Refunds are at our sole discretion. We advise all our customers to contact us immediately if for any reason you are unhappy with your purchase or wish to apply for a refund. Your enquiry will be handled as soon as possible and you will receive information on how to best proceed. Please be aware that all returns and refunds are subject to the following terms and conditions. All products returned to us will be thoroughly assessed by our skilled teams of craftspeople to ascertain the presence and cause of any damage. Their report and findings will determine whether the claim for refund is granted.
If you wish to obtain a refund because of a defect in the goods you will be refunded in full, provided that we are satisfied that the defect is genuine and that we cannot replace the goods within a reasonable period of time.
We will usually refund any money received from you using the same method of payment originally used by you to pay for your purchase. If we are making a refund to you, we will process your refund as soon as possible. This is usually within 30 days of the day on which we received notice from you that you wished to obtain a refund.
Personalised or custom bespoke items cannot be refunded or exchanged.
8. Returns Policy
8.1 If you are unhappy with your products, you can return them to us and receive a full refund of the product price provided that you return the product to us in accordance with our returns policy (which is set out in this section 8). Delivery charges are non-refundable unless the products are incorrect or faulty. To return a product you need to:
8.1.1 Notify us of your intention to return items by emailing firstname.lastname@example.org and provide your order number, the item name/number of the product you want to return and a brief description of why you wish to return the item(s).
8.1.2 Please return the goods securely packaged and use a delivery service with signed for and insured shipping.
8.1.3 If your order was delivered outside of the UK, ensure that the package and shipping forms have the original delivery tracking number on it and mark the package and shipping forms “Return of Faulty Goods to the UK” to avoid customs taxes.
8.2 All returns must be received by us no later than 14 days after the products are delivered to you.
8.3 You are responsible for the products until they are received by us at the return address. We recommend that you use a special delivery service with tracking option when returning items and to retain their proof of postage.
8.4 All returns must be in perfect condition, and with their original packaging. We are unable to offer any refunds on items that are scratched, stained, damaged, or that are not in their undamaged original packaging. In these situations, the items will be returned to you at your own cost.
8.5 You may not return products if they have been worn, altered or damaged (whether as a result of wear and tear, deliberate damage or accidental damage caused by you or when the products were in your care).