Refund policy

Last updated 12 October 2026.

If a piece is not right, send it back within 30 days of the day it arrives and we will refund it. It needs to be unworn, with its tags on, in a condition we could sell it in again.

Cancellation period

You can cancel an order at any time before it is dispatched: email us with your order number and we refund it in full. After delivery, the Consumer Contracts Regulations give you 14 days from the day you receive your order to cancel it, and a further 14 days to send it back. Our 30-day return window is longer than that and sits on top of it, not instead of it.

Return procedure

  1. Email us at hello@orrellknitwear.com with your order number and which items you are sending back. We reply within one working day.
  2. We send you the return address and a return reference.
  3. Post the parcel back to us on a tracked service and keep the receipt. Until the parcel reaches us it is still your responsibility.

Return shipping costs

Return postage is paid by you, unless the item arrived damaged or faulty or we sent the wrong thing. In those cases we pay the return shipping costs.

Refund method and processing time

Once the parcel reaches us we check it and refund you within three working days. The refund goes to the original payment method you used; we do not refund in vouchers or store credit. Your bank may take a few days longer to show it.

We refund the price of the returned items. Delivery is free, so there is no delivery charge to refund. There is no restocking fee and nothing else is deducted.

Exchanges

We do not run exchanges as a separate process. Return the piece for a refund and place a new order for the size or colour you want, that way the size you want is held the moment you order it, rather than waiting on a parcel in the post.

Damaged, faulty or wrong items

If something arrives damaged or faulty, or is not what you ordered, email us within 30 days with a photograph. We pay the return postage and refund you in full.

Your legal rights

Nothing here affects your statutory rights, including your rights under the Consumer Rights Act 2015 if goods are faulty, not as described, or not fit for purpose.

Questions

Email hello@orrellknitwear.com. A person reads it and replies within one working day.