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Returns are initiated through our self-service portal, designed to provide a streamlined and transparent experience. Customers may log into their account using the email address associated with their original purchase. From the order history, select the item to be returned and follow the prompts under “Request Return.” You will be asked to confirm the reason for return and select your preferred resolution, which may include a refund, exchange, or store credit. Once submitted, your request will be reviewed and, if approved, you will receive instructions for dispatch, including the return address and any applicable shipping label. All returns must be authorised prior to shipment to ensure proper handling and eligibility.

Returns must be initiated within thirty calendar days from the date of purchase. This window applies to both domestic and international orders. Requests submitted outside this timeframe may not be accepted. We recommend initiating your return as soon as possible to ensure eligibility and avoid delays in processing. The return window is strictly enforced to maintain inventory integrity and operational consistency.

All approved returns must be shipped to the following address:

TEN GRAND™
59–60 Thames Street
Windsor SL4 1TX
United Kingdom

We recommend packaging the item securely, preferably in its original packaging, to prevent damage during transit. Customers are responsible for ensuring that the parcel is correctly labelled and dispatched using a trackable courier service. TEN GRAND™ is not liable for parcels lost or damaged in transit due to inadequate packaging or unverified shipment methods.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a direct link to the courier’s tracking portal. You may also log into your TEN GRAND™ account to view tracking details under your order history. Tracking updates are provided in real time and reflect the latest status of your parcel as reported by the carrier. If your tracking information is not updating or appears incomplete, we recommend waiting 24 hours before contacting support, as some carriers may experience delays in scan reporting.

Delivery timelines vary depending on the destination, selected shipping method, and time of year. For orders within the United Kingdom, standard delivery typically takes between two to five business days from the date of dispatch. Express services, where available, may reduce this to one to two business days. International orders generally require seven to fourteen business days, though this may be extended due to customs processing, local courier delays, or seasonal volume. During promotional periods, holidays, or high-demand launches, dispatch times may be extended. Estimated delivery windows are provided at checkout and confirmed via email once your order has shipped. TEN GRAND™ monitors all shipments to ensure timely delivery and will proactively communicate any known delays.

We offer a range of shipping options tailored to your location and delivery preferences. These include standard tracked delivery, express courier services, and international priority shipping where supported. All available options are presented at checkout, along with estimated delivery timelines and associated costs. Shipping methods are selected based on destination, order value, and carrier availability. TEN GRAND™ reserves the right to adjust or substitute shipping methods in the event of service disruptions, strikes, or carrier limitations, and will notify customers accordingly.

Shipping costs are calculated based on several factors, including destination, parcel weight and dimensions, selected delivery method, and carrier rates. Final shipping charges are displayed at checkout prior to payment confirmation. TEN GRAND™ does not apply hidden fees or surcharges beyond what is stated. For international orders, additional customs duties, import taxes, or handling fees may apply. These charges are not included in the shipping fee and remain the responsibility of the customer. We recommend consulting your local customs authority for guidance prior to placing an international order.

To request a different item, please follow our standard return process.

Log into your account using the email address associated with your order. From your order history, select the item you wish to return and follow the prompts under “Request Return.” Once submitted, your request will be reviewed. If approved, you’ll receive dispatch instructions, including the return address and any applicable shipping label.

All returns must be authorised prior to shipment to ensure proper handling and eligibility. Refunds are issued to the original payment method in accordance with our Returns Policy.

To secure a replacement item, we recommend placing a new order promptly to avoid delays due to inventory changes.