Delivery & Returns Information

Good old Gordon was an intrepid traveler and because of this we want our products to be able to journey as many Rhodes as possible.

We currently ship our products throughout U.K. mainland.

If you’re from a faraway land and wish to buy some of our delicious products, please contact the GR Team and we’ll try and work something out for you.

                                    We’ll charge you just £5 for U.K. orders. This covers stamps, packaging, and bucket loads of charm!

Gone are the days of carrier pigeons, which means that we can speed things up a little!

We aim to dispatch all orders within 3 working days by Royal Mail, so your order will be with you before you know it!

All orders will be dispatched within 2-3 working days from acceptance of your order

All delivery times quoted are estimates only and we cannot guarantee delivery at any particular time or date (unless you have specified an actual delivery service).

If we are prevented from delivering within 30 days after we accept your order, we will give you the option of either: 1. Accepting delivery. 2. Cancelling the order.

If we choose to cancel the contract (after we give you the option) we will refund the relevant part of your payment; and the cancellation will be on the basis that you have no further claim against us under the contract.

If you accept delivery of the goods after the estimated delivery time, it will be on the basis that you have no claim against us for delay (including loss of profit, or other financial loss, of indirect or consequential loss or increase in the price of goods).

We may deliver your goods in instalments. Each instalment will be treated as a separate contract.

Gordon Rhodes Limited

Effective date: March 2026

This Returns and Refunds Policy (“Policy“) applies to all sales by Gordon Rhodes Limited (company registration number 07721573), a private limited company incorporated in England and Wales with a registered address at Dalesman House, Chase Way, Bradford, West Yorkshire BD5 8HW (“we”, “us”, “our”) to consumers.

A “consumer” means an individual acting for purposes that are wholly or mainly outside that individual’s trade, business, craft or profession. This Policy does not apply to business customers. We have a separate returns policy for business customers and we can supply that on request.
This Policy is designed to be clear and to ensure returned products are handled safely, legally and efficiently. It should be read together with our terms and conditions and any order-specific documents.

1.  Your Consumer Rights

As a consumer, you have statutory rights under the Consumer Rights Act 2015. Nothing in this Policy affects your statutory rights that cannot be limited or excluded under applicable law.

2.  Eligibility to Return

Standard (non-bespoke) products

You may return standard (non-bespoke) products in the following circumstances:

• The goods are faulty or not of satisfactory quality;
• The goods are not fit for purpose;
• The goods do not match their description;
• You are exercising your statutory right to cancel a distance contract within the cancellation period; or
• We have otherwise agreed to accept a return.

Bespoke products

We do not generally accept returns of bespoke or made-to-order products, except where the product is defective or non-conforming. Your statutory rights in relation to faulty or misdescribed goods are not affected. For bespoke or made-to-order products, we will continue development and remedial work to address any issues you raise before arranging a physical return. A physical return of bespoke products will only be accepted after our technical team completes its review and provides written approval for return.

3.  Cancellation Right for Distance Sales

If you purchased goods from us online, by telephone or by mail order, you have the right to cancel your order without giving any reason within 14 days from the day after you receive the goods. To exercise this right, you must inform us of your decision to cancel by a clear statement (for example, by letter, email or telephone call to our customer service team). You must then return the goods to us within 14 days of notifying us of the cancellation.

Please note that this cancellation right does not apply to:

• Bespoke or made-to-order products that have been personalised to your specifications;
• Sealed goods which are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed after delivery. This will include food items; or
• Goods which have been mixed inseparably with other items after delivery.

4.  Return Authorisation Process

Before returning anything, please contact our customer service team to request a return. If we agree that a return can proceed, we will issue a written return authorisation and allocate a case reference, which we maintain to ensure full traceability.

5.  Condition of Returned Goods

Returned goods should be in the condition specified in our return authorisation, including any requirements about packaging integrity, cleanliness, and prevention of contamination.

On receipt, all returns are moved to our designated returns holding area and quarantined in line with our BRCGS procedures pending quality assurance (“QA”) inspection.

Our quality assurance team is responsible for confirming whether goods are suitable to be returned to stock, repacked, or if they must be discarded. We document the disposition decision against the internal case reference and may require evidence for any credit.

If you are exercising your cancellation right, you may handle the goods only as necessary to establish their nature, characteristics and functioning (as you would in a shop). If goods are returned in a diminished condition as a result of handling beyond this, we may reduce your refund to reflect any reduction in the value of the goods.

6.  Bespoke Products

For bespoke or made-to-order products, we will continue development and remedial work to address any issues you raise. A physical return will only be accepted after our technical team completes its review and provides written approval for return. We may implement a corrective action without requiring a physical return.

If a bespoke product is approved for return, it must follow the same authorisation and documentation steps set out in Section 4 above and will be subject to technical and QA review on receipt.

No credit or refund will be issued for bespoke products unless and until our technical team confirms that the product has been assessed and an appropriate disposition recorded.

7.  Time Limits

Subject to your rights as a consumer as detailed in clause 2 above, you must notify us as soon as you can if we have sent our own delivery drivers.

In any other case, you must notify us as soon as possible of any issue, subject to technical and QA review.

We may set notification deadlines for standard products in your order confirmation. For safety, quality and traceability reasons aligned to our BRCGS procedures, we will not process returns that are raised or received outside of agreed timeframes, unless we confirm an exception in writing. Any exception will still require full compliance with our authorisation, identification and QA assessment steps.

8.  Refunds and Replacements for Goods that you are entitled to be refunded under this policy

Faulty goods: If goods are faulty and you are entitled to a refund under your statutory rights, we will refund the full price paid for the goods, including standard delivery costs. We will process the refund within 14 days of receiving the returned goods (or, if earlier, within 14 days of you providing evidence that you have returned the goods).

Cancellation refunds: If you exercise your cancellation right, we will refund the price paid for the goods, including the cost of standard delivery to you. If you chose a more expensive delivery option, we will only refund the cost equivalent to standard delivery. We will process the refund within 14 days of receiving the returned goods or evidence that you have sent them back.

Replacements: Where we agree a replacement, it will be issued through our sales team after quality assurance clearance.
Refunds will be made using the same payment method you used for the original transaction, unless we have expressly agreed otherwise with you.

9.  Return Costs

Faulty goods: If you are returning goods because they are faulty, not as described, or do not meet the contract, we will bear the cost of the return.

Cancellation returns: If you are returning goods because you have changed your mind (cancellation right), you are responsible for the cost of returning the goods to us, unless we have agreed otherwise or we failed to inform you that you would have to bear the cost of returning the goods.

Other returns: For returns accepted outside the above circumstances, you are responsible for transport and insurance in transit unless we otherwise expressly agree in writing. We may charge a restocking fee for standard products returned for reasons other than our error or product defect.

10.  Risk and Title

You are responsible for the goods and bear the risk of loss or damage until we physically receive the goods at our designated returns location with the correct return documentation. Title to returned goods passes back to us only upon our written acceptance of the return following quality assurance disposition.

11.  Non-Compliant Returns

We may refuse delivery or segregate and hold any returned goods that arrive without prior notification (where required), without the correct documentation, or in a condition inconsistent with the return authorisation. Where documentation is missing on arrival, our team will attempt to locate or raise the internal case reference. If the required internal reference cannot be identified within a reasonable time, the return may be rejected and we may charge associated costs. This does not affect your statutory rights in respect of faulty or misdescribed goods.

12.  Exclusions and Hygiene

For safety and quality reasons, certain categories of goods may be excluded from return (other than where goods are faulty), including (but not limited to):

• Items that cannot be verified as being stored and handled correctly after delivery;
• Items with compromised packaging or seals where this was not part of the authorised return;
• Items past any stated shelf-life or expiry (where applicable); and
• Sealed goods which are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed after delivery.

13.  How to Arrange a Return

To request a return, please contact our customer service team with your order reference, product details, and reason for return. If approved, we will issue a return authorisation. If we arrange collection, we or a third-party carrier will contact you with the agreed collection time.

Contact details:

Gordon Rhodes Limited, Dalesman House, Chase Way, Bradford, West Yorkshire BD5 8HW, 01274 758 007, ask@gordonrhodes.co.uk.

14.  Complaints

If you are unhappy with the way we have handled a return or wish to make a complaint, please contact our customer service team using the details above. We will endeavour to resolve your complaint promptly and fairly.

15.  Changes

We may update this Policy from time to time. The version in force at the time you request a return will apply to that request, unless we agree otherwise in writing.

16.  Governing Law and Jurisdiction

This Policy, and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims), shall be governed by, and construed in accordance with, English law, and the parties irrevocably submit to the exclusive jurisdiction of the English courts.