Exchanges & Refund

I. Returns and Refund

1. Returns

We understand that sometimes returns are necessary, so we have a full returns process ready to solve any problems you might have. We offer a 60 day no hassle return policy for change-of-mind returns, and a separate process for faulty or damaged items (see below).

This returns and refund policy is offered in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 and other applicable UK consumer protection legislation.

This policy applies to consumers making a personal purchase. Orders placed for trade, business, resale or franchise purposes are subject to separate terms agreed with us at the time of order.

We will do our best to ensure that each order is shipped in the time listed. However, shipping and handling can take longer in some cases, therefore we will not issue refunds based solely on a longer than expected delivery date. We do everything possible to pack our products safely and properly to help avoid shipping damage. Shipping damage may still be a possibility.

All returned products must be unused, in original condition, and complete with all accessories.

Please use the original packaging where possible. If you no longer have it, please use suitable protective outer packaging that provides adequate protection against damage in transit.

If you still have the original packaging with the barcode label, please send it back together with the product — this helps us identify your order faster.

Returns must be initiated within 60 days of receiving the item — either by sending the item back to us directly for a change-of-mind return, or by contacting us first if the item is faulty (see section 1.3). We are not responsible for any issues communicated after this 60 day period.

If a change-of-mind return does not meet these conditions (for example, the item is used or incomplete), we will not issue a refund. In this case, we will re-list the item for sale unless you ask us to reship it back to you at your own expense.

Please Note

A valid order number or proof of purchase is required to process any return, exchange or refund.

Please include a note inside the parcel with your order number and a brief reason for the return, so we can identify your order and process your refund quickly. Returns received without a note may take longer to process while we identify the order.

You do not need to wait for a confirmation email to return an item for a change of mind — simply pack it securely and send it to our return address below within 60 days of receiving it. If you're returning an item as faulty, please contact us first as described in section 1.3.

You will be refunded only upon receiving and verification of the product. Refunds may take up to 10 days to process.

Sellers are not responsible for service transit time. Transit times are provided by the carrier, excludes weekends and holidays, and may vary with package origin and destination, particularly during peak periods.

1.1. Items that cannot be returned

Unfortunately, some items are non-cancelable and non-refundable:

- Any item made or cut to your specific requirements, including standard products made to a custom size, dimension or specification different from the standard size listed on our website, is personalised or otherwise can't be resold due to a bespoke element;
- Perishable products (like food or flowers);
- Pieces that are specially commissioned when you place an order, like art, sculpture and ceramics;
- Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken;

1.2. Handmade Product Characteristics

All our products are individually handmade. As a result, slight variations in colour, texture, dimensions, pattern or overall appearance are normal and expected. These small differences are part of the authenticity and uniqueness of handmade craftsmanship.

To ensure fairness and clarity:

- Minor variations or natural imperfections affecting less than 3% of the product's surface are considered normal for handmade items and are not classified as defects. In such cases, the customer is responsible for the return shipping cost.

- Variations or imperfections affecting more than 3% of the product's surface may be considered a quality issue. In these situations, we will cover the return shipping cost and offer a replacement or refund according to our policy.

- As we offer a wide range of handmade products across different materials, exact dimension tolerances vary by product and are not fixed at a single figure. Due to natural processes such as drying and finishing, the final dimensions of a product may vary slightly from those listed on our website. This is a normal characteristic of handmade products and is not considered a defect.

Please note that handmade products cannot be identical to machine-produced goods, and small variations should not be interpreted as faults.

1.3. Faulty or Damaged Items

If you believe an item is faulty (for example, a manufacturing defect rather than damage occurring after delivery), please contact us at support.uk@handmade.group with photos of the issue as soon as possible, before returning it.

Upon return, all items are inspected by our team to determine the cause of the issue. If inspection confirms a genuine manufacturing fault, we will cover the cost of return postage and issue a full refund or replacement, at your preference.

If inspection shows that the damage resulted from accidental damage, misuse, incorrect use, excessive force, or damage occurring after delivery, the item will not qualify for a fault-based refund. In such cases, standard return conditions under section 1 and 1.2 will apply instead.

We do not offer home courier collection for returns. Items should be sent back to us using a courier or drop-off point of your choice, selecting a standard or economy delivery service where available. For standard-sized items, please use Royal Mail or Evri. For items larger than 120cm, please use Parcel Force. Where a fault is confirmed, we will reimburse reasonable return postage costs upon proof of payment (receipt or confirmation required).

If a fault claim is not confirmed and the item shows genuine damage, it will not be resold. In this case, we will hold the item for 3 days in case you would like it returned to you at your own expense; after this period, we will responsibly dispose of it.

1.4. Exchanges

If you would prefer an exchange rather than a refund, please let us know when you contact us. Exchanges for a different size, style or product are subject to stock availability.

Where the item you'd like in exchange is of a different value to your original order, any price difference will be charged or refunded accordingly.

Exchanges for confirmed faulty items are provided free of charge, including return postage, as described in section 1.3. For change-of-mind exchanges, standard return postage conditions under section 2 apply.

2. Shipping and handling fees

Please note that all return postage charges for change-of-mind returns will be incurred by the customer. The buyer is responsible for the initial delivery and return postage fees for such returns. Shipping and handling fees are non-refundable, except where a fault is confirmed as described in section 1.3.

3. Damaged, Missing or Unclaimed items

If an order arrives damaged or missing, please contact us and keep all of the materials and packaging. We may require additional information or photos to pursue a claim, and in some cases the shipping carrier may come to retrieve the package to proceed with a claim.

Every order is packed with care. HANDMADE will not be held responsible for lost, stolen or damaged packages. If such an instance occurs, we will do our best to assist in troubleshooting and will share and supply as much information as possible so you may file a claim with the carrier.

II. Cancellation of orders

HANDMADE reserves the right to cancel an order if the buyer has negative feedbacks and presents a reputation that presents risk.

Any individual acting for purposes which are wholly or mainly outside those individual's trade, business, craft or profession, are entitled to cancel any order on the following conditions.

1. Right to cancel

You have the right to cancel an order within fourteen days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel an order by a clear statement by email at support.uk@handmade.group.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

2. Effects of cancellation

If you cancel an order we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and not later than fourteen days after the day on which we are informed about your decision to cancel an order.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the goods.

You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your cancellation to us. The deadline is met if you send back the goods before the period of 14 days has expired. You shall bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

III. Contact us

If you are not satisfied, please contact us before giving a review. Our customer service will be happy to help.

Also, if you have any questions please send an email to support.uk@handmade.group and we'll be happy to assist you.