Returns & Exchanges
We want you to be satisfied with your purchase from Dana Gray, but know that sometimes when buying online you just can't tell whether you've made the right purchase until you you hold it in your hands, so it's fine to change your mind.
Please make sure you adhere to the following conditions in order for us to process your return or exchange as quickly as possible:
Any request for a return or exchange must be made within 14 days of receipt. Please email: firstname.lastname@example.org
All items must be unworn and in their original packaging with all labels attached.
The manufacturer's packaging is considered part of the product - please do not damage or deface branded boxes/packaging.
Please note we can not refund products that have been used, worn, damaged or altered in any way, which includes creasing of prints.
We reserve the right to refuse returns of items when they do not meet the conditions set out above.
Please note that we are not responsible for return postage so we recommend that you obtain proof of postage or for high value items, we would also advise that you use registered post (not special delivery). We will not grant a refund or exchange on any product that fails to reach us. Original and return postage is non-refundable unless incorrect item was sent in error, in which case we will refund return postage if you email a copy of your receipt to email@example.com.
We will process your refund within 10 days of receiving your parcel. You will be credited for your returned items via your original method of payment.
If you wish to exchange an item we recommend you contact us on firstname.lastname@example.org as soon as possible to check whether the item you require is in stock. We will then hold this for you for 7 days so please ensure your item is returned by then. You will need to return the items you wish to exchange to us ( see details above)
If we do not have the exchange item available you will be credited for your returned items via your original method of payment once they arrive back to us.
Pop a copy of your packing slip or a note with your name, order number and phone number in the packaging so we can identify where it has came from and contact you if necessary.
Return your item/s within 14 days of receipt (provided the item is current stock/not in the sale and is in unused, perfect condition and in its original packaging. If it's a sale item it must be within 10 days).
We try to check all items prior to dispatch, but should an item arrive faulty or damaged, please let us know immediately (within 24 hours of receipt), and we will work out the best way to rectify it. Please send a photograph of the damage as soon as possible.
Occasionally we do get it wrong - we're only human! If we have sent you the wrong item please let us know asap.
If you pay the postage on the faulty item you are sending back, you must agree the cost with us before returning if you would like to be reimbursed.