Refund policy

Returns and Refund Policy

At Gattrell Brown we take pride in every pair we make. Your satisfaction matters to us and we will always do the right thing.

Hygiene Policy

For health and hygiene reasons we are unable to accept returns or issue refunds on underwear that has been removed from its original packaging or tried on. This is in line with the UK Consumer Contracts Regulations 2013 which includes a hygiene exemption for intimate garments. If your item remains in its original unopened packaging please contact us within 14 days of delivery and we will be happy to help.

Faulty or Incorrect Items

If your order arrives damaged, faulty or different from what you ordered we will issue a full refund or send a replacement immediately. Simply contact us at support@gattrellbrown.com within 30 days of delivery with your order number and a photo of the issue and we will sort it without any fuss.

Refund Processing

Once a refund has been approved it will be processed back to your original payment method within up to 14 working days.

Contact Us

Email: support@gattrellbrown.com

We aim to respond to all enquiries within 24 hours. We are a small independent brand and we genuinely care about every customer. If something is not right we want to know about it and we will make it right.