We hope you’ll be very happy with your delivery once it arrives, but we also know that sometimes when things arrive they aren’t quite what you thought they’d be. Your statutory right to cancel your order means that you have every right to request a return within 14 days of delivery – please just email us at firstname.lastname@example.org within 14 calendar days of receipt of your order to let us know what you’d like to return and why, and we will confirm the cancellation. You will then have a further 14 days from the date on which you emailed to inform us of the cancellation to send the item(s) back to us. We will process your refund for the items returned and your original standard delivery costs within 14 days of receiving the goods back, as long as they are undamaged and in an unused and resalable condition in their original packaging. We cannot be held responsible for any bank or credit card charges that you may incur whilst waiting for returns to be refunded to you. Please do ensure that all items are packed securely and sufficiently to withstand the delivery journey; we may be unable to refund you if items arrive back to us damaged or in an unsaleable condition. We also recommend that you return goods using an insured, registered delivery service and that you keep your postage receipt; we are unable to accept liability for any goods lost or damaged on their way back to us. Please note that while we will refund your original standard delivery costs, you will be responsible for the return delivery costs. Please also note that these standard return terms do not apply to any perishable items (food, for example) or any items that have been personalised for you in any way – we cannot accept returns in those cases.
All of the small brands who we work with take great pride in what they do, and work very hard to produce something that they can be proud of and that you will be delighted to own. However, while we sincerely hope that all deliveries reach you in perfect condition, sometimes something does go wrong. Should you receive anything from us that is faulty or you feel is not as described, please email us within 14 days of receipt of your delivery at email@example.com and let us know what the problem is; we may ask you to send through some pictures for us so that we can see the issue, too. Please do not attempt to fix any faulty item yourself, as this may affect your entitlement to a refund. Once we have established that there is a fault, we will be very happy to offer you either an exchange at no extra cost to you or a full refund for the item(s) in question as well as the original standard delivery costs. Please don’t return any faulty items back to us unless we specifically request it; if we request a return then we will cover those costs as long as our requested shipment method is used. We will not be liable for the return costs of any faulty items where we have not requested the return, nor for the full return costs where a more expensive method of shipping has been used. Please note that these terms covering faulty items do also extend to perishable and personalised goods.