Please find information regarding our returns and refunds policy below.
Returns by Post – Free
In line with our returns policy, you have up to 28 days to return a product, starting from the date the date you received your order.
Contact us on returns@gretnagreen.com with details of your original purchase (including proof of purchase and details of any issues you may have experienced with the product) and we’ll arrange for a refund to be issued within 48 hours of receiving your return. Once an item is returned, we’ll refund the person who originally placed and paid for the order.
Although we will issue refunds within 48 hours of receiving a return, it can take up to 5 days for the bank to transfer the funds to you.
Returns to Store - Free
You may return items bought online to our Gretna Green store open 9am to 5pm everyday of the week within 28 days of receipt. Any items returned must be in their original condition with all tags attached and you must provide proof of purchase. Without proof of purchase an exchange, at the current or last known selling price, or credit note will be offered. Your statutory rights are not affected.
Orders placed via PayPal can only be returned directly to our warehouse. Certain non-Gretna Green Ltd. brands cannot be returned to the store. Kindly review the product description online for more details.
Damaged or Faulty Items
If your order arrives damaged or faulty, please notify us immediately by email on returns@gretnagreen.com. Occasionally items can be damaged in transit.
Orders must be checked for damage within 24 hours of delivery to qualify for a reimbursement from the courier - so please inspect your package and let us know if there’s anything wrong straight away for us to approach the courier/manufacturer on your behalf.
Where possible, please provide us with digital photographs of any damage or fault to allow us to help you in a more timely manner.
A faulty item can be returned by contacting us on returns@gretnagreen.com. On receipt we will inspect the returned item and if a fault has been confirmed a refund will be actioned.
Or alternatively you can return the item to a store and if a fault is confirmed a refund will be processed, providing that the delivery note is available.
Excluded Returns
The following items are excluded from our goodwill returns policy, unless faulty or not as described:
Earrings, Perishable items (including foodstuffs), Alcohol, Made-to-measure and personalised products & Gift Cards. Further terms and conditions may apply.
