Returns

We hope you’re happy with your ArdMoor items, however if you aren’t, we offer easy returns from anywhere in the UK, excluding channel islands.

Return Policy

Our standard returns policy entitles you to return items within 28 days. Please allow up to 5 days for us to process your return once it reaches us, and we will email you to confirm you have been refunded. We accept items that are returned within the 28-day time frame providing they are in original condition with their original packaging and tags intact. Once your items are returned, you will be entitled to receive a refund. For item(s) returned after this time, we reserve the right to return the item(s) to you.

*Should you have purchased an item from our Clearance/Sale collection then these items must be returned within 14 days*

Every aspect of the item/garment must be free from signs of wear, odour & pet hair and must be in re-sellable condition. Please note that we are unable to provide a refund for any items which appear to have been worn or washed, are not in original condition, or have their security tag removed. Footwear must be returned with outer packaging. Please do not attach a label directly to the shoe box.

We are not able to provide a refund for any in-ear hearing protection products for hygiene reasons.

Free Gifts with Your Order

Sometimes we include a free gift as part of a promotion. If you decide to return the item that qualified for the free gift, we just ask that you pop the free gift back to us as well in its original condition.

If the free gift isn’t returned, we may need to deduct its value from your refund — but we’ll always let you know before doing so.

Free gifts can’t be returned or exchanged on their own.

Exchanges 

As of 1st July 2025, we no longer offer exchanges. If you would like to swap your item for a different colour or size then please request a refund via the returns portal for your original item and rebuy the alternative item you'd like. This process has been streamlined and is now much quicker than our previous exchange offering.

UK returns

How to return your UK order:

1. isit our UK returns portal here
2. To start the process, enter your email address and you will be shown your order history.  (Please note you will be sent a verification code once you start this process for the first time)
3. Select the order first and then the item(s) you want to return within that order. You also have the option to return for store credit which will then be applied to your customer profile.
4. You will be given the option to use Royal Mail (drop off or collection), DPD or In Post for your return. Once you have completed the process you will be emailed the drop-off information, and you can either print your label at home or use a QR CODE to print in-store.
5. Please repack the item(s) as securely as possible including the packing slip inside, if you no longer have the packing slip then please enclose a piece of paper stating your order number, address and list items returned.
6. Drop Off Returns for a refund will have £4.50 deducted from the total refund amount to cover the shipping and logistics costs. Royal Mail collection will have £5.50 deducted from the total refund amount. 
7. Once received, please allow 5 working days to process your return

Right of Withdrawal

If you are based in the EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason. To exercise this right, please submit your request using our dedicated Return Request form before the withdrawal period expires. Once your withdrawal is confirmed, we will reimburse the cost of your order within 14 days using the same payment method as your original transaction. You will be responsible for the direct cost of returning the goods, and items must be returned in their original condition. Please note that the right of withdrawal does not apply to leather goods that have been personalised with embossed initials or other custom embossing, as these items are made to your personal specification.

Channel Islands & International returns

How to return your international order:

1. The cost of shipping returns for overseas orders will be covered by the customer. However, we have negotiated favourable return rates with DHL, UPS & Fedex so we may be able to offer you better prices than you can find locally. Please contact us before posting your item and we will be happy to arrange a quote for you. Please make sure all documentation is completed, otherwise goods may be held by customs and then returned to the sender.
2. Please repack the return package as securely as possible including the packing slip inside, and make sure you keep your proof of postage. 
3. Please allow up to 5 days for us to process your return once it reaches us, and we will email you to confirm you have been refunded.

 Exclusions

Unfortunately, we cannot accept returns for the following items:

• Gift vouchers.
• Items that have had their security tags removed.
• In-ear hearing protection products
• Any personalised/embossed items

Undeliverable items

If items are undeliverable to you by the courier/postal service, these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.

Refunds

We are not obliged to provide you with a refund until we receive the product(s) back from you. We strongly recommend that you send the products using a secure or trackable method - e.g. Recorded/Special Delivery - and that you retain your proof of postage.

We reserve the right to reject any return sent beyond the 28-day return period.

If the item is rejected your item(s) will be returned to you along with a letter outlining the reason(s).

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. 

Faulty items will be refunded in full, including delivery charges where you have paid for the service.

UK Faulty Items

To return a faulty item, please contact us via email at info@ardmoor.co.uk or call 01620 671 480 providing your Order Number. You will then be asked to provide further information and photographs of the item before being able to submit your return. Please provide images of the fault, the whole item and images of any barcodes and serial numbers.

To aid your faulty claim please can you ensure your item is clean before sending us photographs, as we use these photographs to create a claim on your behalf.

Once we have raised a claim on your behalf, the claim will then be investigated with our supplier, before a replacement or refund is issued to you. In some instances, the supplier will need the item returned to them, which we will advise you of.

International Faulty Items

If you are returning an item from outside the UK because it is faulty, please contact us on info@ardmoor.co.uk before posting. For international customers we do not automatically send a like-for-like replacement due to the cost of duties and courier charges. Once we have inspected the item (or reviewed images) and confirmed a manufacturer fault we will either:

• issue a full refund to your original payment method (once the item reaches us), or
• offer store credit immediately to use on a replacement purchase.

If you require a replacement dispatched overseas urgently, we can arrange this at your cost (shipping + duties). 

Returns made outside the ArdMoor Return portal/self-postage

If you choose to return your order by your own shipping service, we will be unable to provide any updates on the parcel's location or provide confirmation of receipt. 

We would always recommend retaining proof of return/tracking details, if you contact customer services you may be asked to share this.

If the parcel sent outside our returns portal is to go missing/get tampered with/become damaged in transit back to us we would be unable to support or issue a refund for these missing goods. 

A claim would need to be submitted directly to the postal company selected to return your items.