Returns and Refund Policy

We would rather you had something that works in your space than something that sits in a cupboard. This policy explains when you can return an item, what condition it needs to be in, who pays to send it back, and how quickly you get your money.

1. The return window

You may request a return within thirty days of the day your order is delivered. Contact us within that window and tell us your order reference and which items you want to return.

2. Condition of returned items

Items must be unused, in a resaleable condition, and returned with their original packaging and any parts, inserts, or fittings they came with. You may open a package and inspect an item in the way you would in a shop. An item that has been used, washed, assembled and disassembled, marked, or damaged after delivery may be refused or refunded in part.

3. Items that cannot be returned

Some items cannot be returned once they are no longer in a resaleable condition:

• candles that have been lit or burned;
• food storage containers and serving accessories that have been used with food;
• water bottles that have been used for a drink;
• personalised, engraved, or made-to-order items;
• gift sets that have been opened and separated;
• items marked as final sale at the time of purchase.

This does not affect your rights where an item is faulty, damaged on arrival, or not what you ordered. Those cases are covered in the sections below and are always our responsibility to put right.

4. How to start a return

Contact us with your order reference, the items you want to return, and a short reason. The reason helps us improve the catalog, and it is never used to argue with you. We will confirm the return, tell you where to send the items, and provide any documentation the carrier needs.

Please do not send anything back before we have confirmed the return, as unannounced parcels can be difficult to match to an order.

5. Who pays for return shipping

If you are returning an item because you changed your mind, you pay the cost of returning it, and we recommend a tracked service so you can prove it reached us.

If an item arrived damaged, is faulty, or is not what you ordered, we pay the return cost and will provide a prepaid label or refund the postage you paid.

6. Refunds

Once your return arrives and has been checked, we will process the refund. Refunds are issued to the original payment method. We aim to process them within five business days of receiving the item, and your bank or card provider may take a further few business days to show the money in your account.

A refund covers the price you paid for the returned goods. The original shipping charge is refunded when the return is our fault. Where you are returning an item because you changed your mind, the original shipping charge is not refunded.

7. Exchanges

If you want a different size, colour, or variant, tell us when you contact us. In most cases the simplest route is to refund the returned item and place a new order, which means you do not have to wait for the exchange to be reserved. If you would rather have a direct exchange, we will arrange it where stock allows.

8. Damaged on arrival

If an item is damaged when it reaches you, contact us within seven days of delivery with photographs of the item and its packaging. We will send a replacement or issue a full refund, whichever you prefer, and we cover all shipping costs involved.

9. Faulty items

If an item develops a fault in normal domestic use, contact us with your order reference, a description of the fault, and photographs. If the item is faulty rather than worn out or misused, we will repair, replace, or refund it. This is in addition to, and does not replace, your rights under consumer law.

10. Wrong item received

If we send you the wrong item, keep it safe and contact us. We will send the correct item and arrange collection or return of the wrong one at our cost. You are never out of pocket for a mistake we made.

11. Missing parts

If a product arrives without a part it should have included, contact us and we will send the missing part where we can, or replace the item if we cannot.

12. Cancelling before dispatch

If you change your mind before an order has been dispatched, contact us and we will cancel it and refund you in full. Once an order has been handed to a carrier, it must be returned under this policy instead.

13. Returns that do not meet this policy

If a returned item arrives outside the thirty-day window, is used, or is missing parts or packaging, we will contact you before making a decision. Depending on the condition, we may offer a partial refund or return the item to you. We will not simply keep an item and say nothing.

14. Bulk and wholesale returns

Bulk and wholesale orders are agreed in writing, and the return terms for those orders are set out in that written confirmation. Where the confirmation is silent, this policy applies.

15. Changes to this policy

We may update this policy from time to time. The version published when you placed your order is the one that applies to that order.