RETURNS & REFUNDS
How do I return an item?
To return any faulty or damaged items please email our customer services. Our office hours are Monday to Friday, between 9am and 5pm. Please state the reason for the required refund/return and what you would like us to do - refund/replace.
Can I return goods bought online to a store?
Yes, it is possible to return any items bought online to our shop, see our contacts page for our address.
What items are excluded from your returns policy?
Pre-cut ribbon. As these products are unlikely to be resold these products are not covered by our standard returns policy. Cut length ribbon or fabric cannot be returned as this cannot be resold. Due to the nature of the product, and restrictions with Royal Mail, we are also unable to accept refunds on any paint item.
What if my return goes missing in transit?
On rare occasions items may get lost in the post. If you believe your order has got lost in the transit, please follow the instructions set out below:
- Contact your local Royal Mail sorting office to make sure they are not holding any items for you.
- Make sure you record the name of the person you spoke to, and the address of the sorting office, as you will need this information to continue your claim.
- If the sorting office is not holding items for you, please email us making sure you provide the information above, together with confirmation of your full delivery address.
- We will aim to process your claim within 7 working days and pending our investigation, we may send out a free-of-charge replacement item. Unfortunately, we cannot refund or send replacement items unless you have followed the above procedure.
What are my rights under the Distance Selling Regulations?
You have the right to cancel your contract (order) with us at any time up to 7 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us, or collection arrangements made, at your cost.
Full details of your rights under the Distance Selling Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.
The product I received is faulty, what should I do?
If a product is found to be faulty, it can be returned for an exchange. A refund of the delivery charge will also be made, in accordance with Distance Selling Regulations. A refund of delivery charges will only be made when a product is found to be faulty, damaged or incorrect.
Please contact us between 9am and 5pm, Monday to Friday, or by email to arrange the return of the item for a refund or an exchange.
What if only part of my order has arrived?
If you receive only a part order, you will have been sent an email, explaining why. If you haven’t received an email, please contact us immediately.