Please see The British Craft House's Returns policy

• I don't like what I've ordered / I've changed my mind, can I return my order?

Yes. Under UK law, you have the right to terminate the contract and return the item even if the item is not faulty in any way. You have the right to do this up to 14 days after receipt of the items.

If you wish to return an order, you MUST contact me before sending your package. This is a legal requirement, however, out of courtesy, I do ask that you let me know that you are returning your order. If I know I am awaiting a parcel at the reception of my studio building, I can keep an eye out for it and process your refund more swiftly.

If you wish to exchange an order, please do get in touch so I can make sure I have a suitable alternative in stock for you.

If you change your mind about your order before I have dispatched it, please do contact me by email to request a cancellation. I aim to dispatch in stock items with 1-3 working days, so please do let me know as soon as possible.

• Where should I send the return to?

Your package will be sent with a return address label on it, but here is the address again:

Pebbles 4 Thought 56 Gower Road, Hyde, SK14 5AD.

• What are the exceptions to the refund policy?

I regret that I am unable to offer refunds or exchanges on products that are personalised or customised in any way.

These items are exempt from these conditions under UK law.

• Do I have to pay the cost of the delivery for returns?

Yes, I’m afraid you are responsible for this cost.

All returns must be in an a new conditon. Should any damage occur to package during its return, you will be responsible for any loss in value.

I also recommend getting proof of postage. This doesn’t have to be a tracked/signed for service unless you want that security or it is required by Royal Mail based on the insurance value of your order. Please do get a Certificate of Postage at the very minimum, as it could affect the timely processing of your refund.

Please note, I cannot be held responsible for lost or damaged returned goods that have not been correctly insured.

• Will I be refunded for everything I have paid?

If your returned order has not been damaged due to insufficient packing during return, and does not show any signs of wear, you will receive a full refund for the cost of the item and the outgoing standard postage.

If you chose a shipping upgrade when you ordered, this upgrade will not be refunded as it is not standard postage.

• When will I receive my refund?

Depending which happens first, I will issue your refund within 14 days of either receiving your return package, or, you providing evidence that the order has been returned (e.g. proof of postage or a tracking number).

• What happens if the item I have ordered is faulty?
•  However, should I have missed something, you have a right to return faulty goods. You can this up to six months after receipt of the goods.

Depending on the circumstances, you may be entitled to a refund (full or partial), a repair or replacement.

You will be required to send photos of the item to allow me to assess which option is most appropriate.

• What happens if my order doesn’t arrive?

If your order is lost in transit, I have to assume that the contract for your order is terminated. In these circumstances, I will provide either a replacement item, or if this not possible, a refund.

However, I am bound by the conditions of Royal Mail’s policy regarding lost packages. Royal Mail do not consider a package lost until the below timescales have passed:

UK 1st Class Signed For: 10 working days after due date

UK Royal Mail Special Delivery: 5 working days after due delivery date/time

For information about potential shipping times for international orders, please see my Shipping Policy relating to delivery timescales.

• Undeliverable Orders

If your order is returned to me because it is undeliverable due to an inaccurate shipping address provided by yourself, or if you don’t claim your package from the sorting centre, I cannot be held responsible.

Under these circumstances, you will be responsible for the cost of re-shipping the package.

Should your order be returned to me undelivered and you do not wish to have the package re-shipped, I will cancel the order. I will also cancel the order if your parcel is returned to me undelivered and you do not respond to notification of this within 3 working days.

In both these instances, a refund will be issued for the value of the items ordered only. If you chose a shipping upgrade when you ordered, this upgrade will not be refunded as it is not standard postal.