Returns

RETURNING YOUR ORDER

We offer a returns service on each order. If you are unhappy with your purchase and would like to return an item then please complete our returns form, located within your Gushlow and Cole package and follow the instructions below.

  1. Locate your returns form enclosed within your Gushlow and Cole package.
  2. Contact our customer care team on customercare@gushlowandcole.com to organise a return and receive your unique returns authorisation form number. Please keep this number as a reference.
  3. Complete the returns form, detailing the items you wish to return and the reasons why.
  4. Pack the item(s) you wish to return, making sure to include any original packaging.
  5. Organise a collection date and time with your chosen courier service.

All returns must be addressed to: Gushlow and Cole, Unit 5, Hilltop Meadow, Old London Road, Knockholt, Sevenoaks, Kent, TN14 7JW

Please be aware, we will not accept return orders without a Gushlow and Cole returns form complete with a returns authorisation form number. If you cannot find a returns label in your parcel then please contact our customer care team.

We advise that when returning any goods you use the pre paid returns label enclosed within your package. Please be aware the charge for this service will be deducted from your refund. For more information on these charges please click here and see Delivery Times and Costs.

If you choose to not use this service we advise you use a courier service and insure the goods. We will not be liable for the loss or damage of any goods being returned unless we have organised the return delivery ourselves.

Return collections must be arranged within 14 days of receiving your order.

International purchases can only be returned by post

For more information regarding our returns policy please click here.

REFUNDS

If your items are unsuitable, we are prepared to offer a refund*. Please be aware that refunds will on be granted in accordance with our returns policy.

We offer a returns service to each and every customer. Once we have received and accepted your return we will refund the original credit card used to make the purchase. Please note, card refunds may take up to 10 calendar days to be processed by your card issuer.

Please be aware that although we will refund in full the amount of your order, any duties and taxes incurred if your order was delivered to a country outside of the EU will be your responsibility to claim back.

For refunds on any gifted items please refer to our returns policy.

*refunds will exclude any shipping costs incurred.

EXCHANGES

If you are unhappy with the sizing or fit of your item and would like to exchange please complete our returns and exchanges form located within your order package and follow the same steps set out under ‘Returns’. Exchanges are subject to stock availability. If you wish to exchange your item for a different colour then please contact our customer care team who will be happy to help.

Please be aware that in order to be eligible for an exchange, all returned items must comply with our returns policy.

CANCELLATIONS

Under the Consumer Contract Regulations 2015, if you live in the EU, you reserve the right to cancel your order within 14 days of receiving your goods, provided you give us written notice. You will then receive a refund up to 14 calendar days after we have received the returned goods*. If your card issuer has not issued a refund within 30 days please contact our customer care team.

All cancelled orders must be returned to: Gushlow and Cole, Unit 5, Hilltop Meadow, Old London Road, Knockholt, Sevenoaks, Kent, TN14 7JW

Please note that if you place your order outside of the EU, the Consumer Rights Directive does not apply.

All cancellations must comply with our returns policy.

* Should you wish to cancel your order before your items are dispatched you will be refunded in full, including any shipping costs. Should you wish to cancel your order after your order has been dispatched you will refunded in full. Unfortunately any shipping costs will not be refunded.

RETURNS POLICY (payment terms, delivery terms, website terms)

Return collections must be arranged within 14 days of receiving your order.

Condition of returns
In order to be eligible for a refund, all items must be returned new and unused and in their original Gushlow and Cole packaging*. Please be aware that any cards, dust bags and boxes must also be returned as part of each product’s original packaging. Unfortunately we cannot accept returns on items that have been worn, damaged or not returned along with their original labels and packaging.

All returned items must be accompanied by a completed Gushlow and Cole returns form. We only accept returns, exchanges or cancellations with a returns authorisation form number.

Unfortunately Gushlow and Cole will not be liable for the cost of any items returned unless we have organised the returns delivery ourselves.

PLEASE NOTE: New and unused means there are no marks on the goods and no sign of wear on the tags. All returns will be subject to a quality control check on return receipt. Any goods returned that do not meet our quality control standards, are marked or where there is evidence the tags have been removed or tampered with will not be eligible for a refund and will be returned to the customer at the customer’s own cost.

*Packaging includes all tags, labels and outer packaging.

Faulty Items
Items are deemed as faulty if they are received damaged on arrival. If you receive a faulty item you have the right to exchange the item for a full refund, including any shipping costs.

All Gushlow and Cole products are handmade in Britain and quality controlled in house. If you are unsatisfied with the quality of your order and deem your items ‘faulty’ then please complete our returns form and return it along with your items.

Please be aware that items that are damaged as a result of wear and tear are not considered faulty and therefore will not be eligible for a refund. For further information please see our terms and conditions.

For more information on how to return your order, please go to our returns page.

Late returns
Return collections must be arranged within 14 days of receiving your order. Any return collections arranged after this period and without prior notification to Gushlow and Cole will not be accepted and returned at your own cost.

For more information on how to return your order, please go to our returns page.

Gift returns
If you have received an item as a gift and would like to return it, please note that the refund will be made to the person who placed the order and via the original payment method.

Gift cards/ vouchers are non refundable and can only be exchanged for goods bought either online.

No gifted items can be transferred for a credit note.

Conditions of delivery
The buyer must comply with all applicable laws and regulations of the country to which the goods are destined. Gushlow and Cole will not be liable for any breach by the buyer of any such laws. For further information please see our terms and conditions.

Payment
All purchases will be made in pounds sterling. Please note, exchange rates will be determined by your international credit card provider or bank.

Upon receiving your order we will carry out a pre-authorisation check on your payment card. Once we have ensured there are sufficient funds to carry out the transaction, your card will be debited and your order authorised.

Goods will not be dispatched until a pre authorisation check has been completed and authorised.

In the case of your order failing to authorise you will receive email notification.

Insurance and lost goods
Gushlow and Cole will not be liable for the loss or damage of any items that being returned.

We advise that when returning any goods you use a courier service and insure the goods. We will not be liable for the loss or damage of any goods being returned unless we have organised the return delivery ourselves.

Retail Shows
All purchases made at a retail show or studio sale are non returnable and in no instance will a refund be granted.

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