refund policy

last updated: 24 June 2026

change-of-mind returns

UK, EU and Norway

you may cancel your purchase without giving a reason within 14 days after receiving your order.

email support@gentlenod.com within that period with your order number and a clear statement that you wish to cancel and return the item.

after contacting us, you must send the item back within a further 14 days. we will provide the correct return address and instructions. please do not return anything before contacting us.

you are responsible for the cost of return postage. we recommend using a tracked service and keeping proof of postage, as the item remains your responsibility until it reaches the return address.

you may try the garment on as you would in a shop. it must not be washed, damaged or worn beyond what is reasonably necessary to check its fit, nature and characteristics.

if handling beyond that has reduced the item’s value, we may make a reasonable deduction from the refund. this may include signs of wear, washing, marks, odours, damage or missing parts.

we will refund the amount paid for the returned item.

standard delivery is free for UK and EU orders, so there is no original standard delivery charge to refund.

for Norwegian orders, where the full order is cancelled under the statutory withdrawal right, we will also refund the standard delivery charge originally paid. any additional amount paid for an upgraded delivery service is not refundable beyond the cost of standard delivery.

refunds will be issued to the original payment method within 14 days after we receive the returned item or acceptable evidence that it has been sent back, whichever happens first.

all other countries

we do not voluntarily accept change-of-mind, sizing or unwanted-item returns from countries outside the UK, EU and Norway.

this does not restrict any mandatory consumer rights that apply in your country.

sizing returns

a garment that fits differently from expected is treated as a change-of-mind return unless the item is materially different from the measurements or description provided.

customers in the UK, EU and Norway may return an unsuitable size under the change-of-mind process above.

we cannot accept sizing returns from other countries unless required by applicable law.

measurements and product-specific fit notes are available on each product page and in our size guide.

damaged, faulty, misprinted or incorrect items

contact support@gentlenod.com as soon as possible if your item arrives damaged, faulty, misprinted or different from what you ordered.

for the quickest resolution, contact us within 30 days of receiving the order and include:

your order number
a description of the problem
clear photographs showing the issue

if the problem is a production or fulfilment error, we will arrange an appropriate replacement or refund.

a return is not normally required for a clear production error. if we do ask you to return the item, we will cover the reasonable return cost and provide the correct instructions.

the 30-day reporting request helps us resolve production problems promptly. it does not reduce any statutory rights you may have after that period.

items lost during delivery

contact us if tracking has stopped updating for several days, shows the parcel as delivered when it has not arrived, or the order is substantially overdue.

please report a missing order within 30 days after the estimated delivery date so that we can investigate it with the carrier and fulfilment provider.

incorrect or incomplete addresses

contact support@gentlenod.com immediately if you notice an error in your delivery address.

we will try to correct it before dispatch, but this may not be possible once production or fulfilment has begun.

if an order is returned because the address supplied at checkout was incorrect, incomplete or inaccessible, you will be responsible for the cost of sending it again.

this does not apply where the address error was caused by us.

cancellations before dispatch

production can begin shortly after an order is placed, so there is no guaranteed period in which an order can be changed or cancelled before dispatch.

contact support@gentlenod.com immediately and we will try to stop it.

being unable to stop production does not remove any statutory cancellation right available after delivery.