Buying

If you have any questions, please contact us prior to placing your order. If you are unsure as to the size, condition or any other aspect of the item being purchased, we will strive to offer clarity, to ensure that you will be fully satisfied with your order. Similarly, if postage options for your location are not listed at the checkout, please also get in touch.

Returns Policy

RETURNS & EXCHANGES

We hope and anticipate that you will be delighted with the goods you have purchased from us but with our returns and exchange policy you can feel confident in buying from us, knowing that you can return goods if they are not suitable in any way nor as you has expected.

Should you not be delighted with your purchase or if you need to return them for any reason, you are able to do so within 30 days of receipt. We are happy to offer you an exchange or if you wish a refund, provided that the goods are returned intact and in the same condition as when they were received, un-used, un-washed and in their original packaging with any garment tags still attached.

Please also note that in line with the United Kingdom’s Distance Selling Regulations 2000 you have the absolute right to cancel your order at any time up to the end of the fourteenth (14) working day following the day on which you received the goods. No reason for cancellation needs to be provided, and you have the right to a full refund of all charges if you return the goods within these timescales. Parcels are returned at your own cost. You may exercise this right in writing or by contacting us.

HOW TO RETURN GOODS

Please obtain a Returns Authorisation Number which can be done by contacting us. Please write this on your delivery note and include within your parcel to return to us. Once goods have been received all appropriate refunds will be applied as quickly as possible to your original method of payment; and within 5 days of goods being received. It can take 3 or 4 days after we have processed a refund payment for it to appear on your credit/debit card statement.

To ensure you will be credited in full, goods must be returned within the appropriate timescales, in perfect condition, un-used and un-washed and in the original packaging with any garment tags still attached. Please ensure that you also enclose your contact details in case we should need to be in touch regarding your return.

Address for Returns is:

POWDER GREY
4 The Avenue
Lauder
Scottish Borders
TD2 6TD

For your own security please ensure that you obtain proof of posting or despatch and obytain appropriate insurance cover as we cannot accept responsibility for goods lost or damaged in transit.

If it is easier, we can arrange to collect goods from you; we do reserve the right to charge for this service which may be deducted from any refund due. Should you wish to use this option then please contact us.

We do want you to be delighted with your order so it would help us to help you if you consider the following before purchase:

The product you are ordering is compatible with other furnishings. That the dimensions are correct and the product is fit for purpose. You are happy that the fabric and/or finish is correct for you. The delivery address requested can receive the product. Goods received back for return or exchange outside of these conditions may be accepted at the discretion of the company, refunds may then be made as a store credit.

Our returns policy does not affect your legal and statutory consumer rights.

Damaged or Faulty Goods

Should you receive damaged or faulty goods please contact us team within 48 hours of receipt of the goods and we will arrange collection of the goods. It would help us and also speed the process if you could email a photo of the damage or fault.

Do ensure that you return the damaged or faulty goods in the original packaging as you received them and our courier will collect or you can return to us and we will refund all reasonable charges.

Once we have received and inspected the goods, a refund including delivery charges, or replacement, will be arranged at our expense.

Returning Gifts

A gift can be returned in line with the standard policy within the conditions. However, we can only communicate with the person who placed the order and an email will be sent to them to confirm the exchange or refund; and refunds can only be made to the payment method used for the original purchase.

Returns from International Destinations

Items must be returned within 35 days of receipt and in accordance with the general terms as noted in our Returns Policy, and be un-used and in their original packaging. We will refund the price paid for the goods once they have been returned to our warehouse but shipping costs and any other duties or taxes cannot be refunded. This does not affect your legal and statutory rights as a consumer.

Delivery Notes & Customs

Please note that some items we sell are made to order and have a longer delivery time. In these cases this is specified within the product information. If an item is out of stock, you will be contacted with an estimated delivery date.

Note also that some heavier items have a higher delivery charge. This information is also stated on the product information page.

On occasions orders may incur additional delivery charges due to weight and size. On these occasions we will contact the customer directly regarding this.

Customs & Excise

Powder Grey is not liable for any customs charges made in the recipients countries. The customer is completely responsible for these charges. It has been known for deliveries to be affected by Customs & Excise delays in the final destination country from time to time.

We are a UK based website operating within the UK. All payments are processed in pounds Sterling (GBP).

International Payment

International credit card providers or banks outside of the UK will determine their own exchange rates and charges that you will be liable to pay. We have no control over such rates and charges and you should check with your issuing bank you should you have any such questions.

Our website shopping cart and Paypal automatically calculate whether VAT is due or not on your purchase and this will depend on the delivery address.

Any local import duties and taxes that may be due are the sole responsibility of the recipient of the goods.