Returns & refunds

Requesting a return

You may request a return within 60 calendar days of delivery. Return the item in its original condition with its supplied components. Contact customer care for authorization and the receiving address, then send the return within 14 days of authorization.

For a craft kit, keep the tools and remaining components together. If you have started the project, describe its condition when asking about eligibility. Do not assume that a partly completed project meets the original-condition requirement. This condition does not remove remedies for a faulty or misdescribed item.

Postage and charges

You pay ordinary change-of-mind return postage. There is no restocking fee. The original delivery charge is not refunded for a change-of-mind return.

We cover necessary return postage for an item that arrives damaged, defective or incorrect. Contact us for the appropriate instructions before buying a return label.

Missing pieces or an incorrect item

Email customer care with the order reference, product name and a clear description. Photographs can help show a missing component or damage, but contact us even if you cannot provide one. Keep the item, remaining pieces and packaging while we assess the issue.

Do not mail a parcel to our business contact address unless your return authorization specifically instructs you to do so.

Review and refund timing

We usually review a received return and process the refund decision within 2 business days. An approved refund is sent to the original payment method. Your bank or payment provider may take up to 8 additional business days to post it.

If the item does not meet the stated return conditions, we will explain the issue before determining the next step. Contact customer care if the stated bank period passes after a refund confirmation.

Changes and exchanges

To change or cancel an order, email customer care with the reference and your request. We must confirm whether processing can be stopped. After dispatch, use the return process. For an exchange, contact us with the item you would like instead. We will confirm availability and the return steps before the exchange is arranged.