Returns & Refunds

You have 30 days from delivery to request a return. Please read the conditions below carefully before ordering and before requesting a return.

30-Day GuaranteeUK & EU Covered

How Returns Work

If you’d like to return an item, email hello@thedrenn.com with your order number and reason before sending anything back. Our team will reply and share the correct, up-to-date return address. Once your return reaches us and passes inspection, we refund to your original payment method.

Please do not return any item without contacting us first. Returns sent without a confirmed address, or to the address printed on your original parcel, cannot be tracked, accepted, or refunded.

Return Shipping & Address

Our fulfilment warehouse is located overseas, so for standard returns return shipping is paid by the customer. Depending on the carrier, service and parcel weight, this typically costs £15–£25 per parcel. We recommend a tracked service, as we can’t refund parcels that don’t reach us. We’ll confirm the exact return address once you contact us.

We only cover return shipping when the fault is ours, a faulty, damaged, or incorrect item (see Section 7).

Who Pays for Return Shipping

Return shipping costs depend on the reason for your return. For a change of mind or a wrong size ordered, the return shipping is paid by the customer. Where the fault is ours a faulty or damaged item, or an incorrect item sent The Drenn covers the return shipping in full. In other words, we only cover return costs when something has gone wrong on our side; for all other reasons, the return is the customer’s responsibility.

Condition of Returned Items

To be eligible, items must be unworn, unwashed and undamaged, with all original tags attached, in their original packaging, and shipped with a tracking number. Items returned worn, washed, marked, or missing tags/packaging may be refused or only partially refunded to reflect the loss in value. Final sale items can’t be returned.

Order Cancellation

You have a 24-hour cancellation window from the time you place your order — email us within 24 hours and we’ll cancel it free of charge. After that, your order is sent for processing and dispatch and may no longer be cancellable; your 30-day return right (and statutory withdrawal right) still applies from delivery.

Refund Timeline

After we receive and inspect your return: inspection within 1–3 business days, refund issued within 14 days of approval to your original payment method, then 5–10 business days to appear depending on your bank. Original outbound shipping is non-refundable except where the item was faulty or incorrectly sent.

Damaged Or Faulty Items

If your item arrives damaged, faulty, or isn’t what you ordered, tell us within 48 hours of delivery with a couple of clear photos. In these cases we cover the return at no cost to you and you choose a full refund or a replacement.

Late Deliveries

If your parcel is running behind the estimate, contact us and we’ll chase the carrier for you. Once an order has been dispatched, transit time is largely down to the carrier. If a parcel is confirmed lost by the carrier, we’ll refund or replace it.

Your Statutory Rights (UK & EU)

Nothing here affects your statutory rights. UK: under the Consumer Contracts Regulations 2013 you have a 14-day right to cancel most online orders; under the Consumer Rights Act 2015 goods must be as described and of satisfactory quality. EU: under Directive 2011/83/EU you have a 14-day withdrawal right. Where you exercise this right, the direct cost of returning the goods is borne by you, as set out above.

Contact

The Drenn is operated by Norvello Commerce Ltd. Email hello@thedrenn.com · response time 1–2 business days. Please include your order number in all emails.

Return Address

Wait for our confirmation before sending anything back so we know it's coming. Once you're ready to ship, send your return to:

Send returns to

The Drenn Returns

Our fulfilment warehouse is located overseas, Please contact us via email.

hello@thedrenn.com +44 7830 619159

30 Days Money-back guarantee

14 Days UK & EU statutory minimum

1-3 Days Return inspection turnaround

United Kingdom

Under the Consumer Contracts Regulations 2013, you have a 14-day right to cancel most online orders without giving a reason.

Under the Consumer Rights Act 2015, goods must be as described and of satisfactory quality, and faulty items carry a 30-day right to reject for a full refund.

Our own 30-day guarantee is more generous than the 14-day statutory minimum, so you always get the longer period.

EU Member States

Under the EU Consumer Rights Directive (2011/83/EU), you have a 14-day statutory withdrawal right on most online orders, the legal floor across the EU markets we serve.

It's the same 14-day number as the UK, just a different legal basis, since EU member states sit under EU law while the UK runs its own post-Brexit framework.

Either way, our 30-day guarantee is more generous than the statutory minimum here too.

Need help with a return?