Returns and Refunds
Returns and Refunds
We want you to love your new coat, jacket or gilet. If something is not quite right, this page explains how to return it and get your money back.
Your Right to Cancel
If you change your mind, you can cancel your order within 14 days of the day you receive your items, without giving a reason. This is your legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To cancel, simply let us know by email at info@gorivexil.com within that 14 day period, including your order number and the items you wish to return. Once you have told us, you then have a further 14 days to send the items back to us.
Before You Return Anything
Choosing the right size
Each product page includes a size guide. If you are unsure between two sizes, email us before you order and we will gladly help.
Trying items on
Please try your outerwear on indoors, on a clean surface, and keep all labels and tags attached until you are sure you want to keep it.
Condition of returned items
Items should be returned unworn, unwashed and in their original condition, with all labels and tags attached and, where possible, in their original packaging. You are welcome to handle and try on items as you would in a shop. If an item has been worn, washed or damaged beyond what is needed to check it, we may reduce your refund to reflect the loss in value.
How to Return an Item
1. Email us at info@gorivexil.com with your order number and the items you would like to return.
2. We will reply with our returns address and any further instructions.
3. Pack your items securely and include your order number or a copy of your delivery note.
4. Send your parcel back to us using a tracked service and keep your proof of postage until your refund has been processed.
Please send each order back separately. Returns are normally checked within 3 to 6 business days of reaching us, or up to 10 business days if an item arrives damaged or needs further inspection.
Return Delivery Costs
If you are returning an item because you have changed your mind, the cost of sending it back to us is your responsibility.
If your item is faulty, damaged or not what you ordered, we will cover the cost of the return in full.
Refunds
Once we have received and checked your return, we will email you to confirm your refund. Refunds are issued to your original payment method within 14 days of us receiving the items back, or within 14 days of you providing proof that you have sent them, whichever is sooner.
Your refund will include the price of the returned items. If you are returning your whole order, we will also refund the standard delivery cost you originally paid. If you chose Insured Express Delivery, we will refund the equivalent of our standard delivery charge, which is free, so the £2.95 express charge is not refundable when you change your mind.
Depending on your bank or card provider, it may take a few extra days for the money to show in your account. If you have not received your refund after this time, please contact us at info@gorivexil.com.
Store Credit
If you prefer, we can issue store credit for the value of your return instead of a refund. Just let us know when you contact us.
Exchanges
If you would like a different size or colour, the quickest way is to return your original item for a refund and place a new order. Alternatively, email us with your order number and the item you would like instead, and if it is in stock we will arrange the exchange for you.
Faulty or Incorrect Items
Under the Consumer Rights Act 2015, the items we sell must be of satisfactory quality, fit for purpose and as described.
If your item is faulty, you have the right to reject it and receive a full refund within 30 days of delivery. After 30 days, you are entitled to a repair or replacement, and if that is not possible or does not solve the problem, a refund. Your rights for faulty goods last up to six years in England and Wales.
If you receive a faulty, damaged or incorrect item, please email us at info@gorivexil.com as soon as possible with your order number, a short description of the problem and a photo. We will put it right at no cost to you.
Items We Cannot Accept for Return
The right to cancel does not apply to items that have been made to your personal specifications or clearly personalised. This does not affect your rights if an item is faulty.
Questions
If you have any questions about returns or refunds, please contact us:
Email: info@gorivexil.com
Phone: +44 7546 662042