We hope you will be completely delighted with your order. However if for any reason you are not, we are happy to offer a refund, exchange or provide a replacement of any stock items (excluding made to order or bespoke products) as long as you return it to us within 14 days from delivery, unopened, unused and in its original condition. We reserve the right to refuse an exchange or refund if items are non-saleable.
Returning your item(s)
To request a refund or exchange, please email us at email@example.com to request a Returns Form, detailing the product(s) you are returning and give a reason why the products are not suitable and whether you require an exchange or refund. Please always include a convenient telephone number and your email address in case we need to contact you regarding your return.
Please package your products safely with sufficient protection to avoid any leakages or damage, and enclose them with your completed returns form.
Items must be sent within 14 days of receipt, using a tracked postal or courier service, the cost of which is the responsibility of the sender (customer). We recommend using Royal Mail Recorded Delivery. We strongly recommend that you obtain a postage receipt from the Post Office with your tracking number. We are responsible for your parcel only once it has been received into our workshop. Items lost in transit will not be treated as returned.
Make sure your items are securely wrapped and send your return to:
60-62 James Street
Items returned by post can take up to 14 working days to process.
Once we have processed your return our Returns Department will contact you by telephone or email. Please be aware that it can take 3 to 5 working days after we have processed a refund payment for it to appear on your credit card statement. For refunds we will reimburse you using your original payment method.
If, after sending your parcel back you have not been contacted by us, please kindly contact us by email at firstname.lastname@example.org, in order for us to further investigate.
Items returned to us later than the 14 day time period specified will not be eligible for refund or exchange and if you send them regardless of being outside this timeframe, we will not be liable to return them back to you.
If you have commissioned us to produce a bespoke product or requested a product with specifications or volume that we have had to ‘made to order’ please note we cannot offer any refunds or exchanges after the order has been placed. This would relate only to bespoke orders arranged with us, not standard online purchases.