Refund policy

RETURNS
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

If cancelling your order which is not damaged, defective or ordered in error, you must inform us within 14 days of receiving your order and return the order within 28 days of receipt to qualify for a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. For hygiene reasons we do not offer refunds on bath and body products if the original packaging has been open, unless they are of unsatisfactory quality or unfit for purpose.

Additional non-returnable items:
• Free gifts or sale items
• Personalised Products (Items that have been modified with a name or message)
• Commissioned Items (Products created specifically for you)

There are certain situations where only partial refunds are granted (if applicable)
• Products with obvious signs of use
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 14 days after delivery

REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at crafts@sarahemilyhandmade.co.uk.

SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at crafts@sarahemilyhandmade.co.uk and send your item to the address below.

SHIPPING
To return your product, you should contact us at crafts@sarahemilyhandmade.co.uk and once accepted mail your product to:
Sarah Emily Handmade
The Sheiling
Kilchoan
Acharacle
PH36 4LH
United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary, but in most cases your replacement will arrive within 7-10 days.

If you are shipping an item with a high monetary value, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and a refund/exchange can only be authorised on our receipt of the original item.