Refunds and returns
Last updated 26 August 2026.
Two separate things are described on this page and it is worth keeping them apart. The first is what UK law gives you, which we cannot limit or take away. The second is our own change of mind window, which sits on top of it.
Your 14 day right to cancel
Because you bought online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day the goods are delivered to cancel the order for any reason, without giving one. Tell us within those 14 days: an email to theteam@customersupport.care with your order number is enough.
Once you have told us, you have a further 14 days to send the goods back. We refund the price you paid plus the basic outbound delivery charge, within 14 days of the goods reaching us or of your proof that you sent them. The one cost that falls on you is the direct cost of returning the goods.
There is one genuine exception, and it is the only one. An embroidered pillowcase is stitched to your own specification and cannot be unstitched or resold, so regulation 13 puts personalised goods outside the cancellation right. Everything else this shop sells is covered.
When something is faulty
Separately, and regardless of the 14 days, goods have to conform to the contract under the Consumer Rights Act 2015. They must be of the quality, description and functionality you can reasonably expect, and match what we told you about them.
Where they do not, you are entitled to a repair or a replacement, and where that does not put it right, to a price reduction or a refund. Nothing anywhere on this site limits any of it, and we pay the return postage.
Tell us as soon as you can. Email theteam@customersupport.care with your order number, what is wrong and a photograph if the problem is visible.
Our own 15 day window
Our own change of mind window is 15 days from purchase, which is one day longer than the statutory period and runs from a slightly earlier point. Use whichever is better for you. To be eligible:
- the item is unused and in its original packaging
- you have the receipt, the order confirmation or other proof of purchase from this website
- it was bought from this website rather than from a third-party retailer
Refunds are processed 24 to 48 hours after the returned item reaches us, back to the way you paid, or held as store credit against a future order if you would rather.
Cancelling before it ships
An order can be cancelled at any time until it ships, at no charge. Most orders ship within 24 hours of being placed, so if you need to change or cancel one, contact us quickly. Once packing and shipping have started, the 14 day cancellation right above is the route instead, and it is a full one.
Damaged, incorrect or missing
If your order arrives damaged, has parts missing, is not what you ordered, or does not arrive at all, tell us immediately. None of those is a change of mind return: you do not pay return postage, and we sort it out. Items in one order may be sent in separate parcels, so check whether the rest is still on its way before assuming something is lost.
If we cannot sort it out
Email theteam@customersupport.care first and give us the chance to put it right. If you are still not satisfied, you can take the matter to the Competition and Consumer Protection Commission, and the European Commission's online dispute resolution platform is open to you as an EU consumer.