Delivery & Returns

IMPORTANT: All items are shipped from our European Warehouse but must be returned to the UK. Any unwanted/change of mind return must be returned to the UK and cost covered by the customer.

Returns must be sent to the address below in England.

Standard return shipping costs are covered by Grays only in cases where items are defective or incorrectly supplied, and only after authorisation has been given by our Returns Department.

For returns due to incorrect orders placed by the customer (including wrong sizes, colours, or products), return shipping costs are the responsibility of the customer.

Returns Address
Grays Returns
Unit C, Brook Way
Ivyhouse Lane Industrial Estate
Hastings, East Sussex
TN35 4NN
United Kingdom

 START YOUR RETURN

Change of Mind Return Request.

• Please raise return requests via the link below.
• Unused / unmarked / unaltered items (with packaging and tags attached) can be returned to our UK based Returns Department up to 30 days from receipt for full refund (excluding customised/personalised items).
• When returning from outside the UK you would need to arrange the return shipping with a courier of your choice and pay for their service.
• It is important you liaise with your chosen courier to ensure all documentation with the package is correct and makes clear it is a return (not an item being imported to the UK).
• The courier may need our EORI number for this - GB213436495000.
• If on delivery to us there are additional shipping or duty charges due, the package will be rejected by our Goods In / Returns Dept so it is important the courier includes correct documentation.
• There is a 14 day period to complete the returns process (package to be received by us) once a return request is activated/approved.

Important Additional Information

• Please note that where resealable / reusable product packaging is provided with the item, it should also be returned undamaged.
• Please do not use the product packaging for attaching shipping/address labels, the item and packaging should be securely covered inside a parcel for transit.
• Refund requests could be rejected or reduced (restocking charge) if the packaging is damaged.
• Refunds will be issued up to the total value of the order excluding shipping costs. Return and delivery fees are only refunded in the case of a defective item or an incorrect shipment.

Potential Fault Claim

• • If you have potential fault claim, you should raise your claim in the same way as a change of mind return (as if sending back to us, via the link below) and include notes/images within the process for the team to assess.
  • In most cases we will be able to resolve based on this information and it will not be necessary to ship the item.
  • Please do not try to post any fault claims to us unless specifically requested by our returns team after the claim request has been raised.