Refund policy

Returns & Refund Policy

We hope you love your purchase from Emilia Art & Craft. If you are not completely satisfied with your order, please read our returns policy below.

Returns

For standard, non-personalised products purchased online, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

After notifying us that you wish to cancel, you have a further 14 days to return the item to us.

To request a return, please contact us at emilia.art.craft@gmail.com. We will provide you with return instructions and the return address.

Please do not send items back without contacting us first.

Customers are responsible for the cost of returning unwanted items unless the item is faulty, damaged on arrival, incorrect, or otherwise where we are legally responsible for the return costs.

Please package returned items carefully. Our craft kits may contain fragile plaster items which can break if not adequately protected during return shipping.

Where permitted by law, we may make an appropriate deduction from the refund if the value of an item has been reduced because it has been handled beyond what is reasonably necessary to inspect it.

Personalised and Custom-Made Items

Items that are made to your specifications or clearly personalised cannot normally be returned or cancelled simply because you have changed your mind.

This does not affect your statutory rights if a personalised or custom-made item is faulty, damaged, not as described or otherwise does not conform to the contract.

Damaged, Faulty or Incorrect Items

Because some of our products are handmade from plaster and are fragile, we take care when packaging every order.

Please inspect your order when it arrives. If an item arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible at emilia.art.craft@gmail.com.

Please include your order number and, where possible, clear photographs of the item and packaging. This will help us assess the issue quickly.

Where applicable, we will arrange an appropriate remedy in accordance with your statutory rights.

Refunds

Once we receive your return, we will inspect it and process any refund that is due. Refunds will be made to the original payment method.

For eligible cancellations, refunds will be made within the time required by applicable UK consumer law. Where required by law, the refund will also include the cost of the least expensive standard delivery option offered when the order was placed. Additional delivery costs resulting from choosing a more expensive delivery method are not refundable beyond the standard delivery amount.

Exchanges

If you would like a different standard item, please contact us. Where appropriate, the simplest option may be to return the original eligible item and place a new order.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

Contact

For questions about returns, damaged items or refunds, please contact:

Emilia Art & Craft
Email: emilia.art.craft@gmail.com