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Standard Returns Policy
If you change your mind about an off-the-shelf, non-customised item, we offer a very simple returns policy. Please check the guidelines below and then simply post the item back to us with RETURNS and your order number clearly labelled on the outside of the packaging, e.g. 'RETURNS #GTN-1000'.
Please post all returns to our distribution office:
c/o Green Snow Online Ltd
Mortimers Industrial Estate
Please make sure that:
Please make sure that items are not visibly worn, damaged or marked in any way that makes the item unsaleable. The customer is responsible for returning an item to us, so please make sure you take adequate steps to ensure the security of goods during transit. We cannot be held responsible for an exchange or refund if these steps are not taken. All items must be returned with the relevant swing tags, labels, branding and accompanying marketing material. Occasionally we may offer free items with your purchase - if you return an item for a refund any free item or items must be returned at the same time.
If you'd like to return outside of the 30-day timeframe or if your return does not meet the criteria outline above, please contact us and we'll do our best to assist.
Refunds and Store Credit
When you return an item you will get a refund to the original payment method e.g. card, PayPal gift card, etc. Please be aware this can take up to 5 working days depending on your bank.
If you wish to change the size of colour of a product, simply place a new order for what you need and return the original item to us for a full refund. Please refer to our Standard Product Returns instructions for how to return your item.
Faulty or Damaged Orders
If you believe an item in your order to be faulty you may be entitled to a full refund providing that:
Return postage costs will be reimbursed to an equivalent courier charge of our choosing. If we can confirm that there was a fault present when we originally despatched your order you will be entitled to either a replacement or full refund (chosen by us), including postage charges via your original payment method.
If you receive your parcel in poor or damaged condition or have items missing you must keep all outer packaging so that the courier can collect the box for their own investigation. Any damaged boxes must be signed for as 'damaged' on delivery. Where possible sign with the word 'damaged + your name' in the signature box. You may be asked to send us photos of the damaged packaging and/or product. Photographic evidence helps us ensure the issue is dealt with quickly.
If you changed your mind once you have placed an order and have not yet received your goods you may be able to cancel. We need written confirmation of cancellation from you, so you'll need to get in touch with us quoting your order number as soon as possible.
If you have already received your order, you will need to follow the usual returns process.
Please be aware that all international customers are responsible for the costs in sending items back to us. It is important that you label the parcel as a, 'return to original sender' as this will ensure there are no customs duties to pay. If this is not marked properly the parcel will be returned to you to be resent correctly.
We do not offer exchanges to international customers. If you wish to change an item, you will need to return all items in your order back to us for a refund and place a new order.