Update regarding COVID-19
Our online store is open. You will be able to browse and shop our collections as normal, however there may be a delay in receiving your order. Please see the suggested new delivery windows on our ‘Delivery page‘. This will not affect the time it takes to process your return. Thank you for your understanding, and we thank you for your continued custom and patience.
The following provisions apply only to our consumer customers. If you are a business, the provisions applicable in respect of refunds and returns are as set out in our Wholesale Terms of Business (available upon request).
The following provisions are for guidance only. In case of any conflict between these provisions and our Terms and Conditions of business, the Terms and Conditions shall supervene and apply to the exclusion of what follows.
Returning your order
We offer to consumers 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 & Cole package and follow the instructions below.
- Locate your returns form enclosed within your Gushlow & Cole package.
- Contact our customer care team on firstname.lastname@example.org to organise a return and receive your unique returns authorisation form number. Please keep this number as a reference.
- Complete the returns form, detailing the items you wish to return and the reasons why.
- Pack the item(s) you wish to return, making sure to include any original packaging.
All returns must be addressed to: Gushlow & Cole Limited, Workshop 5, Hilltop Meadows, Old London Road, Knockholt, Sevenoaks, TN14 7JW
Please be aware, we will not accept return orders without a Gushlow & 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 an insured courier service and/or 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 see below.
If your items are unsuitable, we are in certain circumstances prepared to offer a refund*. Please be aware that refunds will only be granted in accordance with our returns policy.
Once we have received and accepted your return we will refund the original credit or debit 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 below.
*refunds will exclude any shipping costs incurred. We shall also be entitled to deduct from the refund any diminished value of the goods resulting from your handling of them in any way other than which is necessary to establish the nature, size, characteristics and functioning of the goods.
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. You shall be liable for any shipping or delivery costs payable on exchanges.
Please be aware that in order to be eligible for an exchange, all returned items must comply with our returns policy.
In particular, exchanges must be arranged within 14 days of your receipt of the original goods.
If you are a retail customer and not a business customer, under the Consumer Contract Regulations 2015, if you live in the EU, you have the right, without giving any reason, to cancel your order within 14 days of receiving your goods, provided you give us written notice within that 14 day period. 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.
To exercise the right to cancel, you must inform us in writing addressed to email@example.com or to Cancellations, Gushlow & Cole Limited, Workshop 5, Hilltop Meadows, Old London Road, Knockholt, Sevenoaks, TN14 7JW, of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail).
To meet the cancellation deadline, you must send your communication concerning your exercise of the right to cancel within 14 days of receiving your goods. If you do not, your right to cancel will have expired.
All cancelled orders must then be returned to: Gushlow & Cole Limited, Workshop 5, Hilltop Meadows, Old London Road, Knockholt, Sevenoaks, TN14 7JW
Please note that if you place your order outside of the EU, the Consumer Rights Directive does not apply.
All cancellations must otherwise 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 be refunded in full. You are only liable for any diminished value of the goods resulting from handling them in a way other than which is necessary to establish the nature, characteristics and functioning of the goods.
Unfortunately any shipping costs will not be refunded.
RETURNS POLICY (payment terms, delivery terms, website terms)
Please note: 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 & 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 & Cole returns form. We only accept returns, exchanges or cancellations with a returns authorisation form number.
Unfortunately Gushlow & Cole Limited 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 are in any way damaged, soiled, marked or do not otherwise meet our quality control standards, 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.
All Gushlow & Cole products are handmade in Britain and quality controlled in house. If you are unsatisfied with the quality of your order and believe your items to be ‘faulty’ then please complete our returns form and return it along with your items.
For more information on how to return your order, please go to our returns page above.
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 & Cole Limited will not be accepted and will be returned to you at your own cost.
For more information on how to return your order, please go to our returns page above.
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 online.
No gifted items can be transferred for a credit note.
Unfortunately all sale items purchased through a third party means are non returnable, and under no circumstances will a refund be granted in respect of them.
Conditions of delivery
The buyer must comply with all applicable laws and regulations of the country to which the goods are destined. Gushlow & Cole Limited will not be liable for any breach by the buyer of any such laws. For further information please see our Terms and Conditions of business.
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 & Cole Limited will not be liable for the loss or damage of any items during the course of being returned.
We advise that when returning any goods you use an insured courier service and/or insure the goods yourself. We will not be liable for the loss or damage of any goods being returned unless we have organised the return delivery ourselves.