30-Day Happiness Guarantee

We want you to love what you ordered. If something is not quite right, contact us within 30 days of delivery, and we’ll help find the best solution.

Depending on the situation, that may be a return, replacement, exchange or refund. No disappearing into a customer-service black hole. Just real help from real people.

To get started, email support@thegreatescapeclub.com with:

• your order number;
• a brief explanation of the issue;
• and a clear photo if the item is damaged, faulty or incorrect.

Please contact us before sending anything back. Returns sent without prior approval may not be accepted.

This guarantee is provided in addition to any rights you may have under applicable consumer law.

Standard Returns

For approved returns where the product is not faulty, the item must generally be:

• unworn and unwashed;
• in the same condition in which it arrived;
• returned with any original tags and packaging;
• accompanied by your receipt or proof of purchase.

Return shipping costs are generally the customer’s responsibility for change-of-mind, sizing or preference-based returns, unless we advise otherwise or local law requires a different outcome.

Once your return has been approved, we’ll provide clear instructions on where and how to send it.

Damaged, Faulty or Incorrect Items

Please check your order when it arrives.

If an item is damaged, faulty, misprinted or different from what you ordered, contact us with your order number and a clear photo of the issue.

We’ll review it promptly and arrange an appropriate solution, such as a replacement or refund. Where the issue is our responsibility, you will not be required to cover the cost of returning the item.

The 30-day guarantee does not limit any longer-lasting rights that may apply under local consumer law. Australian consumer guarantees, for example, do not have a fixed 30-day expiry for faulty products.

Personalised Products

Products personalised with a customer’s name, date, wording or custom artwork are created specifically for that customer and generally cannot be returned because of a change of mind.

They remain covered if they arrive damaged, faulty, misprinted or different from the approved order.

Gift cards are non-returnable except where required by law.

Exchanges

Need a different size, colour or style?

Contact us and we’ll explain the best option. In many cases, the quickest approach is to return the original item and place a new order once the return has been approved.

We recommend checking the size guide before ordering to help choose your best fit.

European Union and United Kingdom Cooling-Off Rights

Customers receiving eligible online orders in the European Union or United Kingdom generally have the right to cancel their purchase within 14 days of delivery, without providing a reason.

After notifying us, the customer generally has a further 14 days to return the goods.

Items should be returned unworn, unused and in their original condition. Some exceptions apply, including products that have been clearly personalised or made to the customer’s specifications. These exceptions do not remove the customer’s rights if the item is faulty or incorrectly supplied.

These regional rights apply alongside our 30-Day Happiness Guarantee.

Refunds

We’ll let you know once your return has been received and reviewed.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days for us to process the refund, followed by any additional time required by your bank or card provider.

If more than 15 business days have passed since we confirmed your refund, email support@thegreatescapeclub.com and we’ll look into it.