• We hope that you are delighted with your order, but if for some reason you are not, we have set out below a summary of your rights in the event that you wish to return a product.

• In order to return your online order to us, please print and complete our Returns Note which can be found here. Please enclose the note with your parcel and return to:

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The Grey Collection Ltd

Flat 12 Lynford French House

Thrush Street​

SE17 3AQ.

• Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us within 90 working days of delivery to you or you notifying us of cancellation. Please ensure that the returned parcel is properly sealed.

However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.

• If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution centre within 28 working days from delivery. You will receive email notification of your refund from our Customer Service Team.

If you have requested an exchange or replacement when ringing the Customer Services Team, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.

Please note: Only products purchased Online may be returned for refund or exchange. Online purchases cannot be returned at our stockist.

If you have any questions about returns, please contact us by phone on 07748 212 286.

Your cancellation rights  

• Please NOTE: Unless the goods are faulty, you will be required to arrange and pay for the cost of returning them to us. Please ensure you obtain a proof of postage when you do so (in case you need to show you have returned the goods, in the unlikely event that we do not receive the returned parcel). Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.

• If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within twenty eight (28) days of receiving your returned goods, provided that you have returned the goods to us within 28 working days of delivery to you or your notifying us of cancellation.

Refunds will only be made against the original credit/debit card used.  

• We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

• Your right to return goods does not apply to goods (i) made to your specification or (ii) which have been clearly personalised (eg by being engraved) or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.