FAQs
How Do I Return an Order?
Please complete our return form here: https://www.bownoflondon.com/a/returns
Once your request has been approved, you will receive a return slip via email with further instructions.
What does the term GSM refer to?
Bown of London luxury heavyweight gowns are approximately 400 GSM (grams per square metre of fabric). For our USA customers, this translates to 12 oz per square yard. As a rule of thumb, the higher the GSM, the higher the quality of the product.
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:
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Only one size exchange is allowed per order.
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Customers are responsible for submitting the correct size.
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Any additional adjustments or replacements will be at the customer’s own expense.
Faulty velvet loafers
Shoes are considered faulty if they arrive damaged, or develop a manufacturing fault within 30 days of purchase. Normal wear and tear does not qualify as a manufacturing fault.
If possible, we’ll repair the shoes or replace them with the same design. We cannot replace shoes with a different design. Please note:
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If the shoes are not faulty, only one size exchange is permitted.
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Once an exchange has been processed, no further returns or exchanges are allowed.
For all returns and exchanges, please complete our return form here: https://www.bownoflondon.com/a/returns or email us at hello@bownoflondon.com, and we’ll provide full instructions.
My velvet shoes smell
All handmade shoes may have a new adhesive smell when first opened. This is completely normal and will disappear within 24 hours of unboxing.
Where are your products made?
Most of our products are proudly made in Turkey.
Fold-back cuffs on Bown of London robes
Some Bown of London robes feature fold-back cuffs with lined inner cuffs. These inner cuffs are made using the same velour fabric pattern as the outer robe, ensuring that when you fold back the sleeves to suit your arm length, the pattern remains consistent and stylish—reflecting the high quality you expect from us.
How do I return my bathrobe?
To return a bathrobe, please complete our return form here: https://www.bownoflondon.com/a/returns or email us at hello@bownoflondon.com, and we’ll provide full instructions. We will send you a return slip and instructions on how to proceed.
Can I change my personalization if I made a mistake?
If you’ve made a mistake with the personalization on your bathrobe, please contact us at hello@bownoflondon.com as soon as possible.
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If your bathrobe has not yet been embroidered, we can change your request.
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If your gown has already been embroidered, unfortunately, we cannot make any changes.
What does the term Velour refer to?
Velour is the smooth, glossy finish achieved by shaving the surface of a towelling fabric. At Bown of London, our velour bathrobes feature a traditional towelling loop finish on the inside for warmth and absorbency. The outer surface—what you see and feel—has been shaved to remove the top of the towelling loops, creating the luxurious, premium finish our clients know and love.
Why do you use Egyptian cotton in your bathrobes?
At Bown of London, we are committed to producing the highest quality bathrobes.
Egyptian cotton is globally recognised for its exceptional softness, strength, and durability, making it the ideal choice for our luxury loungewear. It meets our strict quality standards and ensures that every dressing gown and bathrobe feels as good as it looks.
Can I change an order after I’ve placed it?
If you need to make a change to your order, please email us at hello@bownoflondon.com or call our customer service team on +44 (0) 1784 225904 as soon as possible.
We aim to respond within 24 hours on working days.
How long are Bown of London bathrobes?
All of our bathrobes are approximately 120 cm / 50 inches in length.
Our smoking jackets vary in length depending on the size. You can check specific measurements on the size chart located on each product page.
How do I exchange my product?
For all returns and exchanges, please complete our return form here: https://www.bownoflondon.com/a/returns or email us at hello@bownoflondon.com, and we’ll provide full instructions.
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 gowns cannot 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 Return Policy?
We offer a no-quibble returns policy within 30 days of receiving your order, provided the item is:
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Unworn
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In a resalable condition
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Returned in its 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.
Please note Personalised, monogrammed, or embroidered gowns cannot be exchanged or refunded, as these items are customised to your specific order.
How do I protect my new Bown of London gown?
To keep your gown looking and feeling its best, we recommend the following care instructions:
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Wash separately on a warm cycle
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Do not use fabric conditioner
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Do not tumble dry
Velour and heavyweight gowns do not require ironing—simply hang them to drip dry.
Lightweight cotton gowns may benefit from a light ironing.
What size should I order?
Please refer to our size charts to find your ideal fit. You can find them in the product images or as a link in the description.
What happens if I’m not in to sign for my order?
Our shipping provider will contact you on the day of delivery via email or text message. You’ll be able to:
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Change the delivery date
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Request the parcel be left in a safe place
What’s the difference between a Bown 100% natural cotton fibre bathrobe and a polyester fleece bathrobe?
While polyester fleece bathrobes may appear similar to Bown of London robes, the differences are significant:
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Polyester fleece is a synthetic material derived from the same family as polythene plastics.
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Though soft and warm to the touch, polyester does not breathe like natural cotton.
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It traps moisture and odour next to the skin, which can lead to a damp, sweaty feeling—and unpleasant smells unless washed frequently.
At Bown of London, we use 100% natural Egyptian cotton fibres, known for their breathability, absorbency, and long-lasting quality. Whether lightweight or heavyweight, our bathrobes are designed to deliver unmatched performance and comfort, offering you years of faithful service.
Custom Velvet Loafers FAQS
Click here to view the full FAQs page for our Custom Velevet Loafers.
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.