Returns

Contact

If you need to contact us, you can do so via email: hello@charmainebailey.co.uk.

Non-Returnable Items

Some products are non-returnable and non-refundable; unless damaged or defective.

These items include, but are not limited to:

  • Custom or personalised orders

  • Digital downloads

  • Perishable products (e.g., food, flowers)

  • Original work (e.g., paintings, illustrations, sculpture, etc.)

Refund Policy

Eligibility for Refunds

Our products are made-to-order via a print-on-demand, we cannot offer refunds or accept returns unless the item is defective, damaged, or misprinted.

We offer refunds under these conditions:

  • Damaged or Defective Items: If your item arrives damaged or defective, contact us within 7 days of delivery. We’ll either refund you or send a replacement.

  • Incorrect or Missing Items: If there is an error with your order (e.g., wrong item or quantity), notify us within 7 days of delivery. We will rectify the issue by offering a refund or sending the correct items.

Non-Refundable Situations

Refunds will not be offered in these cases:

  • Custom Orders: A change of mind on custom or print-on-demand orders once production has started.

  • Damaged or Used: Items returned damaged or used (unless faulty on arrival).

  • Outside Delivery Window: Requests that are made outside the 7-day window after delivery.

Refund Process

  • Contact Us: To initiate a refund, contact us with your order number and issue details. We may request photos of damaged or defective items.

  • Return Items: In the case of a return, we will provide shipping instructions. Please use a trackable service as buyers are responsible for return postage costs.

  • Refund Approval: Once we receive and inspect the returned item, we will notify you if the refund is approved. If approved, your refund will be processed to the original payment method and may take 5-10 business days to appear on your statement.

Cancellations

We accept cancellations if:

  • Production has not Started: If production for the order has not started in our print-on-demand service we may be able to cancel the order.

  • Cancel an Order: To cancel an order, please contact us immediately. Once production has started, we cannot process cancellations.

Returns Policy

If you're not happy with your order and it doesn’t fall under the non-returnable items, we accept returns under the following conditions:

  • Contact for Returns: Contact us within 7 days of delivery if you wish to return an item. Items must be dispatched back within 14 days of delivery.

  • Conditions of Return: Buyers are responsible for return postage costs. If the item is not in its original condition, the buyer is responsible for any loss in value.

  • Lost in Transit: For packages lost in transit, contact us up to 21 days after the estimated delivery date. If a claim is not made before 21 days, you will not be eligible for a refund or replacement to be sent out to you.

Other

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our print-on-demand fulfilment company's facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed - Shipments that go unclaimed are returned to our print-on-demand fulfilment company's facility and you will be liable for the cost of a reshipment (if and as applicable).

We do not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

Returned by Customer - Please contact us before returning any products.

For those residing in Brazil, we do not refund orders for buyer’s remorse.

Customers residing in Brazil and regretting a purchase must contact our fulfilment company's Customer Service (Printful) and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;

2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

therefore we reserve the right to refuse returns at our sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

See the frequently asked questions page here.

Updated: 24/01/25