Refund and Returns Policy

Overview

Under The Consumer Contract Regulations, your right to cancel begins from the moment you place your order and up to 14 working days after you receive your order. This means you have 14 days after receiving your item to request a return. Items sent back to us without first requesting a return will NOT be accepted.

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Once the items have been returned to us under tracked postage we will assess the items and refund the costs. You’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process this.

If the item was faulty we shall pay for the return postage.

You can return an item for any reason such as faulty, not as described, or not fit for purpose.

We will ask for photographs of the items upon receipt in the case of any damages, wrong items or faulty items.

To start a return, you can contact us at info@theshetlandfairy.com

We don’t accept exchanges or cancellations, but please contact us if you have any problems with your order.

The following items cannot be returned or exchanged. Because of the nature of these items, unless they arrive damaged or defective, we can’t accept returns for:

• Custom or personalised orders
• Perishable products (like food or flowers)
• Digital downloads
• Intimate items (for health/hygiene reasons)
• Items on sale or gift cards.