Shipping & Returns Policy

​

Grumpy Old Veteran

At Grumpy Old Veteran, we take pride in producing high-quality military gifts, regimental crests and handcrafted products. Many of our items are individually made to order, and we want every customer to be happy with their purchase.

Please read the following information before placing your order.

​

​

1. Shipping & Delivery

​UK Delivery

We currently accept orders for delivery within the United Kingdom only.

We offer free UK delivery on selected products, while others may carry an additional shipping charge.

Any applicable delivery charges will be clearly displayed at checkout before payment.

Overseas customers please contact us.

​

Standard Production Times

Many Grumpy Old Veteran products are manufactured to order rather than held in stock.

Our usual production time for standard catalogue products is 7–10 working days, excluding weekends and UK bank holidays, unless otherwise specified on the individual product page.

​

Bespoke & Custom Orders

Production times for bespoke commissions, personalised designs and custom-made items will be discussed and agreed with the customer at the time of purchase.

Timescales depend on the nature, complexity and individual requirements of each commission.

​

Dispatch & Delivery

Once your order has been produced and is ready for dispatch, it will be sent using a tracked UK delivery service.

We currently use Royal Mail Tracked 48, although we may use alternative reputable delivery providers depending on the size, weight and destination of your order.

​

Our standard delivery service aims to deliver within 2–3 working days after dispatch, although delivery times are estimates and are not guaranteed.

​

Where tracking information is available, this will be provided so that you can follow the progress of your delivery.

Please note that delivery times are separate from our usual production period of 7–10 working days for standard made-to-order products.

If we anticipate a significant delay, we will contact you as soon as reasonably possible.

Your statutory rights concerning delayed or undelivered goods remain unaffected.

​

​

​

2. Returns & Cancellations

​Standard Catalogue Products

For standard products purchased through our website, including products manufactured to order from our regular catalogue with preset sizes, colours, finishes or framing options, you normally have the right to cancel your order within 14 days of receiving the goods.

You may also cancel your order before the goods are dispatched.

​

To exercise your right to cancel, please contact us by email or telephone within the applicable cancellation period.

Once you have notified us of your cancellation, you have a further 14 days to return the goods.

​

Please package returned items carefully to protect them during transit. Original packaging should be used where possible.

For change-of-mind returns, customers are responsible for the direct cost of returning the goods. Where an item cannot normally be returned by post, we will provide information about the expected return cost before purchase.

​

We may make an appropriate deduction from your refund if goods have been handled beyond what is necessary to establish their nature, characteristics and functioning.

​

​

Bespoke & Personalised Products

​Some Grumpy Old Veteran products are created to individual customer specifications and are not part of our standard catalogue range.

​

These may include:

• Bespoke hand-carved designs.

• Individually commissioned military crests or plaques.

• Products featuring personal names, inscriptions or unique specifications.

• Other genuinely personalised or custom-designed commissions.​

​

Where products are genuinely made to your specifications or clearly personalised, the normal 14-day change-of-mind cancellation right does not apply.

We will make this clear before confirming a bespoke order.

​

If you wish to cancel a bespoke order, please contact us as soon as possible. Any cancellation rights outside the statutory change-of-mind period will depend on the agreed terms and applicable law.

​

This exception does not affect your statutory rights where goods are faulty, damaged or not as described.

​

3. Damaged, Faulty or Incorrect Goods

​We take great care when producing, checking and packaging our products.

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Please provide:

• Your name and order number.

• A description of the problem.

• Photographs of any damage or fault, where available.

We will investigate and arrange an appropriate remedy in accordance with your statutory consumer rights.

Depending on the circumstances, this may include a repair, replacement or refund.

​

Where goods are faulty or incorrectly supplied, Grumpy Old Veteran will cover reasonable return postage costs where a return is necessary.

Under the Consumer Rights Act 2015, customers may be entitled to reject faulty goods within 30 days of delivery, subject to the applicable statutory conditions. Additional rights to repair, replacement or other remedies may apply after this period.

Your statutory consumer rights remain unaffected.

​

4. How to Return an Item

To request a return, cancellation or refund, please contact Grumpy Old Veteran using the details below.

​

Email: jim.allott@me.com

Telephone: 07904 912 281

Please include your name, order number and details of the item.

For change-of-mind cancellations, you do not need to provide a reason.

Please contact us before returning an item so that we can identify your order and provide appropriate return instructions. Contacting us for instructions does not prevent you from exercising your statutory cancellation rights.

​

Returns Address

Grumpy Old Veteran
Unit 12, Phoenix Workshops
Station Road
Mochdre
Colwyn Bay
North Wales
LL28 5EF
United Kingdom

Please package returned goods securely and retain proof of postage.

We recommend using a tracked postal service for valuable items.

​

5. Refunds

Where you exercise your statutory right to cancel a standard online purchase, we will refund the price paid for the returned goods, together with the original basic delivery charge where applicable.

If you selected a more expensive delivery service, we are not required to refund the additional amount above the standard delivery charge.

Where goods are being returned, we will issue the refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Where an order is cancelled and no goods need to be returned, we will issue the refund within 14 days of being informed of the cancellation.

Refunds will normally be made using the original payment method, unless otherwise agreed.

Where goods are faulty, damaged or incorrectly supplied, refunds and other remedies will be handled in accordance with applicable UK consumer law.

​

6. Contact Grumpy Old Veteran

For questions about shipping, orders, cancellations, returns or refunds, please contact:

​

Grumpy Old Veteran

Unit 12, Phoenix Workshops
Station Road
Mochdre
Colwyn Bay
North Wales
LL28 5EF
United Kingdom

​

Telephone: 07904 912 281
Email: jim.allott@me.com
Website: www.grumpyoldveteran.com

​

We aim to resolve customer enquiries fairly and promptly.

Nothing in this policy affects your statutory consumer rights under UK law.

Last updated: 16 October 2026