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Returns + Exchanges

Owing to the COVID-19 outbreak, we’re relaxing our returns policy to allow for delays. If you’d like to return an item, email and we’ll do our best to help.

We hope you’re happy with your order, however, if for any reason you are not, please get in touch immediately.

How to return or exchange an item

We now offer free returns for orders shipped within the UK.
Please follow the instructions you received with your order, or email for additional help.

If you would like to return or exchange any items, please email within 14 days of receiving your order, with the following information:
– your name and email
– your order number – you can find this on your order confirmation email
– the item you would like to return or exchange
– the reason for return

You can download a returns form here, and UK customers can generate free returns labels here.

Once you’ve let us know you’d like to return or exchange your item or order, you have 14 days to return it to us, along with the paperwork. For international returns, we’ll be in touch to let you know how to do this.

Please note:

We can only accept return or exchanges on items purchased from our website. If you purchased from one of our stockists please contact them directly.
Returned or exchanged items must be unused/unworn, in original condition with labels still attached.
We cannot accept returns or exchanges on custom-made items – this includes our Mini Giants and XL Giant Creatures, or any other item that has been personalised.
We do not refund the original shipping costs and you will have to cover the cost of return shipping unless your item is defective or you have received the wrong product.
For exchanges, you will be charged the cost of shipping for the new item.
When sending an item back to us, we strongly recommend using a trackable shipping method so you can track the status of your shipment and be sure that the items get returned to us. We cannot accept the cost of any items lost in transit.
As many of our products are handmade, they may vary slightly in appearance. This is the nature of handmade items and we feel this adds to their character and is not to be considered a defect.

Damaged packages

If you notice that your order is damaged upon arrival, please do not accept the package and contact us straight away.
Alternatively, please photograph the damaged packaging/item and email us, or send it back to us so we can see what went wrong.

Fabric by the Metre

We cannot accept returns on Fabric by the Metre orders however we can happily post out a small sample swatch to give an idea of the fabric and colouring. Please email us for further information.

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