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Refund policy


Right to Cancel under EU Regulations 2013 ICACR’s
(Information, Cancellation and Additional Charges) 

Returns are possible in the result of damaged, or defective merchandise only.  All other returns will be be handled on a case by case basis. Sale items are final sale, no exceptions. 

We have a 14-day return policy for all orders placed within the EU, this means you have 14 days after receiving your items to request a return.

To exercise the right to cancel, you must inform us by email to

For orders cancelled under the ICACR’s, we will issue you with a full refund including the basic shipping cost of getting the goods to you in the first place. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

(i) 14 days after the day we receive back from you any of the goods supplied; or 
(ii) (if earlier) 14 days after the day you provide us with evidence that the good have been returned; or 
(iii) if no goods were supplied, 14 days after the day on which we are informed about your cancellation.

We will make the reimbursement using the same means of payment as you used for the initial transaction.

To return cancelled orders please email for the returns address. You shall return without any undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of the contract to us. The deadline is met if you send the goods before the period of 14 days has expired.

You will have to bear the cost of returning the goods.

For bespoke orders, the ICACRs does not apply.


A refund will be offered on any unsuitable items returned to us in unused conditions within 28 days. We are unable to refund any damaged or used goods returned. We do not offer a refund for goods returned after the 28-day period.

Arrangement for returns, shipping and handling charges are the responsibility of the sender returning the goods. Items must be returned to us in unused and in as new condition in their original packaging with all labels and tags (if applicable) still attached. 

There are two options available for you to arrange a return. You have the option to arrange the return yourself with your own couriers. We cannot be held responsible for non-delivery of returned items. The other option available is for you to return the parcel using our courier. We will email the returns label for you to print and attach to the parcel and schedule a convenient pick-up time for you. The shipping and handling charges that our courier charges us will be deducted from the final refund amount made against your original payment method. For either option, please email for assistance.

In addition to the above terms, the following conditions apply in respect of the following items.


  • All frames designed to your specification are deemed bespoke orders.
  • All frames are deemed bespoke and are not eligible for refunds. 


Home Accessories
  • All home accessories designed to your specification or sourced on your request are deemed bespoke orders.
  • If items are being shipped specifically to fulfil your order then this will be deemed to be a bespoke order.


We do not offer an exchange policy. We, therefore, suggest that you return it for a refund and purchase a new item separately in this instance.

To arrange a return please email us at and we will provide you with further return details.

Once your item has been received and inspected, we will email you to notify you of the approval or rejection of your refund. Your refund will be credited to your original payment method.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

If you have any queries or need any further help please contact us at 




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