Refund policy

 

Last updated: 13 December 2025

This policy applies to all purchases made on grandlondon.uk. By placing an order, you agree to the terms below.

Returns Window

You may return items within 20 days of receiving your order. This meets the minimum 14-day withdrawal period required under UK and EU consumer law.

Item Condition

To qualify for a return, items must meet all of the following conditions:

  • Unworn, unwashed, and in the same condition as received
  • All original tags, packaging, and accessories included
  • No signs of use, wear, damage, or alteration

We reserve the right to decline returns that do not meet these requirements.

Damaged, defective, or Incorrect Items

If your order arrives damaged, defective, or in the wrong size or colour, contact us straight away at support@grandlondon.uk.

  • Include your order number and clear photos of the issue
  • We'll review it and provide return instructions
  • Once we receive the item back and confirm the problem, we'll send a replacement at no cost or process a refund

We stand behind what we sell. If something isn't right, we'll make it right.

How to Start a Return

To request a return, use our returns portal or email us at support@grandlondon.uk within 20 days of receiving your order.

Include:

  • Your order number
  • Reason for return
  • Photos (if the item is damaged, defective, or incorrect)

We'll respond within 24 hours on working days with your return authorisation and shipping instructions.

Important: Do not send any items back without receiving return authorisation first. Unauthorised returns may be refused or delayed.

Return Shipping Costs

For change-of-mind returns, return postage is the customer's responsibility.

Before sending any return, use our returns portal or contact us at support@grandlondon.uk for your return authorisation and shipping instructions. Returns sent without authorisation may be refused or delayed.

Refunds

Once your return is received and inspected, we'll confirm via email. If approved, a full refund will be issued to your original payment method within 7 working days.

Refunds include:

  • The full item(s) price

Refunds exclude:

  • Original delivery fees (if any were charged)

We do not charge restocking fees. Processing times may vary depending on your bank or payment provider.

For damaged, defective, or incorrect items, we'll send a replacement or process a refund once we've received and confirmed the issue.

Exchanges

We do not offer direct exchanges. If you need a different size or item, return your original order and place a new one.

Order Cancellations

Orders may only be cancelled if they have not yet been fulfilled or shipped. To request a cancellation, contact us immediately at support@grandlondon.uk with your order number.

If your order has already shipped, you may return it upon delivery by following the return steps outlined above.

Non-Returnable Items

We do not accept returns of:

  • Items marked as final sale at the time of purchase
  • Items that do not meet the condition requirements outlined above

Changes to This Policy

This policy may be updated or modified at any time. Any changes will be posted on this page and take immediate effect upon publication.

Questions?

If you have any questions about returns, refunds, or cancellations:

Email: support@grandlondon.uk

Phone: +44 7763 952201

Customer Service: Monday to Friday: 9:00 – 17:00 (GMT)

We aim to respond within 24 hours on working days.

Address: 18 College Street, Petersfield GU31 4AD, United Kingdom

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