GRAYS 1922 Returns Policy

Return Policy

Return an item for a refund or exchange

You can arrange a return for an exchange or refund by clicking here 

We offer a Free UK returns service, overseas orders will be charged at cost.

Item Received Damaged or Faulty

If an item is received faulty please contact the office to report the fault immediately, the office will then arrange a replacement as soon as possible. If you have received a incorrect item please contact us to sort out the error.

Contact our customer service team by email ( or telephone (01543 732122) stating the damage or fault with the goods. Provide as much information as you can and if you are sending an email, if possible, send images of the damage or fault on the item.  

In the unusual event that a product fails (excluding normal wear and tear) including all stitching, zips, metalwork, handles or corners, within six months of purchase you can return it to us for repair, or in the event that it is unrepairable, a replacement. Once we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.

We aim to repair your item within two weeks of receiving it. Once the item is repaired we would then dispatch it back out to you.

Returns Form 

Information Required:

Full Name


Order Number

Whether you would like a refund or exchange

If you would like an exchange, the details of the product you would wish to exchange for

Reason for the return


When will my return be processed?

 We aim to process all returns within 5 working days of receipt, whether that is for a replacement or a refund.  

If a refund is issued please allow two working days for the amount to show on your account from the day the refund was issued. An email will be sent to you confirming that a refund has been processed.

If you have any questions regarding returns, please contact our customer service team:


Tel: 01543 732122



Open: Monday – Thursday 8:30am-5:00pm

Closed: Saturday – Sunday 


Return Address:


Grayson House

Lynn Lane


WS14 0DU