PEERLESS GLOBE · CUSTOMER CARE
Return and Exchange Policy
A fair and straightforward approach.Sometimes an order is not quite right. If you need a different size, have received the wrong item or simply change your mind, we will explain what can be returned, how to send it back and when to expect your refund.
Normally the period to notify us of an online purchase cancellation after delivery.
We cover postage for the first eligible return or exchange per order.
Subject to receipt of the goods or return evidence, as applicable under the law.
BEFORE YOU RETURN
Please contact us before sending an item back. We will confirm the correct return arrangements and explain whether your request qualifies for a refund, an exchange or another appropriate resolution. Your statutory consumer rights always take priority over any more restrictive part of this policy.
When Can You Return an Order?
For most goods purchased online, UK consumer law gives you 14 calendar days from the day after you receive your order to tell us that you wish to cancel. If an order arrives in multiple deliveries, the applicable period normally starts after you receive the final item.
Once you have notified us of a cancellation within the applicable period, you generally have a further 14 calendar days to send the goods back.
You may also contact us about a return or exchange outside that period. We will consider the circumstances and explain whether any additional arrangement is available. An additional change-of-mind return outside the statutory cancellation period is not automatically guaranteed.
Which Items Can Be Refunded?
A refund may be available in the following circumstances, subject to the applicable cancellation rules, statutory rights and any relevant exceptions.
You have changed your mind
You may cancel an eligible online purchase within the statutory 14-day cancellation period after receiving the goods. Follow the return instructions and send the items back within the applicable return period.
The item is faulty or damaged
If your socks arrive with a manufacturing defect, damaged fabric, a defective seam or another genuine fault, contact us with a description of the issue. Where useful, include photographs of the affected item and its packaging. We will assess the issue and explain the appropriate remedy under applicable consumer law.
You received the wrong product
If the product, size, colour or quantity supplied does not match your confirmed order, contact us. We will check the order details and arrange an appropriate correction, replacement or refund where applicable.
The order is incomplete
If a multipack is missing items or your parcel contains fewer products than the order confirmation shows, let us know. We will review the order and delivery details and arrange the appropriate resolution.
The goods do not match their description
If an item materially differs from its product description or confirmed specifications, contact us so we can investigate and explain the available remedy.
An exchange is unsuitable or unavailable
If an agreed exchange cannot be completed because the relevant item is unavailable, we will discuss an alternative. Where a refund is due, it will be processed in accordance with the applicable rules.
For change-of-mind returns, please keep items in good condition and handle them only as much as reasonably necessary to inspect their nature, characteristics and fit. Any lawful deduction for diminished value will be assessed on the individual circumstances.
Which Items May Not Qualify for a Change-of-Mind Refund?
A change-of-mind return may not be accepted outside the statutory cancellation period or where a lawful exception applies. The following situations require particular care:
Requests made after the applicable period
Once the statutory cancellation period has expired, a change-of-mind refund is not normally available unless we have agreed to an additional return arrangement or another legal right applies.
Items showing excessive use
For a change-of-mind return, wearing or washing socks beyond what is reasonably necessary to inspect them may reduce their value. Where the law permits, a deduction may be made for that diminished value. This does not automatically remove your rights concerning faulty or misdescribed goods.
Items damaged through avoidable handling
Damage caused after delivery by improper washing, misuse, accidental damage or failure to follow reasonable care instructions may not qualify for a fault-based refund. The actual cause of the damage will need to be considered.
Goods affected by a specific legal exception
Certain goods may be excluded from change-of-mind cancellation rights under UK law, including qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed. This exception applies only where its legal conditions are met; it is not a blanket exclusion for all socks or opened packaging.
Returns without sufficient order information
We may need additional information to identify the purchase and verify the request. Please provide an order number or other reasonable proof of purchase. If you cannot find the original confirmation, contact us so we can discuss alternative ways to locate the order.
Faulty, Damaged or Incorrect Orders
If something is wrong with your order, please contact us as soon as reasonably possible. Tell us which item is affected and explain what happened. Photographs can help us understand the issue, but we will consider the circumstances rather than treating photographs as an absolute requirement in every case.
For goods that do not conform to the contract, UK law may provide a short-term right to reject within 30 days of delivery. Other remedies may apply depending on the circumstances and how long you have had the goods.
If the issue qualifies for a refund, replacement or another remedy, we will explain the next steps. We will not require you to pay return postage for a confirmed faulty, damaged or incorrectly supplied item where the law or our agreed arrangements require us to cover that cost.
Please keep the affected items until we have explained whether they need to be returned. We will confirm the return method and any relevant instructions.
How to Request a Return or Refund
Follow these steps to get your request underway.
Contact us within the relevant period
Email us with your order number, the item you wish to return and the reason for your request. For a statutory cancellation, clearly tell us that you wish to cancel the purchase.
Receive the return instructions
We will review your request and explain the return method, postage arrangements and any information needed to identify the order.
Send the item back
Where a return is required, send the goods within 14 calendar days after notifying us of your cancellation, where that statutory cancellation process applies. Keep your proof of postage until the matter is settled.
We review and process the outcome
Once we receive the goods or the applicable evidence of return, we will process any refund due within the timeframe set out in Section 7. If anything needs clarification, we will contact you using the details provided.
Please do not send a parcel to the company’s registered address unless we have specifically confirmed that it is the correct return destination.
Return and Exchange Postage
Standard delivery on orders is free. Our return postage arrangements are as follows:
- First eligible return or exchange per order: we cover the return postage when the arrangement has been confirmed with us.
- Further returns or exchanges: postage is considered individually. We will explain any cost that may apply before you proceed.
- Faulty, damaged or incorrectly supplied goods: we will arrange or cover reasonable return postage where required by law or agreed as part of the resolution.
- Statutory cancellation: any return-cost arrangement will be explained before you proceed. Nothing in this policy removes a legal obligation to cover costs where one applies.
Please wait for confirmation before arranging a paid return yourself. If you send an item using a more expensive service than the agreed method, reimbursement of the additional cost is not automatic unless required by law or agreed in advance.
Refund Amounts and When Your Money Arrives
How much will be refunded?
Where a full cancellation refund is due under the statutory rules, we will refund the amount paid for the cancelled goods and the applicable basic outbound delivery charge, if one was paid. As our standard shipping is free, there is normally no standard delivery charge to reimburse.
Additional delivery charges for a premium service chosen instead of the least expensive standard delivery option may not be refundable beyond the amount required by law.
If only part of an order is returned, the refund normally relates to the returned items and any other amount due under the applicable terms or law. Where a lawful deduction for diminished value applies, we will take the relevant circumstances into account.
Refund processing timetable
Cancellation or refund agreed
We record your request and explain whether the goods need to be returned and what steps are required.
Our refund deadline
For a statutory cancellation, we will make the refund without undue delay and within 14 calendar days of receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first. Where the law permits, we may wait until the goods or return evidence are received.
Typical payment-provider processing
After we issue a refund, it commonly takes around 5–10 additional business days for the funds to appear in your account, depending on your bank, card issuer and payment method. This is an estimate, not a guarantee.
Refunds are normally sent to the original payment method. We cannot control the exact time a bank or card issuer takes to display the credit. If the refund has been issued but has not appeared after 10 business days, please contact us and we will help you check its status.
For remedies involving faulty goods, partial refunds or other circumstances outside statutory cancellation, the applicable legal timeframe and the arrangement confirmed with you will apply.
Exchanges
If you would prefer a different size, colour or product, contact us with your order number and the item you would like instead.
Exchanges depend on stock availability. We will confirm whether the requested replacement is available and explain the return and dispatch arrangements before proceeding.
- The first eligible return or exchange per order qualifies for free return postage under our policy.
- Postage for subsequent exchanges is assessed individually and explained before you proceed.
- If the replacement is unavailable, we will discuss an alternative or process a refund where due.
- If the original item is faulty or incorrect, we will handle the request in line with your applicable consumer rights.
A replacement order may need to be processed separately after the original item has been received or the relevant arrangements have been confirmed.
Important Information and Limitations
Assessment of returned goods
We may inspect returned items to confirm their identity and assess a reported fault. For change-of-mind cancellations, we may make a deduction for diminished value where permitted by law and where the reduction was caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.
Proof of purchase
We may ask for an order number, confirmation email or other reasonable information to locate the transaction. If you no longer have your confirmation, please contact us so we can consider other ways of identifying your order.
Refund and return exclusions
A return request may fall outside our voluntary change-of-mind arrangements where the relevant period has expired, an applicable legal exception applies or an item has been damaged through misuse. Any decision will be based on the circumstances and will not override statutory consumer rights.
Disclaimer
Delivery estimates, return assessments and payment-provider processing times are provided as practical guidance. They cannot guarantee a specific outcome where it depends on an external carrier, bank, payment provider or individual circumstances.
Nothing in this policy excludes or limits liability where such exclusion or limitation would be unlawful. This policy does not remove statutory cancellation rights, remedies for faulty or misdescribed goods, or any other rights that apply under UK consumer law.
Changes to this policy
We may update these arrangements when our returns process or legal requirements change. The current version will be published on this page. Any update will not remove rights that already apply to an existing purchase.
Contact Us
If you need to arrange a return, check a refund or discuss an exchange, please get in touch. Include your order number and a short explanation of the issue so we can help without unnecessary back-and-forth.
PEERLESS GLOBE LTD
Our approach. We aim to deal with each return clearly and fairly. If something is not right, contact us first so we can review the details and explain the available options.
Your rights. This policy should be read alongside applicable UK consumer law. Where a statutory right provides a more favourable remedy than a voluntary policy arrangement, the statutory right applies.