FAQs
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 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 contact us via Email: hello@bownoflondon.com, or Live chat available on our website. 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.
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?
If you’d like to exchange a bathrobe, we’re happy to help. Exchanges are dispatched at standard shipping cost. Please contact us at hello@bownoflondon.com for full details and instructions.
International /Overseas orders we are unable to facilitate the cost of return shipping - you the customer are responsible for all shipping return costs.
Personalized gowns that clients order featuring an embroidered design are unable to be exchanged or credited.
I am missing, have received an incorrect item, or my item is damaged
In the unlikely event that your order is missing an item, includes the wrong item, or arrives damaged, please contact our customer service team at hello@bownoflondon.com.
We aim to respond within 24 hours on working days.
What is Bown of London’s returns 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
To initiate a return, email us at hello@bownoflondon.com, and we will arrange collection on your behalf.
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.