Given the amount of thought and love that has been poured by our makers into all our products, we really hope that you're happy with yours.
However, should you be unhappy with your purchase, we offer a full returns policy.
1. UNWANTED GOODS
You can return or exchange unwanted goods to us as long as they are:
a) received by us within 14 days of the original delivery date;
b) in their original packaging;
c) unused and in perfect condition; and
d) accompanied by a note with the returned item stating your name, address, email address, contact telephone number, order number and the reason for the return and what refund/exchange you require.
Customers returning or exchanging unwanted goods that are not damaged will only be refunded the value of the item purchased, and not any costs incurred for returning the item.
THIS RETURNS POLICY SPECIFICALLY EXCLUDES BESPOKE ITEMS, INCLUDING ITEMS THAT HAVE BEEN MADE TO MEASURE OR PERSONALISED IN ANY WAY. SUCH ITEMS CANNOT BE RETURNED OR EXCHANGED UNLESS THEY WERE RECEIVED DEFECTIVE OR DAMAGED.
2. DEFECTIVE AND DAMAGED GOODS
Defective or damaged items should be returned to us for assessment by the master craftsperson who made you item.
Should their assessment confirm the problem, we'll replace your item of charge or give you a full refund (including the cost of posting the item back to us).
Fortunately, the experience of our makers and their passionate obsession with detail means this is a rare occurrence.
3. ALL RETURNS
As soon as we receive your items we will process your request for a replacement or refund. We will notify you via the email address provided as soon as your request has been processed.
Proof of return and postage may be required should an item be lost in transit. Neither refunds nor replacements can be made until such proof is provided. We strongly suggest you get a Certificate of Posting from the Post Office when you send an item back.
All refunds will be credited via the original method of payment unless otherwise notified. Refunds will be furnished within 14 days of the agreement to refund.
If you have requested a refund or replacements of a lower value than the returned goods, a refund will be credited back via the method used to pay for the original order. We will let you know as soon as the refund has been processed.
If you have requested replacements of a higher value, any difference due will be charged as per the method of the original order.
4. CONTACT US
If you have any questions on how to return your item to us, contact us using the contact form on our website or by calling us on 020 3488 2530.