Refund policy
At GETCOHLEY, we take pride in the quality of what we make, and your happiness genuinely matters to us. Whenever something about your order isn't quite right, we've kept our returns and refunds process as straightforward as it can be.
DEFECTIVE, DAMAGED, OR INCORRECT ITEMS
Did your item turn up faulty, damaged, or different from what you ordered? Get in touch within 30 days of delivery by writing to support@getcohley.com. Be sure to include your order number along with clear photos that show the issue.
Where an item was damaged in transit or shipped in error, we'll provide a replacement, store credit, or a full refund — the choice being at our discretion. No restocking fees are ever charged on returns. Arranging and covering the cost of the return label is the customer's responsibility.
EXCHANGES
Fancy a different size, colour, or product altogether? We're glad to set up an exchange. Just contact our customer service team and we'll walk you through each step.
STANDARD RETURNS – 30 DAY POLICY
Had second thoughts? Eligible items can be sent back within 30 days of delivery, as long as they are:
- Unworn and unused
- In their original condition
- Returned in the packaging they came in
You're able to cancel an order within the first 48h of placing it (only if the parcel hasn't already gone into transit). Where the customer starts the cancellation before the order ships and within the cancellation window set out on the website, the order can be cancelled.
Please make sure your order number is written clearly on the outside of the return parcel. Return postage falls to you, and the original delivery charges can't be refunded on standard returns. Once your item reaches us, refunds are usually handled within 7 days — though your bank or card provider might need a bit more time to credit your account.
ITEMS WE CANNOT ACCEPT
We're unable to process returns for:
Items returned without a valid order reference number
INITIATING A RETURN
To get a return underway, please email us at support@getcohley.com before you send anything back. Doing so lets us arrange return authorisation, share the return address with you, keep track of your parcel, and get your refund moving faster.
HOW REFUNDS WORK
Once your return arrives, we'll examine the item and let you know whether your refund has been approved. After approval, we'll credit your original payment method within 7 days. Depending on your bank or payment provider, the funds may take a few additional days to show up in your account.
NEED HELP?
Our customer support team is ready for any questions you have about returns or refunds:
GETCOHLEY
Address: 3 St James Boulevard, SY14 3AR, Horton Green, United Kingdom
Phone: +44 7520689742
Email: support@getcohley.com
Customer Service Hours:
Monday to Friday, 10:00 a.m. – 6:00 p.m. (GMT)
We do our best to reply to every enquiry within 24 hours.