Refund policy

Return Policy Summary

Return Window: 60 days from the delivery date
Original Shipping Cost: Not refundable
Return Shipping Cost: The customer covers return shipping for all orders
Refund Timeframe: Within 10 business days after receiving the returned item
Condition: Items must be returned unworn & not tried on, with original packaging and labels

How to Return an Item

Contact Us
Email us at hello@notyourgrandmas.co.uk with your order number and reason for return.
Receive Instructions
We will send you detailed return instructions, including the returns address.
Package the Item
Securely pack the item in its original condition with all original packaging.
Send It Back
Please ensure that you obtain proof of posting as items being returned are the responsibility of the customer until the items reach our offices.

Important

Please do not send returns to our registered business address. Returns sent to incorrect addresses will not be processed.

Some items are non-refundable

Items that have been worn or tried on: For hygiene reasons, socks cannot be returned once they have been worn or tried on. Socks are classified as a hygiene item under UK consumer law, similar to earrings or swimwear.
Gift cards are non-refundable items.
Incorrect Shipping Addresses

If you accidentally provide us with the wrong address, please let us know as soon as possible via hello@notyourgrandmas.co.uk with your order number and correct address. If the order hasn’t been shipped, we can correct this for you. If it has been shipped, please see below for further details.

Refunds

Once the item has been received and inspected by our customer care team, your refund will be processed.
Refunds are processed within 7-10 business days of receiving the return.
Refunds are issued via the original payment method.
You will receive an email confirmation once the refund is processed.
If the refund does not appear within a reasonable time, please check with your payment provider or contact us.

Order Cancellations/ Changes

Orders can not be cancelled or changed once the picking and packing processing has started. Please contact us at hello@notyourgrandmas.co.uk immediately if you need to make changes to your order.

Damaged or Incorrect Items

Please inspect your items upon delivery.
If your item arrives damaged or incorrect, contact us immediately with a description and photo(s).
We will offer a replacement, return, or full refund at no extra cost to you.

Exchanges

If you would like a different item, simply return the original item following the steps above. Once processed, you may place a new order.

Incorrect Shipping Addresses

If your parcel has already been shipped to an incorrect address, we cannot guarantee it will be returned to us. If the address is undeliverable, Royal Mail may return it to us, but this can take several weeks and depends on Royal Mail and your location. However, if someone at the incorrect address accepts the delivery, Royal Mail will mark it as delivered and we will be unable to recover the parcel.

Until the items arrive back with us (if they are returned), we will not be able to provide replacement items or a refund.

If the parcel is successfully returned to us, we will be in touch to let you know. At that point, if you still want your items we will send you a link to cover the cost of posting them out again. Alternatively, you can request a refund, but this will be minus the original cost of posting to the incorrect address.

To avoid disappointment, please double-check your shipping address carefully before completing your order. We are not responsible for orders delivered to incorrect addresses provided by the customer.