Returns & Exchanges

We want you to love every item you order. If something isn’t quite right, you can return it within 30 days of receiving your order, provided it is in its original condition.

How to Start a Return

You can easily initiate your return yourself through your customer account — there is no need to email us first.

1. Go to the homepage of our website.
2. Click the customer account icon in the website header and log in to your account.
3. Select the order you would like to return and follow the instructions to request your return.
4. Pack your item securely and follow the return instructions provided.

Please make sure you have your order number and proof of purchase available.

Returns sent without first being initiated through your customer account may not be accepted.

Return Conditions

To be eligible for a return, your item must:

• Be returned within 30 days of delivery
• Be unworn and unused
• Be unwashed
• Be in its original condition
• Have all original tags attached
• Be returned with its original packaging where applicable

We reserve the right to refuse returns that do not meet these conditions.

Made-to-Order Items

Our made-to-order pieces are crafted locally to reduce waste and overproduction.

Production typically takes 3–4 weeks, and we will keep you updated throughout the process.

Made-to-order items can be returned within 30 days of delivery, provided they are unworn, unwashed, in their original condition, and have all tags attached.

The same return process applies: simply log into your customer account through the account icon in the website header and initiate your return.

Exchanges

Need a different size or style?

The fastest way to get the item you want is to return your original item and place a new order for the replacement.

Once your original return has been received and approved, we will process your refund to your original payment method.

Exchanges are available for both ready-to-ship and made-to-order items, provided the item meets our return conditions.

Faulty or Incorrect Items

Please inspect your order when you receive it.

If your item is defective, damaged, or you have received the wrong item, please contact us at info@gundahafner.com as soon as possible, ideally within 14 days of delivery.

We will assess the issue and arrange an appropriate solution, such as a replacement or full refund.

Non-Returnable Items

Certain items cannot be returned for hygiene or other reasons. These may include:

• Hygiene-sensitive or personal care items where applicable
• Custom or personalised products
• Gift cards
• Items purchased as final sale or otherwise clearly marked as non-returnable

If you are unsure whether your item is eligible for return, please contact us at info@gundahafner.com before sending it back.

International Returns

For returns outside the UK, return shipping costs are the customer’s responsibility unless the item is faulty or we have sent you the wrong item.

We recommend using a tracked and insured shipping service and keeping your proof of postage until your return has been processed.

Please send international returns to:

Gunda Hafner Ltd
44 Norbiton Avenue
Kingston Upon Thames
KT1 3QR
United Kingdom

Please ensure that any required customs documentation is completed correctly to avoid unnecessary delays or charges.

Order Changes & Cancellations

If you need to change or cancel your order, please contact us at info@gundahafner.com as soon as possible.

We will do our best to accommodate your request, but once an order has entered production or has been shipped, changes or cancellations may no longer be possible.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow up to 10 working days for the refund to appear in your account, depending on your bank or payment provider.

European Union 14-Day Cooling-Off Period

If you are a consumer in the European Union, you may also have a statutory right to cancel your purchase within 14 days without giving a reason, in accordance with applicable EU consumer protection law.

This statutory right is separate from our voluntary 30-day return policy. Where applicable, your statutory rights remain unaffected by this policy.

Need Help?

If you have any questions about returns or exchanges, you can contact us at:

info@gundahafner.com