Here at Gretna Green, we endeavour to deliver exceptional customer service to all of our customers and offer everyone access to the same returns policy where possible.
For orders placed outside of the UK, please be aware that additional restrictions apply due to Duty, Postage, Import / Export, and other restrictions outside of our control.
Our Returns Policy
If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase to us and we'll exchange or refund it.
By original condition, we expect you to retain original packaging and labels, and that the item is unused and undamaged. This doesn't affect your statutory rights.
Returns should be received within 30 days of your initial order.
For international customers please note that shipping time can delay returning your products to us in a timely manner.
We request International Customers aim to post packages for return to Gretna Green within 14 days to account for possible shipping delays.
If you’d like to exchange your purchase for a different variant or similar product then let us know and we’ll do our best to help.
Contact us on [email protected] with details of your original purchase (including proof of purchase) and what you’d like to exchange it for and, as long as the stock is available, we’ll arrange your choice of alternative to be sent back out to you within 48 hours of receiving your return.
In line with our returns policy, you have up to 30 days to exchange a product, starting from the date of purchase or the date you received your order. Due to postage limitations, we request international customers aim to return products within 14 days to ensure we receive it within the 30-day window.
In order to serve our international customers more promptly with exchanges, we may advise you to order and repurchase your chosen exchange from our website/sales team. Your original order will then be refunded in full upon receiving it back to Gretna Green. This process is recommended in instances where international exchanges are required in a timely manner.
This doesn't affect your statutory rights.
If you do not wish to exchange your purchase and instead require a refund, please let us know of the problem so we can do our best to help you and arrange for a timely refund.
In line with our returns policy, you have up to 30 days to refund a product, starting from the date of purchase or the date you received your order. Due to postage limitations, we request international customers aim to return products within 14 days to ensure we receive it within the 30 days required.
Contact us on [email protected] 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.
NB: Although we will issue refunds within 48 hours of receiving a return, it can take up to 14 days for the bank to transfer the funds to you.
Damaged or Faulty Items
If your order arrives damaged or faulty, please notify us immediately by email on [email protected].
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.
Returning Items by Post
If we've sent you the wrong items, or your order is faulty, damaged or not as described on arrival, please contact us on [email protected] or +44 1461 338441.
Please note that all postage must be paid by the sender - including any duty that applies to sending across borders.
Where refunds for postal charges are applicable please note that this refund will be in sterling, and may therefore not equate exactly to the amount paid, owing to fluctuating exchange rates.
Please make sure that whatever your reason for returning goods, you obtain proof of postage from your post office, and we'll credit your account as soon as possible.
The following items are excluded from our goodwill returns policy, unless faulty or not as described:-
Perishable items (including foodstuffs)
Made-to-measure and personalised products
Postage charges apply to returning products purchased online.
Further terms and conditions may apply.
Address & Contact Details for Exchanges / Returns
Returns & Exchanges
Gretna Green Ltd.
+44 1461 338441