Refund policy

We have a 7 day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return process, please message us via the get in touch page, providing your name, order number, product description and reason for your return. We may ask for additional information or photographic evidence.   

Buyers are responsible for all postage costs incurred in returning their order. If the item is not returned in its original condition, the buyer is responsible for any loss in value. 
Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at get in touch  

Damage in transit, non-delivery, other issues  

If your order is not delivered within 5 working days from the despatch notification email please get in contact via the get in touch page. 

Please be sure to inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, seconds or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please be aware that buyers are responsible for postage costs.  

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@thistledownpottery.co.uk.

Postage costs are not refundable unless specifically agreed with us,