Returns & Refund Policy

At HOLMWOOD LUXE, I want you to be entirely delighted with your purchase. Every item from hand-carved prints to hand-painted stationery and homewares is crafted with care and intentionality.

In accordance with UK Consumer Contracts Regulations, my policy outlines your rights to cancellations, returns, and refunds below.

1. Standard Right to Cancel (14-Day Cooling-Off Period)

For all standard, non-customised items purchased through my website (including ready-to-ship prints, sketchbooks, textiles, and standard ready-made keepsake boxes):

  • Notification Window: You have 14 calendar days from the date you receive your order to notify me that you wish to cancel or return your item.

  • Return Window: Once you have notified me, you have a further 14 calendar days to send the item back to my studio.

  • Condition: Items must be returned unused, undamaged, and in their original packaging to qualify for a full refund.

2. Non-Refundable Items (Bespoke & Personalised Goods)

In line with UK consumer law exceptions for custom-made goods, the following items are non-refundable and non-returnable:

  • Custom Commissions & Personalised Orders: Any item made to your unique specifications - including custom-painted leather journals, bespoke framed statement pieces, or commissioned furniture and boxes.

  • Sale or Clearance Items: Marked final sale items (unless faulty or damaged in transit).

Note: Deposit payments for bespoke commissions are non-refundable once work or material preparation has commenced.

3. Return Shipping Costs & Instructions

  • Responsibility: Unless an item is faulty or damaged, you are responsible for paying return postage costs.

  • Tracked Delivery: I strongly recommend using a tracked postal service (such as Royal Mail Tracked) as I cannot issue refunds for items lost or damaged in transit back to me.

  • Original Postage: If you cancel your entire order within the 14-day cooling-off period, I will refund standard outbound delivery charges.

4. Damaged or Faulty Items

I take immense care in packaging your treasures, but if an item arrives damaged or faulty:

  1. Contact me within 48 hours of delivery at hello@holmwoodluxe.co.uk with your order number and clear photos of the damage (including the outer packaging).

  2. Once verified, I will arrange a replacement, repair, or full refund (including return postage costs).

5. Processing Refunds

  • Once your return is received and inspected, I will notify you via email.

  • Approved refunds will be processed back to your original payment method (Stripe, PayPal, or card) within 14 calendar days of receiving the returned item.