Returns + Refunds
Our returns policy lasts 14 days. Unfortunately, after this time no refund or exchange can be offered. To be eligible for a return, your item must be unused and in the same condition that you received it. And if possible, be returned in the original packaging. If you wish to return your items, please email us with your proof of purchase at firstname.lastname@example.org we will then send you a returns address.
Goods are returned at your own expense, please ensure that you have sufficient insurance cover. We recommend that you obtain proof and retain this until the refund has been processed. Granite + Smoke are not responsible for any lost returns or liable for any duties or custom charges incurred in returning products to us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, then your refund will be processed via the original method of payment, within 10 working days.
SAMPLE/ SALE ITEMS
Only regular priced items may be refunded, unfortunately sample or sale items cannot be refunded.
Granite + Smoke do not offer exchanges. You will need to return your original purchase (see Returns policy above) and receive a refund for it, then place a new order online.
DEFECTIVE OR DAMAGED
We only replace items if they are defective or damaged. All items are quality checked prior to shipping. Due to the nature of cashmere, lambswool & recycled yarns being natural & sustainable fibres, pilling and small irregularities such as flecking may occur as part of the unique qualities inherent in working with these materials. These are not considered as faults and will not result in a refund or exchange. If you believe your item is faulty, please submit photographs of the fault within 7 days of receiving your order to email@example.com. If your item is considered faulty, we will send you a new item if in stock. If out of stock a full refund of your purchase will be issued.
In the unfortunate event you purchase an item on our website which is no longer available, we will contact you immediately by email and issue a full refund.
We cannot cancel your items once an order has been placed so please select your goods carefully.