Refund policy
Returns Policy
We want you to be happy with your purchase. If you are not satisfied, we offer a 14-day return period starting from the day you receive your item. Once we have accepted your return, you have a further 5 days to return the item(s) to us. If you don't return to us within this time period, we will assume that you have chosen to keep the item(s) and cancel the return. You must get in touch via email if you are not going to be able to comply with this policy.
Returns are the responsibility of the customer and use of our royal mail returns portal will be charged at £2.95. This will be deducted from your refund.
🎁 Christmas Gift Orders:
Any order placed on or after 21/11/25 is eligible for a 60 day return window.
How to Request a Return
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Log in to your account via the icon in the top right corner of our website.
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Enter the automated access code sent to your email.
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Submit your return request with a reason for return.
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Want to exchange? Mention the preferred size in the notes section.
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Once approved, you’ll receive a Royal Mail Tracked Returns link via email.
Return Options via Royal Mail
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Collect From Me: Schedule a home pickup – no printer required (recommended)
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Drop Off Your Item: Print a label, attach it, and drop it off at a local post office or delivery office
Return Conditions
To be eligible for a return:
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Items must be unworn, unused, with tags attached, and in their original packaging
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A packing slip or order confirmation must be included
Please note:
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Headwear is non-returnable for hygiene reasons
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Outlet items are eligible for store credit or exchange only
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Items sent back without an approved return request will not be accepted
Damages or Issues
If your order arrives damaged, defective, or incorrect, please contact us immediately at info@ghillieuk.com so we can make it right.
Items That Cannot Be Returned
We do not accept returns for:
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Custom/personalised orders
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Final sale items and gift cards
Exchanges
To exchange an item, we recommend placing a new order after your return is approved. You can also add the exchange request in the 'notes' section of your return request.
Need help? Email us at info@ghillieuk.com
EU Customers – 14-Day Cooling-Off Period
If your order is shipped to an EU country, you are entitled to a 14-day right to cancel under EU law. You can return your order for any reason. Items must be in original condition, with tags, and proof of purchase.
Refunds
Once your return is received and inspected, we’ll notify you of the refund approval. If approved:
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A refund will be issued to your original payment method within 10 business days
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Please note it may take your bank or credit card provider additional time to process the refund
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If 15 business days have passed and you haven’t received your refund, email info@ghillieuk.com