Returns & Refund Policy
We want you to love your purchase from Glaze & Gordon. However, if you've changed your mind about your purchase or something isn’t quite right, our Returns Portal makes returning or exchanging your item quick, easy, and cost-effective.
Our returns policy allows you to return or exchange items within 30 days of receiving your order. Please refer to the section below titled ‘Important’ for all return and refund conditions.
United Kingdom
The Easiest Way to Return or Exchange - Our Returns Portal
Start here: https://returnsportal.shop/glaze-&-gordon
We’ve partnered with Swap Commerce to offer favourable postal rates and a simple online returns process - making it the best and most secure way to send your items back to us.
How it works
1. Start Your Return: Click the link above to access our Returns Portal. Enter your order details, select your return or exchange option, and the system will generate your Royal Mail returns label. For faulty or incorrect items, you can still use the Returns Portal to log the issue and print a return label. If you experience any difficulties or have additional questions, please email us at hello@glazeandgordon.com and we’ll be happy to assist.
2. Prepare Your Parcel: Securely pack your item(s) with all labels attached and in their original packaging. Print the label (or use the QR code at your local Post Office) and attach it to your parcel.
3. Drop Off: Take the parcel to your nearest Post Office or arrange a Royal Mail collection (if available in your area). Once sent, you’ll receive tracking details and updates until your return reaches us.
Why use the portal?
- Lower postage and processing costs through our returns partner Swap Global
- Quick and convenient online setup
- Instant tracking and proof of return
- Faster processing once your parcel arrives
If you prefer not to use the portal or wish to use your own choice of postal service, you can still return your item manually to the following address:
Glaze & Gordon Returns, Compton Court, Sheep Walk Lane, Stourbridge,DY7 5LX
Please ensure ‘Sheep Walk Lane’ is included in the return address on the parcel.
International
The Easiest Way to Return or Exchange - Our Returns Portal
Start here: https://returnsportal.shop/glaze-&-gordon
We’ve partnered with Swap Commerce to offer favourable rates with FedEx and a simple online returns process - making it the best and most secure way to send your items back to us.
How it works
1. Start Your Return: Click the link above to access our Returns Portal. Enter your order details, select your return or exchange option, and the system will generate your FedEx returns label. For faulty or incorrect items, you can still use the Returns Portal to log the issue and print a return label. If you experience any difficulties or have additional questions, please email us at hello@glazeandgordon.com and we’ll be happy to assist.
2. Prepare Your Parcel: Securely pack your item(s) with all labels attached and in their original packaging. Print the label and attach it to your parcel.
3. Drop Off: Take the parcel to your nearest FedEx collection point. Once sent, you’ll receive tracking details and updates until your return reaches us.
Why use the portal?
- Lower postage and processing costs through our returns partner Swap Global
- Quick and convenient online setup
- Instant tracking and proof of return
- Faster processing once your parcel arrives
If you prefer not to use the portal or wish to use your own choice of courier, you can still return your item manually to the following address:
Glaze & Gordon Returns, Compton Court, Sheep Walk Lane, Stourbridge,DY7 5LX
Please ensure ‘Sheep Walk Lane’ is included in the return address on the parcel.
Important Information
Return & refund conditions:
- All items must be returned within 30 days of receiving your order, in an unworn and fully resaleable condition, with all the original packaging and tags present. Except for MDC stirrups, which are covered by a separate guarantee (see MDC product page for details).
- We do not accept returns or exchanges on Special Orders that we have specially made for you (the item will be marked “Special Order” when you place your order), and we will write to you when you order it to confirm size and other details.
- There are no additional shipping charges to send out exchange items. We will send the new item to your original shipping address unless specified otherwise. If out of stock, we will offer an alternative or a refund. You are responsible for your parcel until it reaches us. We cannot be held liable for any loss, damage, or tampering during transit if you choose to return items outside of our official Returns Portal. To ensure a smooth and quick process, we strongly recommend using the portal so your return is fully supported.
Returning for store credit rather than a refund:
If you choose to receive store credit in the portal instead of a refund, you’ll get a 5% bonus added to your credit, giving you more to spend on your next purchase.
Processing time:
Parcels may take a few days to arrive back with us. We advise allowing up to 14 working days for all exchanges or refunds to be processed. During busy periods, this process may take longer.
Tracking:
You can track your return using the provided tracking number and will receive an email confirmation when your refund or exchange is processed.