Shipping and returns policy

At Then & Now GB, we strive to provide the best shopping experience, ensuring your order is processed, shipped, and delivered in a timely and efficient manner. Please review our Shipping & Returns Policy carefully to understand how we handle shipping and returns.

1. Shipping Information

a. Shipping Methods and Rates
We offer various shipping options to suit your needs. Shipping rates are calculated at checkout based on your location, the weight of your order, and the shipping method you choose.

b. Domestic Shipping

  • Standard / Free Shipping: Estimated delivery time is roughly 7 to 14 business days.

c. International Shipping
We also offer international shipping to select countries. International shipping rates will vary based on the destination and weight of your order. Please note that international orders may be subject to customs duties and taxes, which are the responsibility of the customer.

d. Processing Time
Orders are typically processed within 2 business days. Orders placed on weekends or holidays will be processed on the next business day. You will receive a shipping confirmation email once your order has been dispatched.

e. Delivery Delays
While we make every effort to ensure timely delivery, please note that shipping times are estimates and may vary due to factors such as weather conditions, customs processing, or third-party carrier delays. We are not responsible for delays caused by circumstances outside of our control.

f. Address Accuracy
Please ensure that your shipping address is correct at the time of checkout. We are not responsible for lost or delayed shipments caused by inaccurate or incomplete address information. If you notice an error in your address after placing your order, please contact us immediately at support@thenandnowgb.co.uk to correct it before shipment.

2. Returns & Exchanges

We want you to be completely satisfied with your purchase. If for any reason you are not, we accept returns and exchanges according to the following guidelines.

a. Return Eligibility
To be eligible for a return or exchange, the following conditions must be met:

  • Items must be returned within 7 days of receiving your order.
  • Items must be unused, unworn, and in their original condition with all tags and packaging intact.
  • Sale or clearance items are not eligible for return or exchange unless they are defective or damaged.

b. How to Return an Item
If you would like to return an item, please follow these steps:

  1. Contact our customer service team at support@thenandnowgb.co.uk to request a Return Authorization (RA) number.
  2. Once your return is approved, we will provide instructions on how to ship the item back to us.
  3. Package the item securely in its original packaging, including the RA number, and send it to the address we provide.
  4. Return shipping costs are the responsibility of the customer, except in cases where we have made an error (e.g., sending the wrong item).

c. Exchanges
If you would like to exchange an item for a different size or color, please follow the same procedure as a return and specify the item you wish to exchange it for. If the requested exchange item is out of stock, we will notify you and offer a full refund instead.

d. Defective or Damaged Items
If your item is defective or damaged upon arrival, please contact us immediately at support@thenandnowgb.co.uk. We will arrange for a return and offer you a full refund or replacement at no additional cost. Please provide photographic evidence of the defect or damage when contacting us.

3. Refunds

a. Refund Process
Once we receive your returned item, we will inspect it to ensure it meets our return policy criteria. If your return is approved, we will process your refund within 2 business days. Refunds will be issued to the original payment method used at checkout.

b. Non-Refundable Charges
Please note that the following charges are non-refundable:

  • Original shipping fees (unless the return is due to our error or a defective item)
  • Customs duties and taxes for international orders

c. Partial Refunds
We reserve the right to issue a partial refund if the returned items are not in their original condition, are damaged, or have missing parts for reasons not due to our error.

4. Order Cancellations

a. Cancellation Requests
If you wish to cancel your order, please contact us as soon as possible at support@thenandnowgb.co.uk. Once an order has been shipped, we are unable to cancel it. In that case, you will need to follow our return process after receiving the item.

5. Sale and Clearance Items

Sale and clearance items are final sale and are not eligible for return or exchange unless they are defective or damaged upon receipt.

6. Lost or Stolen Packages

Once your order has been shipped and you receive a tracking number, it is your responsibility to track the delivery of your package. If your package is lost or stolen after delivery, please contact the carrier directly to resolve the issue. Then & Now GB is not responsible for lost or stolen packages once they have been confirmed as delivered by the carrier.

7. Shipping Restrictions

We reserve the right to restrict shipping to certain locations, including but not limited to PO Boxes, APO/FPO addresses, or certain international destinations.

8. Contact Us

If you have any questions or concerns about shipping, returns, or our policies, please don’t hesitate to contact us. Our customer support team is happy to assist you.

Then & Now GB
Email: support@thenandnowgb.co.uk