Delivery and Returns

Delivery

IMPORTANT UPDATE:
Due to the evolving global COVID-19 situation and local delivery restrictions across many countries, courier lead times may be impacted.
 For the more information see our updates page.

Our fulfilment centre staff are working hard to process orders whilst maintaining social distancing, in line with the latest government guidelines. This combined with the high volume of orders we are experiencing may result in a slight delay in the shipping of orders.

We will endeavour to process and dispatch orders placed on Monday-Friday (excluding bank holidays) within 10 days. This means that deliveries may currently take up to 14 days to arrive after ordering.

You will receive tracking information and updates for your order once it has been collected by the courier. If you have not received your tracking information 14 working days after ordering please contact our Customer Service Team who will be able to assist you.

Delivery costs are calculated at checkout - please enter your postcode into the shipping rates calculator.

FREE STANDARD DELIVERY ON ALL UK ORDERS (IRELAND OVER £70).

UK Standard Delivery

  • 3-5 working days

Ireland Standard Delivery

  • 3-5 working days

European

  • International Signed - 2-7 working days from dispatch.

International

  • International Signed - 3-5 working days from dispatch.

International delivery costs are calculated at checkout. The delivery cost does not include customs duty, local taxes and handling charges.

Please be aware orders outside the EU may be subject to customs inspection which could delay delivery.

If you have any queries, please use Live Chat (Monday-Friday, 9am-4pm). Outside of office hours, please get in touch with our customer service team and we’ll get back to you as soon as we can.

For all bulk orders and trade enquiries please contact orders@dryrobe.com  (Monday-Friday, 9am-4pm).

Returns

We hope that you are happy with your purchase from us but understand if you need to return your items.  We can offer a refund on items returned in an unworn condition with the tags intact within 28 days of delivery. Refunds exclude any shipping fees including return postage (with the exception of exchanges, see below for details). Proof of purchase must be available for us to process a refund. Any items received in a non-sellable condition will not be accepted.

Please ensure that you return the items to us folded and in their original packaging. We recommend that items are returned to us using a trackable, signed-for, delivery service and that you insure your return for the value of the product.

If you have received an item as a gift, you may still send it back to us but we will need the original order details, and can only issue a refund to the original purchaser. If you're unsure just get in touch with our customer service team.

Please send your returns to the below address:

dryrobe® Returns
Davies Turner & Co Ltd
Western Freight Terminal
Fifth Way, Avonmouth
Bristol
BS11 8DT
United Kingdom

Click here to download a copy of the returns form.

Refunds can take 10 working days to process so please allow 10 working days from the date we received your parcel before getting in touch. If you haven't received your refund within 2 weeks, then please do contact Customer Service

Please note, PayPal transactions can take up to 24 hours and credit/debit cards may take up to 5 workings days to clear into your account, once a refund has been made.

Embroidered dryrobes are not returnable unless faulty.

International Returns

Any customs duties, local sales taxes and handling charges are non refundable.

Exchanges

We understand that you may wish to swap your item for a different size or colour, and whilst we don't offer direct exchanges, please return the item(s) you don't wish to keep using the returns slip enclosed with your order and we will issue a refund against your original payment method once received. If you wish to receive a different size, colour or item, you'll need to place a new order via the website. It is your choice whether you reorder straight away or wait until you have received your refund before placing the new order. 

We can offer a reimbursement on your return postage fee* if you place a new order with us. To receive the reimbursement, please send your proof of postage to Customer Services, along with your new order number, and we will contact you to arrange this. (*UK returns only. All international customers are responsible for their own return postage fees).

Faulty or damaged

In the unlikely event you have received a defective item, please get in touch with our customer service team with the following information:

  • Your order number.
  • Which item is damaged/faulty.
  • A description.
  • Photographic evidence.

If your parcel has been damaged upon delivery, please take a photograph and send it straight to our customer service team

All claims for parcels arriving damaged must be made within 7 days of the delivery date.

Unless proof of damage has been verified by a member of the customer service team, we cannot action a refund, credit or replacement.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified immediately.

Please do not return any damaged goods unless advised by a member of our customer service team, it may result in a slower resolution time. 

If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in.  

None of the above terms affect your statutory rights or your rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 when goods are faulty or incorrectly supplied. If you have any concerns please do not hesitate to contact our customer service team

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