Returns

• How long have I got to return items?

  You have 30 days from the date of purchase to return your items to us. Please see our Returns page for details. 

• What are the costs involved in returning items?

  If we've sent you faulty items or items you didn't order, we'll take them back at no cost to you. If you've changed your mind and don't want your items, then we'll need to charge you a restocking fee of £25 or 15% of the value of goods (whichever is greater), plus postage or shipping costs. Please see our Returns page for details. 

• I've changed my mind. What are the costs involved in returning my items?

  We’ll need to charge you £25 or 15% of the order value, whichever is greater, as well as any postage or shipping costs. Please see our Returns page for details.

• I've changed my mind. Can you collect the items from me?

  Yes, but we'll have to charge you for this service at a standard rate. The rate is currently £8.97 + VAT per consignment. For extra boxes it's an additional £4 + VAT per box (for UK-based orders).

• How do I exchange an item?

  To exchange an item, you need to return your unwanted item back to us first. We'll assign you a Goods Return Number (GRN) before you do this, so please either call us on 0800 252248 or email us. If you have a cash account with us your credit will be processed on the next payment run and can take up to 14 days to go back on the card that was charged. You can then re-order the item you want online or by calling us on 0800 252248.

• What if my items are faulty or incorrect?

  We'll take them back and make sure you get what you need. Please see our Returns page for details. 

• Can you collect faulty or incorrect items?

  Yes, we can. Please see our Returns page for details. 

• What do I need in order to return any items?

  You need a GRN (Goods Return Number) from us, which must always be included with any returned goods. Contact us to get your GRN.

• After booking in a return how quickly do I need to return the items?

  Your GRN will automatically be deleted after 30 days, so you must return your items within this time. Please see our Returns page for details.

• What address do I need to send any returns to?

  This will be provided with the GRN that must be included in your return. Please see our Returns page for details. 

• Can I return clearance items?

  No, unfortunately, we can't accept returns for clearance items or items marked for deletion. Please see our Returns page for details. 

• What items cannot be returned?

  The following items cannot be returned: Samples, specially ordered non-stock items, underwear, paper transfers, consumables, inks and embroidery threads including Amaya, TheMagicTouch, Xpres and Madeira ranges, items marked as ‘Clearance’ or lines marked for deletion. Please see our Returns page for details.

• I've already decorated an item. Can I return it?

  Please check your order carefully before you decorate anything. We can't accept worn, soiled, printed, processed or modified goods. Please see our Returns page for details.

• I've sent my goods back and haven't had a response. What's happening?

  As long as you have a GRN number we can look into this for you. Please call our Customer Service team on 0800 252248. If you don't have a GRN with the goods, we will still try our best to help you in any way we can.

• What courier do you use to collect?

  We use DPD, the UK's leading parcel delivery brand.

• Will you collect within business hours?

  Yes we will, unless it's a residential address in which case we may collect a little earlier or later than usual business hours.

• What if I've missed my collection?

  Call our Customer Services team on 0800 252248 quoting your Goods Return Number and ask to rearrange the collection. Please note, if we try to collect your goods and there's no answer, we may need to charge for a reattempt.

• When can I expect the money to go back on my card once I've returned my items?

  If you don't have a credit account with us, this will depend upon whether we hold your card on our system. If we don't have your card saved on our system we'll call you to organise a refund. If we do hold your card on our system, then you'll receive your refund on the next weekly payment run.