Return, Exchange & Cancellation Policy

Our returns policy does not affect your statutory rights.

For items returned within the Seven-Day cooling-off Period:

By law, customers located in the European Union have the right to withdraw from the purchase of an item within seven working days of the day the item is delivered.

Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item and the cost of delivering the item to you.

Please contact us using the ‘Ask a question’ button on our shop’s profile page within seven working days of the day the item was delivered stating your name and address, the invoice number, and the item(s) you wish to return. Please do not return any items to us before contacting our office.

We will not refund your costs in returning the item to us unless you are returning the item because of an error on our part.

Any item returned must be packed in its original packaging and in the case of mounted prints, must be unsealed. We regret that we cannot accept cancellations of contracts for the purchase of mounted prints where the item has been removed from the protective acetate wrapping.

Please be aware that you will be responsible for returning the item to us unless we delivered the item to you in error, or if the item is damaged. To ensure safe return of the item, at your request we may arrange for collection from your address at your cost. In this instance, once the item has been collected by our courier, we will assume the responsibility for its safe return to us and therefore we recommend this method of return. When you contact us to inform us of your wish to return the item, we will provide a quotation for the collection and where appropriate take payment by credit or debit card.

If you wish to use your own method of return, this must be agreed by us before you proceed.

On receipt of your item, subject to it fulfilling the criteria stated above, we will refund the item and delivery charge to the card used for the original transaction.

Items returned because they are Incorrect or Damaged:

If you are returning an item because of an error on our part or because the item is damaged, we will arrange for the collection of the incorrect or damaged item and organise for a replacement to be sent to you at our cost.

Please contact us using the ‘Ask a question’ button on our shop’s profile page within seven working days of the day the item was delivered stating your name and address, the Invoice and Order Number, the item(s) you wish to return, and whether the item(s) was sent in error or has been damaged in transit. Please do not return any items to us at your own expense, we will arrange with you a convenient day to collect the incorrect/damaged item(s).

Any item returned must be packed in its original packaging and in the case of mounted prints, and the packaging must be unopened. Due to the nature of the acetate wrapped mounted prints, any damaged received during transit should be clearly visible without unwrapping the print. We regret that we cannot accept the return of mounted prints where the item has been unwrapped.

The delivery of the correct item or replacement for a damaged item will be dispatched to you as soon as possible and will be arranged with you by telephone or email.

Lost items.

If the item has been posted but is lost in transit, we will provide a refund or re-deliver the same item. Please contact us using the ‘Ask a question’ button on our shop’s profile page to report a lost item.

Please see The British Craft House's Returns policy

Personalised orders can not be cancelled/returned or exchanged unless faulty.