At Chiswick Arts & Crafts Ltd, we strive to ensure that every customer is completely satisfied with their purchase. If you are not entirely happy with your item, we are here to help you with the return or cancellation process.

 

How to Cancel an Order

If you wish to cancel an order, please inform us as soon as possible by visiting our Contact Us page and sending us your cancellation request. Please note:

• Cancellation Before Dispatch: If the order has not yet been processed or dispatched, we will cancel the order and issue a full refund.
• Cancellation After Dispatch: If the order has already been dispatched, you will need to follow the standard return process (outlined below) once you receive the item.

 

Return Policy

We accept returns for most items within 14 days of receipt. To ensure a smooth return process, please follow the steps outlined below:

 

1. How to Return an Item:

• Log in to your account on our website.
• Navigate to the “Complete Orders” section under the My Account menu.
• Select the order containing the item(s) you wish to return.
• Click the “Return Item(s)” button and follow the instructions provided.

2. Conditions for Return:

• Items must be returned in their original condition, unused, and with all original packaging and labels intact. We cannot accept items that have been used or are no longer in their original state.
• The item must be returned within 14 days from the date of delivery.
• For items returned due to reasons other than defect or damage (e.g. surplus or purchase error), a 40% handling fee will be applied if the item is not returned in its original condition, and return shipping costs will be the responsibility of the customer.

3. Return of Damaged or Defective Items:

• Please inspect your order upon receipt. If any items arrive damaged or defective, contact us immediately by visiting our Contact Us page or calling us at +44 20 89952872.
• We may request photographic and video graphic evidence of the damage or defect to expedite the return process.
• Damaged or defective items must be returned in their original packaging where possible.

4. Non-Returnable Items:

• Certain items may not be eligible for return due to hygiene, personalisation, or safety reasons. Please check the product description or contact us for more information.

 

Processing Refunds

Once we have received and inspected your returned item, we will notify you via email of the approval or rejection of your refund. If approved, your refund will be processed promptly. Please allow:

• 5-10 business days for return shipping (depending on your location).
• 3-5 business days for us to process the return once we receive it.
• 5-10 business days for your bank or payment provider to process and post the refund to your account.

 

Please note that depending on your bank or credit card provider, refunds may take up to 30 days to appear on your statement.

 

Return Shipping

For non-damaged items, return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service or purchasing shipping insurance to ensure that your returned item reaches us safely.

 

Return Address

Chiswick Arts & Crafts Ltd

4 Acton Lane,
Chiswick,
London, W4 5NB,
United Kingdom
Ph: +44 20 89952872