Return Policy – quentingriffiths.com

At quentingriffiths.com, we want you to love everything you buy. However, we also understand that sometimes an item simply does not work out – perhaps the fit is not right, the colour looks different in person, or you have changed your mind. That is why we have created a straightforward return policy. Please read this policy carefully before returning any item. Note that while the products we sell are originally from quentingriffiths.com, our return policy is managed independently to ensure clarity and fairness for our customers.

Our General Return Policy

We accept returns on most products purchased directly from quentingriffiths.com. To be eligible for a return, items must meet the following conditions:

  • The item must be unused, unworn, and unwashed.
  • All original tags, labels, and packaging must be attached and intact.
  • The item must be in the same condition as when you received it.
  • Footwear must be tried on indoors on a clean surface. Any signs of outdoor wear will make the item ineligible for return.
  • Underwear, swimwear, and earrings are generally non-returnable for hygiene reasons, unless they arrive damaged or defective.
  • Face masks, cosmetics, and other personal care items are also non-returnable for hygiene and safety reasons unless sealed and unopened.

If your return does not meet these conditions, we reserve the right to refuse the return or send the item back to you.

Change of Mind Returns

We accept change of mind returns. If you simply decide you do not want an item, you may return it as long as it meets the condition requirements above. Change of mind returns are accepted within a reasonable period after delivery. Please check your order confirmation or our website for the specific time window, as this may vary by product category or seasonal promotions.

Damaged, Defective, or Incorrect Items

We take great care when packing your order, but mistakes or damage during transit can occasionally happen. If you receive an item that is damaged, defective, or not what you ordered, we sincerely apologise. In these cases, please contact us through the help form on quentingriffiths.com as soon as possible. You will need to provide your order number and clear photographs showing the issue.

Once we have reviewed your claim, we will provide instructions for next steps. For damaged, defective, or incorrect items, you will not be penalised. We will arrange a resolution which may include a replacement or other appropriate remedy.

How to Initiate a Return

To return an item, please follow these steps:

  1. Visit quentingriffiths.com and log into your account.
  2. Go to your order history and select the order containing the item you wish to return.
  3. Click on the return or refund option and follow the on-screen instructions.
  4. You will be asked to select a reason for the return and indicate whether you prefer a refund or an exchange (if exchange is available for that product).
  5. After submitting your return request, you will receive a return authorisation. Please print or save this document as confirmation.
  6. Pack the item securely in its original packaging, including all tags and accessories.
  7. Attach the required return documents to the outside of the package. These documents will be provided to you during the return process.

Return Shipping

You are generally responsible for covering the cost of return shipping unless the item is being returned due to our error (for example, a damaged, defective, or incorrect item). We do not list specific return shipping fees or methods here, as these may vary depending on your location and the carrier you choose. However, all applicable return shipping charges will be clearly explained during the online return initiation process. You will always see any costs before you finalise your return request.

We strongly recommend using a trackable shipping service for your return and keeping proof of postage. We are not responsible for items lost or damaged in transit back to us.

Refunds

Once we receive your returned item, our team will inspect it to ensure it meets the return conditions described above. If the return is approved, we will process your refund. Refunds are issued to the original payment method used when placing the order. Please note the following:

  • Refunds may take several business days to appear in your account after we process them, depending on your bank or payment provider.
  • The refund amount will be for the purchase price of the item. Any original shipping charges paid at checkout are generally non-refundable unless the return is due to our error.
  • If you received a free gift or promotional item with your purchase and you return the main product, you may be asked to return the free gift as well, or its value may be deducted from your refund.

Exchanges

We currently do not offer direct exchanges for a different size or colour. If you need a different item, the quickest method is to return the original item for a refund and place a new order for the desired product. This ensures that you secure the new item before it sells out, rather than waiting for your return to be processed.

The only exception is for damaged, defective, or incorrect items. In those cases, we may offer a replacement of the same item if available.

Non-Returnable Items

The following items are generally not eligible for return unless they arrive damaged or defective:

  • Underwear and lingerie
  • Swimwear where the hygiene seal has been removed
  • Earrings (for piercing safety)
  • Personal care items such as cosmetics, lotions, or fragrances that have been opened
  • Face masks (non-medical or medical)
  • Gift cards or vouchers
  • Final sale or clearance items marked as non-returnable on the product page. This designation is always shown clearly before you add the item to your cart.

Late or Missing Refunds

If you have returned an item and have not received your refund after a reasonable period, please first check your bank or payment account again. Then contact your credit card company or payment provider, as there may be a delay in posting the refund to your account.

If you have done all of this and still have not received your refund, please contact us through the help form on quentingriffiths.com. Include your order number, return tracking number, and any relevant details. We will investigate promptly.

Final Sale Items

Products marked as “final sale” or “non-returnable” cannot be returned for a refund or exchange, regardless of the reason (except for damage or defect). These items are clearly labelled on their product page. Please read the product description carefully before purchasing final sale items.

Changes to This Return Policy

We reserve the right to update or modify this return policy at any time without prior notice. Any changes will be posted on this page, and the effective date will be updated. For significant changes, we may also notify customers through our website. This policy applies to all purchases made after the effective date.

Contact Us

If you have any questions about returning an item that are not answered in this policy, please visit quentingriffiths.com and use the help or contact form on our website. Our customer service team will be glad to assist you.

Thank you for shopping at quentingriffiths.com. We appreciate your trust and your business.