Returns & Exchanging

Do I need to pay to return my item?

We do not offer free returns for a change of mind, although in the unlikely event there is a problem with your item, we will reimburse the return postage to refund or rectify the item. We're not responsible for items that are lost in the post, so we recommend you use a postal service that insures you for the value of the package. As per our returns policy, if there are signs of use or the item isn't returned in its original packaging, a refinishing fee may be deducted from your refund.

How do I return an item?

Log in to your account, open the order, and select the option to create a return. You'll receive an email once your return has been accepted, with everything you need to get the item back to us, please wait for this email before posting anything, we're not able to process anything sent back before a return has been raised and accepted.

Once we receive your item at our workshop, returns are processed on Tuesdays and Fridays. If you ordered via Etsy or eBay, or can't raise a return through your account for any other reason, please contact us and we'll help. eBay orders must be returned and refunded through eBay's own return system rather than this process.

Gift cards and E-Vouchers are non-refundable; however we are happy to exchange to the value purchased.

How do I exchange items?

We know how disappointing it is when something turns up and it's not quite right, so we try to make exchanges as easy as possible. Raise it the same way as a standard return, log in to your account and select the return option on your order, and let us know in the notes that you'd prefer an exchange. We'll confirm the next steps once it's been accepted.

Have you received my returned goods?

We recommend that you return your item using a tracked and signed postal service so you can follow your parcel's progress. Returns are processed twice a week, on Tuesdays and Fridays. As soon as your refund has been processed you'll receive an email notification to confirm it, or if you've requested an exchange, an email once the replacement item is on its way to you.

Returning a hired item?

Hire returns work a little differently to a standard purchase return, a £10 hire fee applies and 50% of the item price is refunded if the item is returned to us within 7 days. Visit our Hire page for full details.

View our entire return, refund and exchange policy here.