Christmas Returns:

We want you to be happy with your purchase from Countrydale™. If for any reason you aren’t satisfied, please let us know, and we’ll be happy to assist you.

For orders placed specifically for Christmas gifting, we’re offering an extended returns period. Items purchased as Christmas gifts can be returned or exchanged until 16th January 2025. This allows extra flexibility for gift recipients to ensure they are satisfied with their products.

General Returns Policy:

We offer a “no quibble” returns policy, and we will be happy to exchange the item or issue a refund up to 21 days after purchase (outside of the Christmas gifting period) to the credit or debit card of the person who originally placed and paid for the order.

Please note the following important terms and conditions:

1. Any unwanted item, unless faulty, must be returned in re-saleable condition. This means keeping all original packaging, labels, and ensuring the item is undamaged and unused.

2. The same returns process applies to both Christmas and non-Christmas purchases. For further details on how to return an item, please refer to our full returns policy.

Reduced to Clear/Final Sale/Discounted Items:

From time to time we may run certain promotions on our website such as 'Reduced to Clear', 'Final Sale Items', or 'Black Friday Sales'. If you have purchased an item under these conditions and would like to return, please note you can only exchange for a different size or store credit and will NOT be eligible for a refund.

Additionally, please note you are not able to stack discount codes on top of one another for specific promotions. You can only use one discount code at a time for each purchase. If you have any queries regarding this, please email our customer experience team: support@countrydale.co.uk

How do I return goods to you?

If you would like to return an item, then we ask you to notify us of this within 21 days of receipt of the delivery. Please contact us via email at support@countrydale.co.uk. Please complete the Electronic Customer Returns Form that our customer experience team will provide you. All goods for return or exchange must be received by us within 21 days of delivery to you.

If a return is sent back to us without an Electronic Customer Returns Form completed, this will not be accepted by our returns department.

UK Exchanges:

We now offer FREE EXCHANGES on all orders in the UK! (Providing this is within our 21 days returns policy).

If you would like to exchange a product we have supplied to you for a different size or colour please contact us at: support@countrydale.co.uk. You’ll be provided with an electronic customer’s returns form that will need to be completed BEFORE any item can be sent back to us – Please see the important steps below:

1. Once the simple electronic form has been provided, please complete this to the best of your ability providing your order number and what item/size/colour you’d like to exchange for.
2. At the bottom of the form, you’ll notice a link to which you can generate your own prepaid Royal Mail returns label. (Please note you can either print the label yourself or schedule Royal Mail to collect this from your address. Either option does not incur any cost to yourself). Royal Mail do also provide a service where they can print the label upon arrival at your designated address – All you need to do is check the option when arranging this service.
3. Once the form has been completed and the prepaid returns label organised, please do package the order back up.
4. Please do ensure the item is sent back to us ASAP so we can process the exchange efficiently for you.

We will send out the exchange on receipt of the returned item. Also, we'll cover the additional shipping costs incurred as a result of this at no extra expense to yourself. 

UK Refunds:

If you would like to return an order for a refund, please contact us at: support@countrydale.co.uk. You’ll be provided with an electronic customer’s returns form that will need to be completed BEFORE any item can be sent back to us – Please see the important steps below:

1. Once the simple electronic form has been provided, please complete this to the best of your ability providing your order number and reason for return.
2. At the bottom of the form, you’ll notice a link to which you can generate your own prepaid Royal Mail returns label. (Please note you can either print the label yourself or schedule Royal Mail to collect this from your address. Royal Mail do also provide a service where they can print the label upon arrival at your chosen location – All you need to do is check the option when arranging this service. Please note that the prepaid returns label is free for UK exchanges only and not refunds. The amount deducted from your refund will be £3.95 for use of the prepaid label Royal Mail returns service.
3. Once the form has been completed and the prepaid returns label organised, please do package the order back up.
4. Please do ensure the item is sent back to us ASAP so we can process the refund efficiently for you.

Please ensure any package is clearly marked for the attention of the “Returns Department”. All goods for return must be received by us within 21 days of delivery to you.

Provided the goods are in an as new condition we will refund the cost of the goods onto the card (minus the prepaid returns label fee of £3.95) which you used to make the original payment (Please note the original postage would not be refunded as this is a service external to Countrydale™ and through Royal Mail).  We will process the refund as soon as possible after receipt of the goods. Whilst that is likely to be within one or two working days of receipt of the goods, the payment may not show on your statement for 2-3 working days.

International Exchanges/Refunds:

If you would like to return your goods back to us for an exchange/refund, you will need to complete a Electronic Customers Returns Form provided by our customer experience team. When returning goods back to us from outside of the UK, please state on the parcel: 

UK Returned Goods - 'All Tax and Duties Paid'.

Any International returns where the correct information has not been made clear and taxes & duties have been charged will not be accepted by us. It's the customer's responsibility to clear these charges. In the situation where the customer refuses to pay customs charges, we will deduct this from any refund and a £5 handling fee will be surcharged. All other returns policies also qualify here the very same as in the UK.

Any refunds requested will be initiated as soon as our returns department check over the items and deem this in a re-sellable condition. You can expect to receive the refund 2-3 business days after this has been initiated.

In reference to exchanges, the customer has the responsibility to cover the costs of postage, customs, and relevant taxes. However, the cost of shipping to send the item back out to the customer will be handled by us. We do not offer free exchanges outside of the UK at this current moment in time.

Items not covered by our returns policy:

1. We are unable to accept special order items such as personalised items.

2. We are unable to accept goods that have obviously been used and do not comply with our policies.

3. Products such as socks are non-returnable for hygiene reasons.

Faulty Goods:

Thankfully manufacturing faults are rare and we would expect these to become apparent shortly after the product is used for the first time. There is an assumption that products purchased more than 3 months ago that have developed damage are unlikely to be faulty.  Please contact us as soon as you think your product may have developed a fault and we will discuss with you the best way for us to manage the process. Please email us at support@countrydale.co.uk with full details of your purchase and any fault! We will ensure the item is replaced out swiftly for the inconvenience.

Health and Hygiene:

In accordance with the Health and Safety at Work Act 1974 we can only accept items returned to us for inspection if they are clean and dry.