RETURNS & EXCHANGES

OUR RETURNS POLICY

We do not currently offer free returns on our website for orders that you’d like to return. We only offer free returns on items which are faulty before they leave our warehouse. In this situation, please contact customer service on shop@groundhog.co.uk BEFORE you send these items back to us. This is because we cannot refund return postage costs that you have paid for.

We comply fully with the Consumer Rights Act 2015 providing:

  • Your order is returned within 14 days from receipt of your order.
  • Your order is returned in full.
  • Your order is returned suitable for re-sale in original box with all labels and packaging in place.

HOW TO RETURN

For your convenience, return instructions are also enclosed within the shipment.

Where can I find my order number? Your order number can be found on the invoice and packing note sent to you in the shipment and order confirmation e-mail (eg. HOG1234).

Please ensure you take care when returning your product. You are required to take the items to a local Post Office with a return label attached to the outer carton that the goods arrived in. We would advise that you gain Proof of Postage and retain this until you have received your refund.

PROCESSING RETURNS

How long will it take to receive credit into my account? For UK orders, as there will be time delay for your return to reach our warehouse, and time allowed to process your return, please allow 2 weeks for a refund to be credited to your account. 

PRODUCT RETURN FOR FAULTY OR RECEIVED INCORRECT ITEM/SIZE

Please contact our customer service team at shop@groundhog.co.uk if you believe you received a faulty product or received an incorrect item/size from us before returning at your own cost. If the item has been worn, the product must undergo inspection before a credit is made to your credit card. We will always request images of the faulty/incorrect item to verify the issue. Please contact us for further instructions on returning merchandise that you believe is suffering a problem. We are unable to credit back postage costs so please contact us before returning at your own cost. 

HOW DO I PROCESS AN EXCHANGE?

We do not currently offer exchanges for items you wish to return for a different item or size. If you wish to order a different pair or change the size of your product, we advise that you return the item to us and place an additional order to avoid delay and disappointment. Once we receive your return in our warehouse, please allow 2 weeks for a refund to be credited to your account. We do not credit for delivery costs incurred during your purchase.

IF YOU HAVE ANY FURTHER QUESTIONS PLEASE CONTACT CUSTOMER SERVICES AT SHOP@GROUNDHOG.CO.UK AND ONE OF OUR TEAM WILL BE HAPPY TO ASSIST YOU.