Returns & Refunds
At DK Glovesheets, we want you to be completely satisfied with your purchase. If something isn’t quite right, we’re here to help.
To begin a return for an eligible website order, please use our Royal Mail Returns Portal. If you are unable to access the portal, please contact us and we will be happy to assist.
Orders Purchased Through Amazon or Other Marketplaces
This Returns & Refunds Policy applies only to purchases made directly through the DK Glovesheets website.
Orders purchased through Amazon, eBay, Etsy or any other third-party marketplace must be returned through the platform on which they were purchased and are subject to that platform’s returns procedures, policies and timescales.
If You Change Your Mind
If you have purchased in error, changed your mind, or no longer require your item, we will accept returns received within 30 days of delivery.
If more than 30 days have passed since delivery, we may be unable to offer a refund or exchange.
To be eligible for a return:
- The item must be unused and unwashed.
- The item must be in the same condition in which it was received.
- The item should be returned in its original packaging where possible.
- The item must be in a resaleable condition.
Website orders should be returned using our Royal Mail Returns Portal, which validates your order number automatically.
Once your return has been received and inspected, we will notify you by email that we have received the item. We will also notify you whether your refund has been approved.
If approved, your refund will be processed to the original payment method. Refunds are normally issued within 14 days of receiving and inspecting the returned goods, although your bank or card provider may take additional time to process the refund.
For returns made due to a change of mind, the cost of the Royal Mail return label generated through our Returns Portal will be deducted from your refund.
Original delivery charges are non-refundable except where required by law.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, develops a manufacturing fault, or we have supplied the wrong item, please contact us as soon as possible.
Where a product is found to be faulty, damaged or supplied incorrectly:
- Return postage will be covered by DK Glovesheets.
- A prepaid Royal Mail return label will be provided.
- You may be offered a replacement, exchange, repair or refund as appropriate.
- Your statutory rights are unaffected.
We may request photographs or additional information to help assess the issue and resolve it as quickly as possible.
Exchanges & Repairs
We will exchange faulty items where it is clear that the issue is manufacturing-related and has not been caused by accidental damage, misuse, improper care or failure to follow the supplied care instructions.
We are confident in the quality of our products, and if an item fails under normal use and in accordance with the care instructions, we may, at our discretion, offer a repair where practical.
If you would like us to assess a repair, please send:
- A photograph of the damage.
- A photograph of the care label.
- Your order confirmation or invoice details.
We will then advise whether a repair is possible.
Bedding & Hygiene Products
For health, hygiene and safety reasons, we reserve the right to refuse returns of products that have been used, washed, stained, soiled, damaged after delivery, or are otherwise unsuitable for resale.
This does not affect your rights in relation to faulty goods.
Bespoke, Personalised & Made-to-Order Products
Bespoke, personalised, made-to-order and custom-manufactured products cannot be cancelled, returned or exchanged once manufacture has commenced unless they are faulty, damaged or supplied incorrectly.
If you believe a bespoke item is faulty, please contact us and we will investigate promptly.
Sale, Clearance & Seconds Items
Sale, clearance and discontinued products may be returned in accordance with this Returns Policy and your statutory rights.
From time to time we may offer discounted “seconds” products. These items are sold with disclosed cosmetic imperfections and are excluded from return for those stated imperfections.
This does not affect your rights if a product develops an unrelated fault.
Bundle Offers & Free Gifts
If returned items formed part of a promotional offer, bundle discount or qualifying purchase, we reserve the right to recalculate the value of the remaining items in the order.
If the returned items reduce the remaining order value below the qualification threshold for a bundle discount, multibuy promotion or free gift offer, the discount may be removed when calculating the refund.
Where a free gift was included as part of a qualifying purchase and the return reduces the order value below the required threshold, the free gift must also be returned.
If the free gift is not returned, we reserve the right to deduct the current selling price of the gift from any refund issued.
International Returns
Customers outside the United Kingdom may return eligible items under this policy.
Unless the item is faulty, damaged or supplied incorrectly:
- Return shipping costs are the responsibility of the customer.
- Customs duties, taxes, VAT, GST, import fees and handling charges are non-refundable by DK Glovesheets.
- Any costs associated with returning goods internationally remain the responsibility of the customer.
Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account again.
- Contact your card issuer, as refunds can take time to appear.
- Contact your bank, as processing times vary between institutions.
If you have completed the above steps and still have not received your refund, please contact us at orders@dkglovesheets.co.uk.
Holiday Closures
During Christmas, annual workshop shutdowns, public holidays or other advertised closure periods, returns processing and refunds may take longer than usual.
Where possible, details of planned closures will be published on our website in advance.
Our Promise
We’re a family-run British manufacturer and believe in treating customers fairly. If we’ve made a mistake, we’ll put it right. If you’ve simply changed your mind, we’ll make the return process as straightforward and affordable as possible.
If you have any questions, please contact our team and we’ll be happy to help.