Refund policy

We want you to be happy with what you ordered from Narrowdale. If something is not right, this page explains how returns and refunds work.

Return window

You have 30 days from the day your order is delivered to request a return. Requests made after that window has closed cannot be accepted.

Condition of returned items

To be eligible, items must come back unworn, unused and unwashed, in original condition, with all tags attached and in their original packaging. Anything showing signs of wear, washing or damage caused after delivery cannot be returned.

You are welcome to handle an item the way you would in a shop, to check it is what you wanted. If something comes back with a loss of value beyond that, we may reduce what we give back to reflect it, and we will tell you before we process anything.

How to start a return

Email us at support@narrowdale.com with your order number and the item or items you want to send back. We will reply with return instructions and the correct return address.

Please do not post anything back before you contact us, and do not use the address printed on your parcel. Our returns warehouse is overseas and cannot identify parcels that arrive unannounced, which means we cannot refund what we cannot trace. Use only the address we give you.

Return shipping costs

On change of mind returns, the cost of getting the item back to us is yours. Our returns warehouse is overseas, so factor that in before you order rather than after. Use a tracked service, because the item stays your responsibility until it reaches us.

If your item arrived faulty, damaged or incorrect, we cover the return shipping. There are no restocking fees on any return, and shipping out to you is free on every order.

What you get back

Approved change of mind returns are issued as store credit to the value of the returned items. We do not refund change of mind returns to your original payment method.

Store credit works on any future order and lasts 12 months from the day it is issued, except where the law in your state requires longer or does not allow it to expire, in which case that law applies.

Faulty, damaged or incorrect items

If your order turns up faulty, damaged in transit, or is simply not what you ordered, email support@narrowdale.com with your order number and a photograph. Tell us within 30 days of delivery.

You are entitled to a replacement or a full refund to your original payment method, and the choice is yours. We usually offer the replacement first so you end up with the thing you wanted, but take the refund if you would rather, or if we cannot replace it. We cover the cost of getting it back to us.

A genuine manufacturing fault can appear later than 30 days. Contact us if it does. Depending on the item, how long you have had it and what has gone wrong, you may be entitled to a repair, a replacement or a partial refund. Where a genuine fault exists your legal rights continue for as long as the law of your state allows, and nothing here shortens them.

A fault means a genuine defect in materials, manufacture or function. It does not cover normal wear and tear, accidental damage, misuse, or a product ageing through ordinary use.

Timings

Once your return reaches us we inspect it and email you the outcome. Approved store credit and approved refunds are both issued within 14 days of us receiving and checking the item.

Where a refund goes back to your original payment method, your bank or card issuer may take a further few business days to show it on your statement. That last step sits with them rather than with us.

Returns that do not meet the conditions

If a change of mind return arrives in a state that fails the condition rules above, we will contact you. You can ask us to send it back at your cost. If we have not heard from you within 14 days of telling you, the item is treated as abandoned.

Items that cannot be returned

Anything sold sealed for hygiene reasons cannot be returned for a change of mind once the seal is broken or the item has been tried on. Sealed and unopened, it goes back under the normal rules.

This exclusion never applies to faulty or incorrect items. Those are covered above with no exceptions.

Exchanges

We do not offer direct exchanges. The quickest way to change an item, for a different size for example, is to return the original for store credit and place a new order. Email us before you reorder if you would like help with sizing and we will talk it through.

Your statutory rights

Nothing on this page removes any statutory right you have under the law that applies to you. Where your local law gives you something stronger than this policy offers, that law applies.

Contact us

Any questions about a return, a refund or a problem with an order, reach us at support@narrowdale.com or +44 7537 184838, Monday to Friday, 9:00 AM to 6:00 PM UK time. We answer every enquiry within 1 to 2 business days.

Narrowdale, 22 The Moorlands, Metheringham, Lincoln LN4 3HX, United Kingdom