Refunds and Returns Policy

Damaged or Faulty Goods 

In the unlikely event that you receive an item that is damaged or faulty, we can offer a full refund within 60 days of the customer receiving the order. We simply require photographic evidence of the damaged/faulty item with your order number. 
To return a damaged or faulty item is free of charge, please contact hello@notyourgrandmas.co.uk with your name, address & order number and I will get back to you as soon as possible to resolve the issue. 

Returning an Order

Sometimes it just doesn’t work out. We get that. If you’ve changed your mind and want to cancel your order, we ask that you contact our sales team and return the item in its original packaging and unworn within 60 days.
Please complete the returns form at the bottom of this page or use the chat pop up to start your return.
Unfortunately, we are unable to cover the cost of returning unwanted items, so the postage cost of returning these items is the responsibility of the customer. Please ensure that you obtain proof of posting as items being returned are the responsibility of the customer until the items reach our offices.
Once the item has been received and inspected by our customer care team, you will be notified that your refund has been issued. Please note the item must be returned with the original packaging, as new, unused, and free of defects.


Please note the fulfilment company only process returns every Wednesday so it may take 7-10 business days for your return to be processed. 
If you cancel your order before the items are shipped out a refund will be issued right away.

Some items are non refundable

These are gift cards and earrings (due to sanitary reasons) are non refundable items. Of course if they are damaged or faulty you are entitled to a refund.


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 your has been shipped the parcel will be returned to us via Royal Mail. This can take a number of weeks and depends largely on Royal Mail and your location but as soon as it arrives back with us we will be in touch to let you know. Until the items arrive back with us we will not be able to provide replacement items or a refund.
If you still want your items when they arrive with us we will need to send you a link to cover posting them out again or alternatively you can request a refund but this will be minus the original cost of posting to the incorrect address.

Returns Form

Need more help?

Contact us at hello@notyourgrandmas.co.uk for questions related to refunds and returns.