Refund policy

UK Returns

We guarantee the quality and individuality of all our products. The result of the handcrafted nature of our products, many items will cary slightly in colour / size. If you are not completely satisfied with your purchase, you may return it within 14 days.

Please contact us before mailing us on orders@spindlebysisters.com stating your order number and product. We will ask you to reconfirm your address and open your case as a return sending you the label to print or QR code so that you can print at your local Evri drop-off point.

We will issue you a return of the item, minus the label return charge, provided that the item returned is in it’s original and unused condition and with all original packaging within the 14 days. If we find that the product has not been returned to us in fully reasonable condition, we reserve the right to refuse a refund on the item or deduct up to 20% of the original selling price from the refund amount.

EU Consumer Right of Withdrawal

If you are a consumer based in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.

To exercise this right, please complete our EU Withdrawal Form within 14 days of receiving your order.

If your order has not yet been dispatched, we will cancel the order and issue a refund.

If your order has already been dispatched or delivered, you must return the goods to us without undue delay and no later than 14 days after notifying us of your withdrawal.

You are responsible for the direct cost of returning the goods to us. Any customs duties, import taxes, handling fees, return shipping charges, or charges arising from refused delivery or return-to-sender remain the responsibility of the customer.

Once we have received the returned goods, or satisfactory evidence that they have been sent back, we will process any refund due in accordance with applicable consumer protection legislation.

Refunds will include the price paid for the goods and the standard outbound delivery charge paid at checkout, where required by law. 

We may make a deduction from the refund for any loss in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and function.

This EU right of withdrawal does not apply to goods that are personalised, custom-made, perishable, and unsealed after delivery, or otherwise excluded by law.

Rest of the World Returns

If you are based outside the UK and wish to return your order, you are welcome to do so within our returns period. We kindly ask that customers arrange and cover the cost of return postage, as we are unable to offer free international returns at this time.

Exchanges

We do not currently offer exchanges. If you would prefer a different colour or size, please return the original order for a full refund. Then place a new order online for the item you prefer.  As all our products are handmade in small batches, stock levels change daily, and popular items often sell out. Requesting a refund and then re-ordering is the best way to make sure the item you want is in stock and still available.

Faulty Goods

Due to the hand-crafted nature of our products, there may be minor flaws & imperfections, which we believe are characteristics of the processes and add to the beauty and individuality of the items. Unfortunately manufacturing faults can occasionally occur, so if you believe an item to be faulty or it is not the item you have ordered we are happy to offer a full refund once we have received and inspected the returned goods. Please notify us in writing within 5 working days if you believe the item you have received to be faulty.