Let’s put it right.

Tell us which order.

1. Email hi@silentandgrey.com with your order reference, the item and the date it arrived.
2. Tell us whether you want to return an item, report a fault or ask about a different size. No reason is required when exercising a statutory right of withdrawal.
3. Ask for the correct return address and delivery instructions before posting. Keep your proof of posting. The address printed on a parcel may belong to a production facility.

Your email is the request. You do not need to wait for our approval to notify us of a statutory withdrawal within its deadline.

Incorrect, damaged or faulty.

Describe the problem and, if possible, attach clear photographs of the item and packaging. We will investigate the appropriate remedy. Where EU consumer rules apply, remedies for a lack of conformity must be provided without charge, including necessary return costs. These rights are separate from a change-of-mind return.

Your withdrawal rights.

Where EU distance-selling withdrawal rules apply, you generally have 14 days from delivery to notify us that you are withdrawing, without giving a reason, followed by 14 days to send the goods back.

Producing a standard catalogue item after an order does not, by itself, make it personally customised. Choosing our standard sizes or colours does not automatically remove withdrawal rights. Any applicable exception for a genuinely personalised item must be assessed separately.

Return-postage responsibility depends on the applicable rules and the information given before purchase. Under EU withdrawal rules, the customer bears direct return costs only if informed beforehand and the seller has not agreed to pay. Please contact us for the return method and applicable cost; this does not restrict your statutory rights.

For size exchanges or returns beyond statutory rights, ask us about the available options before sending anything back. We do not promise an exchange or a new production run before reviewing the request.

When a refund is due.

For a valid EU withdrawal, reimbursement is generally due within 14 days of notification. It may be withheld until the goods or proof of return are received, whichever comes first. Reimbursement uses the original payment method unless another method is expressly agreed without additional cost. Standard outbound delivery is included where required; an optional delivery upgrade need not be reimbursed.

Your private order page distinguishes a confirmed refund from one still processing, including partial amounts. Your bank may need additional time to display the credit. Email us with your reference if the status is unclear.