Refund policy
Returns & Exchanges
We hope you love your order from The Roofer’s Granddaughter. If something isn’t quite right, we’re here to help. Please read below for details on our returns and exchanges policy.
UK Customers
1. Return Window
Items delivered within the United Kingdom may be returned within 14 days of receipt.
2. Condition of Returned Items
To be eligible for a refund or exchange:
• Items must be unused, unworn, and in a sellable condition
• All original packaging, tags, and documentation must be included
• Returns that are damaged or missing components may not be accepted
3. Return Shipping
Customers are responsible for return shipping costs.
We do not offer pre-paid return labels.
We strongly recommend using a tracked shipping method and keeping proof of postage, as items remain the customer’s responsibility until they are received by us.
4. Refunds
Once your return has been received and inspected, we will notify you via email.
If approved, your refund will be issued to your original method of payment. Please allow a few business days for the refund to appear, depending on your bank or card provider.
5. Exchanges
If you’d like to exchange your item for a different size or style, please contact us at keeley@theroofersgranddaughter.com.
Customers are responsible for both return shipping and the shipping fee for the new item.
6. Damaged or Incorrect Items
If you receive a faulty or incorrect item, please get in touch with us immediately at keeley@theroofersgranddaughter.com. We’ll guide you through the next steps and may offer a replacement or refund depending on the issue.
7. Non-Returnable Items
Certain items are not eligible for return, including:
• Sale or clearance items (unless faulty)
• Pre-order items (see section 9)
Please refer to individual product listings for specific return eligibility.
8. Return Address
Please send all returns to:
The Roofer’s Granddaughter
1 Snitton Gate
Ludlow, Shropshire
SY8 3JX
United Kingdom
Include your order number, name, and contact details inside the package.
Please also email us at keeley@theroofersgranddaughter.com to let us know your return is on its way.
9. Pre-order Items
Pre-order items are made to order and therefore non-refundable.
However, we are happy to offer an exchange or store credit if the item is unsuitable.
10. Need Help?
For any questions or assistance, email us at keeley@theroofersgranddaughter.com. We’re always happy to help.
International Customers
While we do not accept returns on orders shipped outside the UK, we want to ensure you’re happy with your purchase. That’s why we offer exchanges on eligible international orders.
How It Works
To request an exchange, email us at keeley@theroofersgranddaughter.com within 14 days of receiving your order.
Eligibility Criteria
Your item must be:
• Unworn, unused, and in its original condition
• Returned in the original packaging
Shipping Responsibility
Return shipping costs are the responsibility of the customer.
We strongly recommend using a tracked and insured shipping service, as items remain your responsibility until they reach us.
We cannot accept liability for items lost, delayed, or damaged in transit.
Important Customs Information
To avoid unnecessary customs charges on your return:
• Remove the original customs documents from the package
• Complete and attach new customs forms clearly stating “Return of Goods”
Failure to do so may result in customs duties or delays, which could prevent us from accepting your parcel.
Return Address
The Roofer’s Granddaughter
1 Snitton Gate
Ludlow, Shropshire
SY8 3JX
United Kingdom
Exchange Processing
Once we receive and inspect your item, we’ll confirm the exchange and dispatch your new item.
Duties & Taxes
Please note:
Any duties or taxes paid on your original delivery are non-refundable by us.
You may contact your local customs authority to request a refund for those charges.
Questions?
If you need help at any stage, don’t hesitate to reach out to keeley@theroofersgranddaughter.com.