Returns and Exchanges

Returns Policy:

We hope that our designs and products help to bring the memories and experiences of alpine life into your home, but if you're not satisfied with your purchase you can return your items within 30 days of receipt. 

To be eligible for a return, your item must be unused and in the same condition that you received them. Unfortunately, we cannot accept returns for items that have been personalised or custom made, unless the fault lies with Powderhound e.g. if we have made a spelling error. 

To return your products, you should mail them to: 11 Cromwell Grove, London, GB, W6 7RQ. You will be responsible for the shipping costs of returning your item/s and shipping costs are non-refundable. We will only refund shipping costs if you are returning faulty items. Please maintain proof of postage until you receive a confirmation email that we have received your return. 

Once your return is received, we will notify you of the approval or rejection of your refund. If your refund is approved then we will issue your refund to the card used to make your purchase. 

Arranging a Return:

Please email hello@powderhound.london with your name, contact telephone number and order number, explaining why you would like to return the item/s. If you are returning an item because it is faulty, please attach images of the damage to your email. 

Please make sure your item/s are securely packaged and send them to 11 Cromwell Grove, London, GB, W6 7RQ. Please include a note in the package with your name, contact telephone number and order number.

We do ask that return items are in the same condition as when you first bought them. We will not be able to issue refunds for items that are damaged upon return. 

Please also obtain proof of postage as we cannot accept responsibility for packages until they are received at the Powderhound office.

Exchange Policy:

We are happy to exchange items (subject to their availability) within 30 days of receipt.  Please email hello@powderhound.london to enquire about availability. If the new item costs less than the return, we will issue a refund for the difference. If the new item costs more than the return, we will require a payment for the difference before we send out the new item. 

Please make sure your item/s are securely packaged and send them to 11 Cromwell Grove, London, GB, W6 7RQ. Please include a note in the package with your name, contact telephone number and order number.

The replacement will only be sent out once we have received the return item. 

Please note that you will be charged the shipping costs associated with returning the item and shipping costs are non-refundable. Please obtain proof of postage as we cannot accept responsibility for packages until they are received at the Powderhound office. 

Sale Items:

If you wish to return an item bought in the sale, we can issue you a credit note for the value of the item. You will be responsible for the shipping costs of returning your item/s and shipping costs are non-refundable.

Gifts:

 If you wish to exchange an item that was gifted to you, please email hello@powderhound.london and include your name and contact telephone number, as well as the name of the person who made the original purchase. We cannot offer refunds for gifted items unless the item is faulty upon arrival, in such instances the refund will be issued to the original card used to make your purchase. 

We aim to deal with all returns/exchanges within 5-10 working days of receiving your items and will send a confirmation email upon receipt of your return. Please note that it can take between 5-10 days for your bank to credit your account. 

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