Returns and refunds

Your right to cancel (14 days)

If you change your mind, you can cancel your order and get a refund. You have 14 days from the day you receive your order to tell us you want to cancel, and then a further 14 days to send the items back to us.

To cancel, email [email protected] with your order number and the items you want to return. You can use any clear wording. There is no form you have to use.

Custom and personalised items cannot be cancelled once we have started making them, because they are made to your specification (this exception is in regulation 28 of the Consumer Contracts Regulations). This covers any item with custom embroidery text, and any item made from a design you have chosen or supplied. Your product page and checkout will say so before you pay. If there is a mistake in how we made it, see “Faulty or wrong items” below, which always applies.

Sending items back

Items must be returned unworn, unwashed, with tags attached, in a condition we can resell. You may try an item on as you would in a shop. If it comes back worn, washed or damaged, we may deduct an amount for the loss in value.
You arrange and pay for sending it back (unless it is faulty or wrong; see below). Please use a tracked service. We cannot be responsible for items lost on their way to us.
Email us first at [email protected] with your order number and we will send you the returns address. Put your order number inside the parcel.
If you are outside the UK, mark the parcel as “returned goods” so it is not charged import duty on arrival. Any duty or tax you paid when we sent it to you is not something we can refund, but you may be able to reclaim it from your customs authority.

Your refund

We refund you within 14 days of receiving the items back (or of you giving us proof of postage, if that is earlier). We refund to the card or account you paid with.
We refund the price you paid and the standard delivery cost you paid for the original order. If you chose a more expensive delivery option than our cheapest standard one, we refund up to the standard cost.
Sale items can be cancelled in the same way as full-price items.
If you cancel only part of an order, we refund only those items (and delivery, if the whole order is cancelled).

Faulty or wrong items

Your legal rights are not affected by anything on this page.

If an item is faulty, not as described, or not what you ordered, you can reject it within 30 days of delivery for a full refund, including the delivery cost and the cost of sending it back.
After 30 days, you can ask us for a repair or replacement. If we cannot fix it within a reasonable time, you can ask for a refund, or a price reduction.
If a fault shows up in the first 6 months, we presume it was there when the item was delivered, unless we can show otherwise.
Tell us as soon as you can, with a photo, at [email protected]. We will arrange the return and pay for it.

Exchanges

We are happy to exchange a size or colour where stock allows, within the same 14 days. Email us the order number and the size you want. You arrange and pay for sending the original item back, and once we receive it we post your replacement to you free of charge.

Contact

Double Trouble Gang Pty Ltd, 45 Henley Road, Norwich, NR2 3NL. [email protected].