Returns & Refunds

I want you to love what you have bought. If something is not right, please tell me — I will always try to put it right.

Your right to change your mind

If you bought online, under the Consumer Contracts Regulations 2013 you have 14 days from the day your order arrives to tell me you would like to cancel, and a further 14 days to send it back. You do not need to give a reason.

Once I have the item back — in its original condition and, where possible, its original packaging — I will refund you within 14 days, including the standard delivery charge you originally paid.

The cost of posting an item back to me is yours to pay, unless the item is faulty, damaged or not what you ordered.

Personalised and made-to-order pieces

This is the important one. The 14-day right to change your mind does not apply to items that are made to your specification or clearly personalised — so personalised cushions, personalised tote bags, custom wreaths and anything made specially in your colours cannot be returned simply because you have changed your mind.

That is why I always send a design over for you to check before I make anything. Please do read it carefully, especially spellings of names — once it is stitched or painted, it cannot be undone.

This does not affect your rights if a personalised item arrives faulty, damaged, or is not what we agreed. In that case it is covered exactly like anything else.

Faulty, damaged or wrong items

Under the Consumer Rights Act 2015, what I sell you must be of satisfactory quality, fit for purpose and as described. If it is not:

• Within 30 days of receiving it, you can ask for a full refund.
• After 30 days, I will repair or replace it. If that is not possible, you can have a refund.

Please send me a photograph when you get in touch — it usually means I can sort it out much faster.

Handmade means handmade

Everything here is made or finished by hand, so small differences in a brushstroke, the exact placing of a flower or the shade of a fabric are part of the character rather than a fault. Photographs are as accurate as I can make them, but colours can look different from screen to screen.

How to return something

1. Message me with your name, your order number and what the problem is.
2. I will reply with the return address and confirm anything you need to do.
3. Please get a proof of postage — until it reaches me, the parcel is your responsibility.

Refunds go back to the card or account you originally paid with.

Still not happy?

Please tell me first and give me the chance to fix it. If we cannot agree, you can take the matter to your local Trading Standards service via the Citizens Advice consumer helpline.