Returns can be accepted for any reason for items that are shipped from stock only.
As most of our items are custom-made to order, returns for these items can only be accepted for manufacturing fault as outlined in the current legislation:
When you don’t have to offer a refund
You don’t have to refund a customer if they:
- knew an item was faulty when they bought it
- damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund)
- no longer want an item (eg because it’s the wrong size or colour) unless they bought it without seeing it
You have to offer a refund for certain items only if they’re faulty, such as:
- personalised items and custom-made items, eg curtains
- perishable items, eg frozen food or flowers
- newspapers and magazines
- unwrapped CDs, DVDs and computer software
Despite this, if you talk to us and explain the issues with any custom-made product, we are committed to customer satisfaction and may be able to sort something out at our discretion.
For valid returns:
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be stock item (this is displayed in each item description) unused and in the same condition that you received it. It must also be in the original packaging.
Custom Made Products
Made to Order Products
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: F-JAS, Unit A7, Ashmount Enterprise Park Flint GB CH65YL.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: F-JAS, Unit A7, Ashmount Enterprise Park Flint GB CH65YL
Our Next Day service is not guaranteed and simply means that your order will be shipped with a courier using an advertised "Next Day" service. This typically refers to working days only, and items are still subject to our 0-1 day dispatch time. If you have paid for Next Day delivery and your order is late, we will consider refunding the next day charge if paid.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Free DPD shipping over £50 and Expresspak 1 & 5 Prices for mainland UK only and excludes Scottish Highlands (generally anywhere above Perth) & all UK Islands.