Studio notes

Returns & Refunds

Last updated: 21 July 2026

Your 14-day right to cancel (change of mind)

Under the Consumer Contracts Regulations 2013, you can cancel most online orders for any reason:

  • You have 14 days from the day you (or someone you nominate) receive the goods to tell us you want to cancel.
  • You then have a further 14 days to send the goods back to us.
  • We'll refund the price of the goods plus standard delivery costs (not any premium delivery upgrade) within 14 days of receiving the goods back or proof of postage, whichever is earlier.
  • You're responsible for return postage costs unless the item is faulty.
  • We may reduce your refund if the goods have been handled beyond what's needed to inspect them (more than you could in a shop).

Exceptions: the cancellation right doesn't apply to personalised/custom-made items, sealed hygiene products that have been unsealed, or perishable goods.

How to cancel or return

  1. Contact us via our Contact page or call 0161 667 7000 within 14 days of delivery with your order number and "cancel" or "return" in the subject line.
  2. We'll confirm the return address — please don't send items back without contacting us first. Orders are fulfilled by our third-party fulfilment partners and the correct return address varies by order; some items are returned to overseas warehouses.
  3. Post the item back within 14 days, using a tracked service, and keep proof of postage.
  4. We'll process your refund to your original payment method within 14 days of receiving the item or your proof of postage.

Faulty, damaged, or incorrect items

Under the Consumer Rights Act 2015, if an item is faulty, not as described, or not fit for purpose:

  • Within 30 days of delivery you can reject it for a full refund.
  • After 30 days (up to 6 months) you're entitled to a repair or replacement; if that fails, a refund.
  • We cover return postage for faulty or incorrect items.
  • Please contact us via our Contact page with your order number and photos of the issue — in most cases we can resolve damaged or incorrect deliveries with a replacement or refund without you needing to return the item.

Missing parcels

If tracking shows your parcel as lost, or it hasn't arrived within the maximum estimated delivery window, contact us. We'll investigate with the carrier and offer a replacement or full refund. It's our responsibility to get your order to you — you never need to chase the courier yourself.

This store is operated by TGG LTD (company number 11069602), Foundation, 2 George St, Altrincham WA14 1SG.