RETURNS
RETURNS POLICY
If you are in the UK we are happy to offer an exchange or refund which ever may be preferable. For the rest of the world we will process a refund on any unsuitable items within 60 days of receipt, provided they are unworn, unwashed and in resale-able condition, with all original labels and swing tickets attached. Refunds exclude all shipping costs. Exchanges are only offered for customers within the UK for the same style in a different size or colour.
If you are outside of the UK and wish to exchange we ask that you request a refund and place a new order for the new item.
UK EXCHANGES MUST BE THE SAME PRODUCT
If you wish to receive another item please place a new order and return the unwanted item for a full refund.
If you wish to exchange and are within the UK please email returns@stanray.com.
HOW TO RETURN YOUR ITEM(S)
- Visit our returns portal
- Package up your return items securely, print off the provided label and post the parcel back to us using DHL. Please call DHL to arrange a convenient pick up for yourselves.
Please note that the return shipping cost will be deducted from any refund due and the original shipping will not be refunded. If you have paid taxes and duties these will also not be refunded and need to be reclaimed by yourself through your local tax authority.
ALTERNATIVE CARRIERS AND OTHER REASONS
If you wish to use your own carrier or have a more complex return you will not be able to use our returns portal so please email us returns@stanray.com. Please note any returns using your own carrier you are responsible for the cost or loss of package. If you are using your own carrier please provide your return accompanied by a note with your order number with an R on the end (example: 23456R) and use the below address.
Stan Ray Europe
- We process returns within 3 -5 working days and will confirm when your refund or exchange (UK only) has been processed by email.
- Unfortunately, we are unable to offer a free returns service at this time, but we do ship any exchange items in the UK free of charge.
Please contact returns@stanray.com if you have any questions or need further help.
Please note emails are answered between the hours of 9am to 5pm (GMT) Monday to Friday. If you email outside of these hours or over the weekend your email will be answered the following working day. Emails received over the weekend will receive a response on Monday.
RETURNS FAQS
Do I have to pay for my return?
If returning a product through the returns portal the cost of shipping will be deducted from your refund.
Where do I find my order number?
Your order number can be found in the subject line of both your 'order confirmation' and 'shipping confirmation' emails.
When will I receive my refund?
We process all returns within 3-5 working days of receiving them. We will send you a 'refund notification' email to confirm that we have refunded your card. Please note: that refunds can take up to 10 days to credit on your account statement, depending on your card issuer, which is beyond our control.
How long will it take to send out my exchange items? (UK customers only)
We aim to process all returns within 3-5 working days of receiving them, although it can take longer during busy periods such as holidays and sale.
If we've not answered your question above, please contact returns@stanray.com for further help.
Service hours are 9am-5pm (GMT) Monday - Friday. If you email outside of these hours or over the weekend your email will be answered the following working day. Emailing outside of hours on Friday will result in the email being answered on Monday. Thanks for your patience.