Delivery & Returns

COVID-19 UPDATE

In light of the current uncertainty surrounding the outbreak of COVID-19, we want to reassure you that the safety of our customers and employees is our highest priority.

We are taking all necessary steps to follow the World Health Organization and local authorities’ guidelines. 

We are prepared to do everything we can to ensure your shopping experience remains uninterrupted and our online store is currently operating as normal. To make shopping as safe and convenient for you as possible, we’re offering Free UK standard delivery and we have extended our return policy to 60 days.

Please bear with us regarding any potential order delays due to this current situation.

DELIVERY INFORMATION

Getting your goods to you swiftly and safely is of utmost importance to us. That’s why we entrust our deliveries to carefully selected couriers.

All deliveries are subject to stock availability and authorisation of your payment. Once your order has been placed you will receive an ‘order confirmation’ by email. And once your order has been dispatched you will receive another email with ‘Order Tracking’, which will provide you the status of your delivery.

PLEASE NOTE: during our busier Sale periods orders can take up to 3 workings days to be dispatched from our warehouse 

ENGLAND, SCOTLAND & WALES (excludes Scottish Highlands and Islands)

NORTHERN IRELAND, SCOTTISH HIGHLANDS & ISLANDS

INTERNATIONAL

EUROPE

• Delivery charge starts from £8.95 depending on the chosen country and also the weight of the order
• The exact delivery cost will be calculated at checkout based on the weight of the product(s) in your basket
• Deliveries will take up to 10 working days (excluding Bank Holidays)

Order Dispatch

Due to the Brexit transition, we are experiencing unforeseen carrier delays when processing international orders. We are investigating this as a matter of urgency and hope to have this issue resolved soon. You will receive an email confirming when your order has been dispatched. We are very sorry for the inconvenience and hope to be fully operational again soon.

Custom & Duty

From 1st January 2021, orders from EU countries with an order value over €150 will be subject to import duty. Ghost Ltd pays all import taxes and duties on your behalf but we are aware that recently some of our customers have been contacted by our carrier partner and have been asked to pay charges for the parcel to be delivered. That is an error relating to Brexit transition process changes and we are working with our carrier partner to ensure they resolve it as quickly as possible. In the meantime, if you are contacted by our carrier partner and a duty payment is requested, then you will need to pay the charge to release the order for delivery. Please then contact at customerservices@ghost.co.uk with proof of your duty payment and we will ensure you are refunded. We apologise for this inconvenience and thank you for your continued support.

REST OF THE WORLD (Non-EU)

• Delivery charge starts from £19.95 depending on the chosen country and also the weight of the order
• The exact delivery cost will be calculated at checkout based on the weight of the product(s) in your basket
• Deliveries will take up to 14 working days (excluding Bank Holidays)

Order Dispatch

We are currently experiencing a delay with international orders being processed. We are investigating as a matter of urgency and hope to have this issue resolved soon. In the meantime, you can still place an order with us, but it may take longer to arrive. You will be notified by your courier when your order is dispatched. We are very sorry for the inconvenience, and hope to be operating fully again soon.

Custom & Duty

Any customs or import duties are charged once the order(s) reaches its destination country. These charges must be paid by the recipient of the order(s). We are unable to predict the charges and the recipient is liable for the payment of import duties, customs and local sales tax. Contact your local customs office for more information on potential charges.

Price Paid

Prices are shown in UK Pounds sterling and are inclusive of VAT at 20%. Orders delivered within the European Union will be inclusive of VAT.

As stated above, please note that we are unable to refund any duty paid on items returned to us either faulty or unsuitable as this is a contract between the purchaser and own country Customs & Excise.

RETURNS

While we’re sure you’ll love what you’ve ordered, we understand that sometimes you might have second thoughts. If you are not completely satisfied with your purchase, we offer an extended 60 days return policy. Except for faulty goods, all items must be returned to us in a saleable condition. They must be returned unused and in their original, undamaged packaging. When trying on clothing, please ensure that you are not wearing any deodorant or fragrance that may leave a mark.

All Returns must be sent back to:

Ghost Retail Limited,

Unit 4,

Haslemere Business Centre,

Lincoln Way,

Enfield,

EN1 1DX

To make a return for a refund or exchange, you’ll need to follow the instructions set out below.

RETURN BY POST

UK FREE RETURNS

Free UK Returns Label – click here

We offer a 60 day return policy for online purchases, with a free returns service – unfortunately, this excludes Jersey, Guernsey.

• Ensure you return your item(s) within 60 days of receipt. The goods must be returned unused, in their original, undamaged packaging
• Complete the returns form enclosed with your item(s) and place the completed returns form in the parcel. Please be sure to fill out your order number, reason for return, your name, address and postcode in the mandatory fields.
• Attach the pre-paid returns label provided to the front of your parcel
• Take your package to any post office counter and ask for a proof of dispatch. It is your responsibility to ensure the parcel reaches us, so you may wish to upgrade your delivery to a tracked delivery service. Please note that unfortunately we are unable to refund the cost of any upgrade to your delivery service. We strongly advise that you keep hold of any tracking number that the post office gives you. We regret we cannot be held responsible for the non-delivery of returned goods.

PLEASE NOTE: you will receive your refund credit within 14 days of the item(s) being received back at our warehouse. An email will be sent to confirm that we have processed your return.

INTERNATIONAL RETURNS

We offer a 60 day return policy to our International customers. Any charges incurred for returning goods back to us for refund are the responsibility of the customer.

• Ensure you return your item(s) within 60 days of receipt. The goods must be returned unused, in their original, undamaged packaging

• Complete the returns form enclosed with your item(s) and place the completed returns form in the parcel. Please be sure to fill out your order number, reason for return, your name, address and postcode in the mandatory fields.

• We strongly recommend that you use registered post, recorded delivery or another secure method of delivery from a reputable carrier, retaining the receipt until you have received credit for the returned items. We regret that we cannot be held responsible for non-delivery of returned goods.

PLEASE NOTE: you will receive your refund credit within 14 days of the item(s) being received back at our warehouse. An email will be sent to confirm that we have processed your return.

• We suggest that you send the item(s) via Royal Mail Recorded Delivery (for UK mainland deliveries). We regret that we are unable to offer a refund on returned shipping costs.
• To return goods, please be advised that you must return them within 60 days of the initial receipt of your order. Please complete clearly your returns form.
• We can only issue refunds on items that are shipped back to us within 60 days of receipt.
• All successfully returned items will only be credited to the account used to originally purchase the items(s). 
• Please note that we are unable to refund any duty paid on the items returned to us either faulty or unsuitable as this is a contract between the purchaser and own country Customs & Excise.
• Please note that international returns will need to add the following before our warehouse address to avoid items being held at customs: ‘GOODS FROM THE UK BEING RETURNED FOR EXCHANGE'