Returns & Exchanges

Our Customer Terms & Conditions

Covid-19

Please note all returns are currently being quarantined for 72 hours prior to opening, due to the current COVID-19 situation.

Christmas Delivery | Returns | Exchanges

 We're taking a little longer than usual to respond to customer contacts during the festive period due to high demand. We thank you for your patience and understanding and will be in touch as soon as possible.

In the meantime, here are some answers to questions you may have. 

-If you have placed an order already and received a confirmation, don't worry we're working on your order and you'll receive a shipment confirmation email once it's on its way. 

-However, because of the extraordinary amount of online orders this Christmas, we do know that the courier network is experiencing delays. We apologise in advance if your parcel doesn't arrive on the exact day you are expecting it.

-If you have contacted us about a return by email, you will receive an update once the return or exchange has been completed.

Many thanks to all of you for your support this year, and we wish you a very Merry Christmas and a Happy New Year. 

Returns & Exchanges

We aim to process all returns in 7 working days, once the returned item has been opened. During peak times this may be extended up to 28 days. As soon as we have processed your return or exchange, you will receive an email confirmation to the email you used to order with us.

Items that are not defective or faulty must be returned within 14 days from the date of receipt for either an exchange or refund.

All items that are returned or exchanged must be unworn and in their original condition, including any packaging and swing tags.

If you have requested an exchange, we will check your returned goods and will arrange for the exchange by confirming stock and send an email advising when the replacement has been sent out for you.

We cannot always guarantee that we will have a replacement in stock. We will contact you and either exchange to the value of the original product ordered or you may request a refund. 

Refunds

If you have requested a refund, we will check your returned items and confirm they are in a re-saleable condition before processing your refund. Your refund will usually be processed within 3 to 5 working days, and a credit will automatically be applied to your original method of payment. We do not refund any shipping or custom fees if applicable. 

Late or Missing Refunds

If you haven't received a refund yet, please check your bank account or contact your credit card company, there may be some processing time before your refund is officially posted. 

If you have still not received your refund, please contact us at info@gloverall.com 

Extended Holiday Return Policy

Purchases made from 1st November are eligible for a refund up to 14 days after 25th December and for an exchange or account credit up to 28 days after 25th December.

Faulty Goods

Defective goods can be returned within 30 days of purchase for an exchange or refund. After 30 days, we'll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

Returns of Gifts

If you are returning a gift please remember to include the buyer's name and address as well as your own.

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit emailed to you for the value of your return once the item has been received and checked.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will receive information about your return.

How to Return or Exchange an Item

In the UK

Returned items should be accompanied by the original packing note and preferably in the original packaging. Please write 'RETURNED GOODS' on the outside of the box so we can process your return as quickly as possible.

In the box there is a form to complete to advise us what you would like to do, please put this and the original packing note in the box for returning.

Also included in the box is a return label, one part is to be fixed to the front of the box and the other is to be given to DHL.

You can find your nearest DHL service point on the DHL website https://parcel.dhl.co.uk/dhl-service-point/about/.

From The EU & Rest of the World

Returned items should be accompanied by the original packing note and preferably in the original packaging. Please write 'RETURNED GOODS' on the outside of the box so we can process your return as quickly as possible.

In the box there is a form to complete to advise us what you would like to do, please put this and the original packing note in the box for returning.

 

All worldwide returns and exchanges must be sent to: 

 Returns Department

Gloverall PLC
Unit D Baron Avenue
Earls Barton
Northampton
NN6 0JE
United Kingdom

We advise using a trackable shipping service or purchasing shipping insurance to make sure we receive the item. If it goes missing during this time, we will not be held liable.

We do not cover shipping costs for returns or exchanges.