Refunds & exchanges
Every GOOSEBUMP piece is cut, stitched and embroidered after you order. Nothing sits in stock. That changes how returns work — and we'd rather be honest about it up front than surprise you later.
The five scenarios
Bespoke / made-to-order
Because we make each piece to your size and colour, the standard 14-day cooling-off period does not apply. This is the rule under Consumer Contracts Regulations 2013, §28(1)(b) for goods made to your specification.
Faulty piece on arrival
Missed stitch, broken zip, damaged fabric, embroidery error — anything that is not as described. Your statutory right under the Consumer Rights Act 2015. Email photos within 30 days of delivery.
Wrong design or colour
If we shipped the wrong design, wrong colourway, or the embroidery isn't on the piece you ordered — that's on us. Email photos within 14 days.
We sent the wrong size
If the label shows a different size to the one you ordered, we cover the cost of return and replacement.
You ordered the wrong size
You may exchange once for a different size within 14 days of delivery. The piece must come back unworn, unwashed, with all tags. You cover the return postage; we cover the replacement shipping.
Carrier issue
UK orders are 2–4 working days; international 7–14. If your tracking shows nothing after delivery day +10, email us and we'll investigate with the carrier and replace if confirmed lost.
How to start any of the above
Use the right form so it goes to the right person:
What we cannot accept
- Change-of-mind returns (final sale on bespoke goods)
- Items returned beyond 14 days from delivery
- Items showing signs of wear, washing or alteration
- Pieces purchased with a discount code or during sale (statutory rights still apply for genuine defects — but no goodwill returns)
- Gift cards, digital products, care-kit items
How we handle the refund itself
Approved refunds go back to the original payment method within 5–10 working days of us approving the return. We email a confirmation when it leaves our side.
Your statutory rights are unaffected
Nothing on this page reduces your rights under the Consumer Rights Act 2015 for faulty or misdescribed goods. If anything here conflicts with the law, the law wins.
Last updated · April 2026