exchanged or credited because they have been customized to your order.
I am missing/have an incorrect/damaged item in my order?
In the unlikely event of receiving any of the above please contact our customer service team on e mail hello@bownoflondon.com or call our customer service team on +44 (0) 1784 225904 as soon as possible to resolve this issue.
What is Bown of London’s returns policy?
We offer a no quibble returns policy within 30 days of the receipt of your order As long as the product is unworn and in a resalable condition and returned in the original packaging. Please follow the link and follow the steps to begin your returns process -
https://bownoflondon.com/a/returns
Please note for our overseas customers there will be an additional shipping charge payable but for UK & Eire customers there will be a £4.99 return fee deducted from the refund amount.
Personalised /monogrammed products are unable to be exchanged or credited because they have been customised.
How do I protect my new Bown of London Gown?
We advise you to wash the gown separately on a warm wash cycle without fabric conditioner, do not tumble dry.
Our Velour & Luxury heavyweight gowns do not require ironing simply hang on hanger to drip dry.
Whilst the lightweight cotton ones will benefit from a light ironing process.
What size should I order?
There should be a size chart on every product page, either in the images or as a link in the product description. If you cannot see a size chart, please feel free to message us using the chat function or email us and we will get back to you as soon as possible.
What happens if I am not in to sign for my order?
CLEARPAY FAQs
What is Clearpay?
OMNI: Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly.
The service is provided by Clearpay Finance Ltd. Clearpay Plans are not regulated by the Financial Conduct Authority.
INSTORE: Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly.
The service is provided by Clearpay Finance Ltd. Clearpay Plans are not regulated by the Financial Conduct Authority.
ONLINE: Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly.
The service is provided by Clearpay Finance Ltd. Clearpay Plans are not regulated by the Financial Conduct Authority.
How do I use Clearpay?
OMNI: Clearpay can be used online and instore. To transact online, just shop on Bown of London and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).
If you’ve used Clearpay before, just log in to your Clearpay account. Then complete your order!
To use Clearpay instore, simply download the Clearpay mobile app, set up the Clearpay Card, and use the Clearpay Card with Apple Pay or Google Pay to make a contactless payment at check out. You will repay us the amount in 4 instalments.
INSTORE: Clearpay can be used instore. To use Clearpay instore, simply download the Clearpay mobile app, set up the Clearpay Card, and use the Clearpay Card with Apple Pay or Google Pay to make a contactless payment at check out! You will repay us the amount in 4 instalments.
ONLINE: Just shop on Bown of London and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).
If you've used Clearpay before, just log in to your Clearpay account.
Then complete your order!
Where can I use Clearpay?
OMNI: Take a look at the Clearpay Shop Directory to check out our amazing partners where you can use Clearpay.
INSTORE: Take a look at the Clearpay Shop Directory to check out our amazing partners where you can use Clearpay.
ONLINE: Take a look at the Clearpay Shop Directory to check out our amazing partners where you can use Clearpay.
Who can use Clearpay?
OMNI: Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.
Other eligibility criteria apply. See Clearpay Terms of Service for further details.
INSTORE: Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.
Other eligibility criteria apply. See Clearpay Terms of Service for further details.
ONLINE: Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.
Other eligibility criteria apply. See Clearpay Terms of Service for further details.
How does the Clearpay payment schedule work?
OMNI: Clearpay will split the total value of your order into 4 instalments payable every fortnight. When transacting online the exact amounts and dates will be displayed for you to agree to before you confirm your purchase. For instore purchases you will receive your payment summary once you have successfully transacted.
If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
INSTORE: Clearpay will split the total value of your order into 4 instalments payable every fortnight. You will receive your payment summary once you have successfully transacted.
If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
ONLINE: Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.
If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
What if I can't pay a Clearpay instalment?
OMNI: If you cannot make a payment, please contact Clearpay here.
As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.
Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.
Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.
INSTORE: If you cannot make a payment, please contact Clearpay here.
As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.
Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.
Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.
ONLINE: If you cannot make a payment, please contact Clearpay here.
As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.
Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.
Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.
When will my items be delivered if I use Clearpay?
OMNI: Clearpay orders are delivered within our standard delivery timeframes like any order from Bown of London.
ONLINE: Clearpay orders are delivered within our standard delivery timeframes like any order from Bown of London.
Is there a limit to how much I can spend on a single Clearpay transaction?
OMNI: Yes, your order value including shipping must be between £10 and £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
INSTORE: Yes, your order value including shipping must be between £10 and £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
ONLINE: Yes, your order value including shipping must be between £10 and £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
Can I use another form of payment with Clearpay?
OMNI: Yes, you may also use a gift card, cash, or a promotional code with Clearpay to pay for your purchase.
INSTORE: Yes, you may also use a gift card, cash, or a promotional code with Clearpay to pay for your purchase.
ONLINE: Yes, you may also use a gift card, cash, or a promotional code with Clearpay to pay for your purchase.
How do I return or exchange an item purchased with Clearpay?
OMNI: Clearpay purchases follow Bown of London's standard return policy for both instore and online transactions. Check with Bown of London’s return policy to make sure your purchase is eligible for return.
Please note, refunds for Clearpay purchases will be refunded from Bown of London to Clearpay. We cannot provide an exchange or cash refund.
When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay.
You can view the details by logging in to your Clearpay account. For more information on refunds, please visit Clearpay’s FAQ page.
INSTORE: Clearpay purchases follow Bown of London's standard return policy for both instore transactions. Check withBown of London’s return policy to make sure your purchase is eligible for return.
Please note, refunds for Clearpay purchases will be refunded from Bown of London to Clearpay. We cannot provide an exchange or cash refund.
When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay.
You can view the details by logging in to your Clearpay account. For more information on refunds, please visit Clearpay’s FAQ page.
ONLINE: Items purchased with Clearpay follow our standard return process.
Please note, refunds for Clearpay purchases will be refunded from Bown of London to Clearpay. We cannot provide an exchange or cash refund.
When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay.
You can view the details by logging in to your Clearpay account.
Where can I find out more about Clearpay?
OMNI: Visit the Clearpay website here for a comprehensive list of FAQs, Clearpay Terms of Service here, and Privacy Policy here.
INSTORE: Visit the Clearpay website here for a comprehensive list of FAQs, Clearpay Terms of Service here, and Privacy Policy here.
ONLINE: Visit the Clearpay website here for a comprehensive list of FAQs, Clearpay Terms of Service here, and Privacy Policy here.