Returns & Refunds Policy
RETURNS
If you would like a refund, you have 14 days from when your order arrives to return it. Please note, we do not currently offer exchanges for online orders.
The conditions of a return:
- The item must be unworn and in its original, undamaged condition
- The item has not been personalised or made to a customer’s specification
- All items are returned including the glasses, case and cleaning cloth
- The return request is accompanied by a valid invoice/order number
- This policy applies only to items purchased from cutlerandgross.com
EXTENDED RETURNS
During the Holiday season, any orders on or after the 24th November 2023 can be returned for a refund (subject to the above requirements) with proof of a valid receipt until 31st January 2024.
RETURNS PROCESS
When sending the return please include your original invoice. If you have a Cutler and Gross account, see steps below:
If you have a Cutler and Gross account
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Please go to your my account section and select 'My Returns'
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Click on 'Request a New Return', select the order number and click on 'Apply'
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Select the item/s you are returning and enter the reasons for return
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Click on Submit request
Please send your return to the address below. We recommend that you select a safe and trackable delivery service, retaining proof of postage.
UK and the ROW returns:
Cutler and Gross Online Returns, Unit A, 58-62 White Lion Street, London, N1 9PP
US and Canada returns:
Cutler and Gross Online Returns, New York, Online Returns, 110 Mercer Street, New York, 10012
EU returns:
Cutler and Gross Online, Returns Distribution srl Via Roma SN, Loc Sant’anna 32040 Lozzo di Cadore (BL) ITALY
If you don't have a Cutler and Gross account:
Please request a return form via email or telephone to askmeonlinehelp@cutlerandgross.com or +44 (0) 208 451 0331 229
Alternatively, download the correct form and print at home.
UK and rest of world return form
We recommend that you select a safe and trackable delivery service, retaining proof of postage. Cutler and Gross will not refund the shipping costs for any normal returns.
EXCHANGES
If you wish to exchange a product, you will need to return your purchased item and place a new order.
For further assistance please contact Customer Service or check our FAQs