Return an item
Returns and cancellations of STOCK ITEMS
(Coat Hooks, Home Accessories, Cards and Prints)
We do hope you are delighted with your item but, if for any reason you are not, please write to us within 7 days of receipt at firstname.lastname@example.org
After you have informed us you have 14 days to return your item to us.
If the item arrives damaged please don’t throw away the item or any packaging before speaking to us and agreeing that doing so will not affect your refund or exchange.
If the item arrives in good condition but you decide that you do not want to keep it or you prefer a different colour, gesture or product we will be happy to arrange an exchange or refund provided your item is returned in a fully saleable condition i.e. intact, unused, unblemished and in its original packaging. Otherwise, we reserve the right to refuse a refund or will offer a partial refund of the selling price.
We will not refund the original delivery charge or the charge for returning the item to us unless we sent you a faulty or wrong product. If you request an exchange, we will charge you for shipping the new item to you.
When returning your item please wrap and pack it securely to avoid damage during transit. We recommend using a trackable delivery service (signed-for delivery service with proof of postage) as we cannot accept liability for items damaged or lost when being returned to us.
Many of our products are made by hand which may result in slight variations in appearance. It is the nature of this method of production that gives each product a unique quality and character.
We can only refund and exchange items purchased on our website. If you purchased an item from one of our stockists please contact them directly.
Refunds and cancellations of MADE TO ORDER & CUSTOM MADE items (lighting and furniture)
Lighting and furniture items are made to order or custom made on a typical 4 - 6 week lead time.
You can cancel or amend your order if you notify us at email@example.com within 7 days of placing your original order. We will not be able to refund any payment after that time.
Made to order and custom made items can only be exchanged or refunded in the unlikely event of a fault being found which should be reported to us within 7 days of receipt.
Any item of furniture we are unable to deliver due to problems involving access to a property that is not mentioned by email when ordering will not be refunded. Please make sure that access and all measurements of furniture items ordered are checked.
It is the customer's responsibility to ensure lighting is installed by a suitably qualified electrician in accordance with our instructions.
This cancellation policy does not affect your statutory rights.
When refunds are paid
Approved refunds will be paid within 30 days of the return of the items. For security reasons, refunds are given by the same method the original payment was made by.
What we cannot exchange or refund
We are unable to refund or exchange commissions, made to order or custom-made items made to your specific requirements.
Cancellations by us
We reserve the right to cancel the order if we are unable to get sufficient stock or materials to deliver the items you have ordered.
In the event of us cancelling the order we will provide a full refund within 30 days.
The above is a summary of our full returns, cancellation and liability policy which can be viewed here.
If you have any further questions please get in touch with us at firstname.lastname@example.org