Refund policy

Returns & Refund Policy

We want you to love every Gentle Collection piece. If something isn't right, we're here to make it right.

30-Day Return Window

You have 30 days from the delivery date to request a return for a refund or exchange. After 30 days, we're unable to accept returns for change-of-mind reasons.

Return Eligibility

To be eligible for a return, items must be:

Unworn and unwashed, with all original tags attached
In original condition and packaging
Free from stains, marks, makeup, perfume or deodorant residue
Accompanied by proof of purchase (order number or confirmation email)

We reserve the right to refuse returns that don't meet these conditions, or to issue a partial refund reflecting the condition of the returned item.

How to Start a Return

Email hello@gentlecollection.co.uk within 30 days of delivery with your order number and the reason for return.
We'll respond within 24 hours with a Return Authorisation and the return address.
Package the item securely and post it back to us using a tracked service.

Please don't return items without contacting us first — returns sent without a Return Authorisation may not be processed.

Return Shipping

Change of mind, sizing or fit: the customer covers return shipping costs. We recommend a tracked service — we can't be responsible for parcels lost in transit back to us.
Faulty, damaged or incorrect items: we cover return shipping. See Damaged or Defective Items below.

Refunds

Once we receive and inspect your return, we'll email you to confirm the outcome:

Approved: your refund will be processed to your original payment method within 5–10 business days. Depending on your bank, it may take a further few days to appear in your account.
Original shipping costs are non-refundable, except in cases of fault or error on our part.

Exchanges

Need a different size or colour? The fastest way is to:

Place a new order for the item you want
Return the original following the process above for a refund

This avoids the wait while we process inbound stock and ensures your new item ships immediately.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you've received the wrong item, contact us within 14 days of delivery with:

Your order number
Clear photographs of the issue
A short description of the problem

We'll arrange a free replacement or full refund — including shipping costs — at no cost to you. No return needed in most cases.

Non-Returnable Items

The following cannot be returned for change-of-mind reasons:

Custom or personalised items (e.g. printed names, custom branding)
Final sale items clearly marked as such at checkout
Underwear and intimate apparel (for hygiene reasons)
Gift cards

This doesn't affect your statutory rights if the item is faulty.

Sale & Discounted Items

Items purchased during a sale or with a discount code follow the same 30-day return window. Refunds will be issued for the price actually paid, not the original retail price.

Late or Missing Refunds

If you haven't received your refund after 10 business days from our confirmation email:

Check your bank account again
Contact your credit card provider — refunds can take time to officially post
Still no refund? Email us at hello@gentlecollection.co.uk and we'll look into it

Your Statutory Rights

This policy is offered in addition to your statutory consumer rights under UK law. Nothing in this policy affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.