Worldwide Refund and Returns Policy
We want you to be happy with your order. This policy explains how returns, refunds, exchanges and cancellations are handled for purchases made from us through our website, by telephone or by mail order. We are based in the United Kingdom and our terms may state that English law applies, but nothing in this policy limits or excludes any mandatory consumer rights that apply to you in your country of residence.
1. Which consumer laws apply
If you are a UK consumer and you buy goods from us online, by telephone or by mail order, UK consumer law usually gives you the right to cancel your order within 14 days of receiving the goods, unless an exemption applies. If you are outside the UK, your purchase may also be protected by mandatory consumer laws in your own country or region. Where those mandatory local laws give you additional rights, this policy does not take those rights away.
For international customers, return and cancellation rights may vary depending on where you live, the type of goods ordered, and whether the goods are standard stock items, personalised items or custom-made items. Please contact us if you are unsure which return process applies to your order.
2. Cancelling an order
If you wish to cancel an order, please tell us clearly by email, telephone or in writing and include your order details so that we can identify your purchase. UK consumers must normally tell us within 14 days of receiving the goods if they wish to cancel. Customers outside the UK should notify us as soon as possible and, where applicable, within any cancellation period required by mandatory local consumer law.
Once you have told us that you wish to cancel, you must return the goods to us without undue delay and, for UK consumer cancellations, normally within 14 days of telling us. Unless the goods are faulty, damaged, not as described, incorrect or we have made an error with your order, you are responsible for the cost of returning unwanted goods to us. We recommend using a recorded or tracked delivery service.
Where applicable, EU customers may also exercise their statutory right of withdrawal using the withdrawal function available on our website
3. Returning unwanted items
Items returned because you have changed your mind must be returned unused, in their original condition and, where reasonably possible, in their original packaging. Please include your order details or proof of purchase with the returned goods.
We cannot process a refund or exchange until the returned item has reached us. If returned goods have been handled more than necessary to inspect them, or are returned damaged or incomplete, we may be entitled to reduce the refund where permitted by applicable law.
4. Damaged, faulty or incorrect items
If your goods arrive damaged, faulty or incorrect, please contact us as soon as possible by calling +44 (0) 117 952 7646 or by using the contact details provided with your order. We ask that damage in transit is reported within 3 days of receipt where possible, so that we can resolve the issue quickly and raise any delivery claim if needed. This does not limit your statutory or mandatory consumer rights.
5. Remedies for faulty, damaged, incorrect or misdescribed goods
Where an item is faulty, damaged, not as described or incorrect, we will offer an appropriate remedy, which may include a repair, replacement, exchange or refund depending on the circumstances and the laws that apply to your purchase. We will cover reasonable return postage costs where the return is due to a fault, damage, misdescription or our error, unless a different rule is required by mandatory applicable law.
6. Refunds
Refunds will be made to the original payment method unless we agree otherwise or applicable law requires a different method. For UK consumer cancellations, refunds will usually be processed within 14 days of the date we receive the returned goods or, if earlier, the date you provide evidence that the goods have been returned. For customers outside the UK, refund timing will be handled in accordance with this policy and any mandatory consumer laws that apply in your country or region.
Where applicable, we will refund the standard delivery charge paid for the original delivery. If you selected a more expensive delivery option, we are not required to refund the additional cost above standard delivery unless mandatory applicable law says otherwise.
7. International orders, customs duties and taxes
For orders delivered outside the United Kingdom, you may be responsible for import duties, taxes, customs charges, brokerage fees or other local charges applied in the destination country. These charges are set by local authorities and are not usually controlled by us. Unless we have expressly agreed otherwise, such charges are your responsibility.
If you return an international order, we do not normally refund customs duties, taxes or other import charges paid by you. You may be able to apply to the relevant customs authority in your country for a refund of those charges, depending on local rules.
8. Exchanges and replacement items
If you request an exchange or replacement and the item is out of stock, we will contact you to discuss the available options, which may include waiting for new stock, choosing an alternative item or receiving a refund.
9. Exclusions
Some items may not be eligible for cancellation or return unless they are faulty, damaged, incorrect or not as described. This may include personalised goods, custom-made goods, bespoke commissions, or any other items excluded from cancellation rights under applicable law.