Refund policy
Returns and Refunds Policy
Last updated: 26 August 2026
We make clothes to be worn for years, and that starts with the right fit. If something is not right, you have 30 days from the day your order is delivered to return or exchange it.
The short version
- You have 30 days from delivery to request a return or exchange.
- Exchanges are free.
- Items must come back unworn and unused, with tags attached and in their original packaging.
- Refunds go to your original payment method within 14 days of us receiving your return.
- Faulty items are always put right at our cost.
How to request a return or exchange
- Log in to your account using the icon at the top right of our website.
- Enter the access code sent to your email.
- Submit your return request with the reason. If you would like an exchange, note the size or colour you need in the notes section.
- Once approved, we will email you a Royal Mail Tracked Returns link.
- Post your return within 5 working days of approval. If the item is not on its way back within this window, we will assume you have chosen to keep it and close the return. If you cannot meet this window, email us and we will work something out.
Royal Mail gives you two options:
- Collect From Me: book a collection from your door, no printer needed.
- Drop off: print the label and take the parcel to your local Post Office or delivery office.
Please make sure the parcel is packed securely and keep your proof of postage. Returns sent back without an approved request cannot be accepted.
Exchanges
Exchanges are free. Swapping a size or colour costs you nothing. Request a return, note the item you need instead, send the original back using the returns link, and place a new order for the correct size once your return is approved.
Refunds
Once your return arrives and has been checked, we will confirm your refund by email. Refunds are issued to your original payment method within 14 days of us receiving the item.
Refunds cover the value of the items returned. Original delivery charges are not refunded, and the £2.95 Royal Mail returns label charge is deducted from your refund. There is no label charge on exchanges or faulty items.
Your bank or card provider may take a few further days to show the money. If 14 days have passed since we received your return and no refund has arrived, email info@ghillieuk.com.
Return conditions
To be eligible for a return, items must be:
- unworn and unused, with tags attached and in their original packaging
- returned with the packing slip or order confirmation included
What cannot be returned
- Headwear, for hygiene reasons.
- Custom or personalised orders.
- Gift cards.
Outlet and clearance items can be returned for store credit or exchange only.
None of this affects your statutory rights, which are set out below.
Christmas orders
Orders placed between 1 November and 24 December can be returned or exchanged until 31 January, so gifts bought early are covered.
Faulty or incorrect items
Please look your order over when it arrives. If anything is faulty, damaged or not what you ordered, email info@ghillieuk.com straight away with your order number and a photo, and we will put it right with a replacement, repair or full refund. We cover the postage on faulty or incorrect items.
Under the Consumer Rights Act 2015, you have the right to reject faulty goods within 30 days of delivery for a full refund.
Your statutory rights
This policy is offered in addition to your legal rights, and nothing in it takes them away. If you are a consumer in the UK or EU, you also have a statutory right to cancel most online orders within 14 days of delivery, for any reason, under the Consumer Contracts Regulations 2013 or your local equivalent. To use it, tell us at info@ghillieuk.com within 14 days of delivery, then return the goods within 14 days of telling us. Where you cancel under this right, we refund the goods and the cost of standard outbound delivery.
Questions
Email info@ghillieuk.com and a real person will help.