Returns and Refunds
We’re sure you’ll be delighted with your order, but there may be occasions where you feel it’s necessary to return an item. We aim to keep the process as easy as possible. These terms do not affect your statutory rights.
Please let us know via email before returning any items, and the reason for returning the item. We will confirm return acceptance and provide details and procedure to ensure your problem is swiftly resolved. You can return an item within 7 days of the date on which you ordered the item and we will refund you any money which you have paid for that item*. The item needs to be in an ‘as new’ and unopened condition and complete with all packaging and components and accessories, all original tags must be attached to items such as plush. Please ensure any gift boxing is not damaged, taped over or marked which may void the ‘as new’ state. It will be your responsibility in such cases to pay the return postage for that item.
We advise you to use a secure delivery method which requires a signature upon receipt (such as Royal Mail Special Delivery) and which insures you for the cost of the items being returned, as in the unusual event of the package going missing you are accountable for the returned items until they reach us.
If you return an item to us that is not in an ‘as new’ and opened condition we reserve the right to return the item to you, or refund you in gift vouchers rather than credit you.
*We reserve the right to charge a restocking fee of up to 30% or £5.00 (whichever is greater) to cover the initial postage and administration time dealing with requests of this nature. Please allow up to 28 working days for such requests to be processed from the time you return your item(s).
Damages and Faults
Damaged in transit
We take care to ensure that all our parcels are adequately packaged due to the delicate nature of some of our products and rough handling by a number of carriers. We have over 10 years of experience in packaging fragile items, but unfortunately damages can still (rarely!) occur. If your item was damaged in transit, please let us know via email within 7 days. Subject to availability, we will replace the item otherwise we will issue a refund. We may request that you return the damaged item to us or provide digital photographic proof of damage before processing a refund. Upon acceptance of a return, please ensure that the returned items are posted within 7 days. Postage for damaged items returned in this manner will be reimbursed separately from the item refund in the form of store credit unless otherwise agreed (this is due to 3rd party credit card handling restrictions). Return postage can only be claimed if the method of return corresponds to the instructions provided in the confirmation email. Consequential losses are not the responsibility of the seller. We regularly communicate with distributors and manufacturers and pass on the feedback so that they can improve on item packaging on future products and we are always looking to improve our own packaging systems.
Product faults, imperfections and workmanship
All our stock unless otherwise stated, is brand new and direct from distributors and manufacturers. The colours of items may slightly differ from what you see on our website due to the wide range of different monitor and display configurations. Slight imperfections or differences are common in many of our handcrafted products. Hand painted products can sometimes appear imperfect on close scrutiny, but minor acceptable detailing errors are usually passed by quality control at all stages. We will not entertain claims of 'damage' for replacements unless the workmanship can be shown to be below what the manufacturers consider acceptable variation.
Please let us know via email before returning any items, and the reason for returning the item. We will confirm return acceptance and provide details and procedure to ensure your problem is swiftly resolved.
The address to post the returned item is:
25 St George's Road Industrial Estate