Returns &
Exchanges

Keep the item unused, complete and in its original condition. Where possible, retain the original packaging, labels, tags and protective films, and package everything safely.

• Please do not assemble, wash, alter or use the item beyond what is reasonably needed to inspect it.
• Missing parts, marks, damage or handling beyond normal inspection may reduce the value of any refund.
• Do not send the item until we have reviewed your request and confirmed the correct address.

For an eligible non-bespoke online purchase, notify us within 14 days of delivery. After the request is accepted, the item must be returned within the applicable return period.

• The customer arranges and pays the return cost unless the item arrived faulty, damaged or not as described.
• Use a tracked and suitably insured service and keep the receipt and tracking details.
• Original delivery costs are not normally refunded unless required by law or the return is due to a qualifying fault.
• Refunds are made to the original payment method after the item is received and inspected.

Items made or sourced to a customer specification cannot usually be returned for a change of mind. This includes personalised, made-to-measure and custom pieces, and may include a chosen size, fabric, fitting, shape, lining or measurement.

Other exclusions can include cut fabric, gift vouchers, supplier-fulfilled made-to-order goods, clearly described seconds or ex-display pieces, and hygiene-sensitive filled items once opened, used or removed from their original packaging. Product-page terms may also apply.

Your statutory rights remain unaffected where goods are faulty, damaged or not as described.

Where possible, reuse the original packaging and add sufficient protection for fragile or easily marked pieces. Lampshades, bins, ceramics and oversized items may need specialist protection.

• The parcel remains your responsibility until it is safely received and inspected.
• Confirm that your chosen courier covers the item type, particularly fragile goods.
• Keep proof of postage, tracking, receipts and packaging photographs until the case is complete.
• Once approved, clearly mark the parcel with your name and order number as instructed.

An exchange is confirmed after the original item has been returned, received, inspected and accepted in unused and undamaged condition.

• A price difference may be payable before the replacement is dispatched.
• Additional delivery, oversized-item or specialist-packaging charges may apply.
• If the replacement costs less, any balance is returned after applicable charges.
• Availability cannot be guaranteed until the exchange has been approved.

Report transit damage as soon as possible, ideally within 24 hours. Keep the item, outer box, shipping label, internal packaging, protective materials, inserts and fittings while we investigate.

For a transit-damage claim, please photograph:

• all sides of the unopened outer packaging and the shipping label;
• the internal packaging and protective materials;
• the item both inside and outside the box;
• the damage or fault clearly, from more than one angle.

This evidence helps us raise a claim with a courier, insurer or dropship supplier and may be essential to the available resolution.

The Estate Office will review the form and photographs, then confirm the appropriate next step. We may request additional images, offer a replacement or refund, ask you to retain the packaging, or arrange a return.

If no return is required, we will confirm that in writing. If a return is needed, wait for our instructions—the destination can vary by product, supplier and fulfilment route.

Tell us exactly where and how the item was purchased so the request reaches the correct team and location.

• Marketplace: Etsy or another platform may require its own messages, timescales or case process alongside this form.
• Wholesale or dropship: include the business name, end-customer order reference and delivery details. Never send directly to a supplier without our approval.
• Shows, fairs and events: provide the event name, date and proof of purchase. Change-of-mind rights for in-person purchases can differ.
• Stockist purchases: the original retailer is normally the first point of contact.

Please contact us before refusing a delivery. An unauthorised refusal can create return carriage, courier penalty, failed-delivery, handling, supplier, administration or storage charges.

Those costs may be deducted from a refund. For bespoke, made-to-order or otherwise non-returnable goods, refusing delivery does not automatically create a right to cancel.

Gift returns are normally handled with the original purchaser, and refunds can only be made to the original payment method unless we expressly agree otherwise.

Please allow time for return transit, inspection, any supplier or courier review, and payment processing. If tracking shows a return has arrived but you have not heard from us after 10 days, contact the Estate Office with your tracking details and case reference.