THE PAGE: Cancellations & Returns
We make every creation by hand, here at home, with care. If something is not right, here is exactly how cancelling and returning works. No fine print, no runaround.
1. Your 14-day right to cancel For online purchases you have a statutory cooling-off period of 14 days, and you can cancel without giving a reason. The 14 days run from the day after you receive your creation. You can also cancel at any time before that, including before we have made or shipped it. This right applies to consumers buying through our webshop.
2. How to cancel Click the "Cancel your order" button on our website. After you click, you tell us which order you are cancelling by filling in our short cancellation form (your name, order number, and which creation). We then send you a confirmation by email, and your return window starts from that point. You can also use the standard model withdrawal form, available here: [link].
3. What happens, by type of creation
- Made-to-Order without personalisation, not yet finished: We stop production and refund you in full, automatically. Nothing to return.
- Ready-to-Send and One-of-a-Kind, not yet shipped: We refund you in full.
- Made-to-Order without personalisation, Ready-to-Send and One-of-a-Kind, already shipped: Send the creation back to us within 14 days of telling us you are cancelling. We refund you once we receive it back, or once you show us you have sent it (see condition below).
- Anything made to your specifications: This covers all Custom creations (Signature Customs and Haute Bespoke), and any piece you have personalised or customised, for example with an engraving of a name or date.
4. Condition of returned creations You are welcome to inspect your creation the way you would in a shop. If it comes back showing more than that (signs of wear, damage, or missing parts), we may reduce your refund to reflect the loss in value. Please return it in its original condition, with any packaging and certificates included.
5. Refunds We refund within 14 days. For creations already shipped, we may wait to pay you until we have received the creation back, or until you have shown us you sent it, whichever comes first. We refund the price you paid plus standard delivery (if you chose a faster, pricier delivery option, we refund the standard rate). You get your money back via the same payment method you used, unless we agree otherwise.
6. Return shipping Return shipping is on us. When you cancel a creation that has already shipped, we arrange a prepaid return label or reimburse your postage, so sending it back never costs you anything.
7. Arrived damaged or faulty? This is separate from cancelling. If your creation arrives damaged or faulty, contact us and we will put it right (repair, replacement, or refund) at no cost to you. Your legal guarantee rights stay intact, whatever the above says.