Returns policy

We have a 30-day returns policy, which means you have 30 days after receiving your item to request a return.

For returns made under our 30-day returns policy, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need your receipt or proof of purchase.

To request a return, please log in to your TEN OF CLUBS account and select the item you’d like to return and your reason for doing so.

Alternatively, you can email us at collective@tenofclubs.co.uk or use our contact form.

Please wait for your return to be approved and for us to provide return instructions before sending anything back to us. Items returned without first requesting a return may not be accepted.

Returns should be sent to:

TEN OF CLUBS
Bloxham Mill Business Centre
Bloxham
Banbury
OX15 4FF
United Kingdom

RETURN SHIPPING

If you’re returning an item because you’ve changed your mind, ordered the wrong size or no longer want it, you are responsible for the cost of returning it to us.

If your item is faulty, damaged or incorrect, please don’t arrange return postage yourself. Contact us first and, where a return is required, we’ll provide return instructions and cover the reasonable cost of returning it to us.

We recommend using a tracked service when arranging your own return, as the item remains your responsibility until it reaches us.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order when it arrives and contact us as soon as possible if an item is faulty or damaged, or if you’ve received the wrong item.

We’ll assess the problem and put things right. Depending on the circumstances, this may mean a replacement, refund or another appropriate solution.

Nothing in this policy affects your statutory rights.

EXCEPTIONS

Certain items cannot be returned under our 30-day returns policy, including gift cards and items made or personalised specifically for you, unless they are faulty or your statutory rights otherwise apply.

If you’re unsure whether an item can be returned, please contact us before sending it back.

Sale items are covered by the same 30-day returns policy as full-price items.

EXCHANGES

The quickest way to get a different size or item is to return the item you already have and, once your return has been accepted, place a new order for the replacement.

UK & EU CANCELLATION RIGHTS

If you’re a consumer in the UK or European Union buying online, you normally have a legal right to cancel an eligible purchase within 14 days of receiving your goods, without giving a reason.

After telling us that you wish to cancel, you then normally have a further 14 days to return the goods.

Our 30-day returns policy gives you additional time to request a return, but does not replace or restrict your statutory rights.

If you exercise your statutory right to cancel an entire order, we’ll refund the price paid for the goods and the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, the additional delivery cost is not refundable.

Unless the goods are faulty, damaged or incorrect, you are responsible for the cost of returning them to us.

You may inspect goods as you would in a shop. However, where permitted by law, we may make a deduction from your refund if the value of the goods has been reduced by handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Some goods are excluded from statutory cancellation rights, including certain personalised products and sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

The precise rights available to you depend on where you live, and nothing in this policy limits any statutory consumer rights that apply to your purchase.

INTERNATIONAL RETURNS

International returns follow the same process as UK returns. Please request your return through your TEN OF CLUBS account, by email or through our contact form, and wait for return instructions before sending anything back.

Duties, taxes and other import charges may be treated differently when a refund is processed. Any statutory consumer rights that apply in your country or region remain unaffected.

REFUNDS

Once we receive and inspect your return, we’ll let you know whether your refund has been approved.

Approved refunds will be made to your original payment method. We’ll process your refund without undue delay and within any applicable statutory time limits. Please remember that your bank or card provider may take additional time to process the refund after we’ve issued it.

For returns made under our additional 30-day returns policy, outside any applicable statutory cancellation period, original delivery charges are not refundable unless the item is faulty, damaged or incorrect, or we have agreed otherwise.

If you return only part of an order, the original delivery charge will not normally be refunded.

If your order qualified for free delivery, there is of course no original delivery charge to refund.

You can contact us with any questions about a return at collective@tenofclubs.co.uk or through our contact form.