Returns & Refunds
Every order comes with a straightforward 30-day guarantee. If it's not right, we'll sort it. No fuss, no drama.
The 30-Day Guarantee
Every order from The Drenn comes with a straightforward 30-day guarantee. If it's not right, send it back within 30 days of delivery for a refund. No complicated conditions, no hassle.
That's more generous than the statutory minimum in both the UK and the EU markets we serve, so you're always covered by whichever period is longer. Ours.
Eligibility & Conditions
To qualify for a return, your item needs to tick these boxes:
- Unworn and unwashed, in the same condition you received it
- Original tags still attached
- Requested within 30 days of the delivery date
- Not marked as final sale at checkout
Arrived faulty, damaged, or wrong? That's covered separately below at no cost to you, whatever the condition.
Your Statutory Rights: UK & EU
On top of our own 30-day guarantee, you also have legal rights that depend on where you're shopping from. The UK and the EU member states we serve run on different legal frameworks, but land on the same statutory minimum: 14 days.
The UK operates under its own post-Brexit consumer law, while EU member states fall under the EU Consumer Rights Directive. Numerically aligned, legally distinct, and either way, our 30-day guarantee beats both. See the side-by-side breakdown below.
How To Start A Return
- Email hello@thedrenn.com with your order number and reason for return, within 30 days of delivery.
- We'll confirm your return and send you packing and shipping instructions.
- Pack the item securely with tags attached and send it using a tracked shipping method.
- Once it arrives and passes inspection, we process your refund.
Return Shipping & Address
Return shipping is on you for standard returns, change of mind, wrong size, that kind of thing. If we sent you something faulty, damaged, or incorrect, we cover the return shipping and refund it in full. See Damaged Or Faulty Items below.
UK customers exercising their statutory 14-day right to cancel: we refund the standard delivery cost as required by law. The return shipping itself still sits with you unless we've offered free returns at checkout.
Refund Timeline
Once your return lands with us, here's what happens:
- Inspection: usually within 1 to 3 business days of arrival
- Refund issued: to your original payment method within 14 days of approval
- Confirmation: you'll get an email once it's done
Statutory cancellations follow the same 14-day refund clock, counted from whichever comes first: us receiving the goods back, or you providing proof of return.
Damaged Or Faulty Items
If something arrives damaged, faulty, or just not what you ordered, tell us within 48 hours of delivery with a couple of photos if you can. We'll sort a prepaid return label, no cost to you.
You choose: full refund or replacement, either way including any shipping you paid. Under the UK's Consumer Rights Act 2015, faulty goods also come with a 30-day right to reject for a full refund, and goods must be as described and of satisfactory quality. Customers in the EU markets we serve get equivalent protection under EU consumer law. This all sits on top of our own guarantee, not instead of it.
Late Deliveries
If your parcel's running behind the estimate, get in touch and we'll chase the carrier on your behalf. We won't leave you in the dark, but once an order has been dispatched, transit time is largely down to the carrier.
If a parcel is confirmed lost, we'll issue a refund or replacement once the carrier formally confirms the loss. Your statutory rights around delivery and risk of loss are always respected.
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
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?
We've got you
Email us with your order number and we'll sort it out, fast.