Conditions
Items must be returned within exactly 30 days of physical delivery, unused, unhung, in their original inner protective packaging, and retaining all intact workshop certification tags.
Steps to return a piece
- Submit return request to support email [email protected] with your original order reference.
- Receive RMA return authorization together with dedicated United Kingdom return depot instructions.
- Pack items securely in original protective packaging with seals intact, using appropriate interior shock padding.
- Receive the refund within 3-10 business days after the returned item passes inspection via direct bank transfer or store credit adjustment.
Who pays return shipping
If a piece arrives cracked, defective, or incorrect, we absorb the cost by sending a prepaid postage slip or booking a courier collection. If you simply decided against keeping it, you cover the postage cost yourself, with no hidden fees deducted.
Refund timing and method
We release your refund within 3 business days after the ornament passes our workbench review. Orders paid by cash on delivery are refunded by wire transfer to your stated bank details; bank-transfer orders return to the originating account. Financial institutions generally credit the balance in 1-5 business days.
Resolutions for different situations
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Proper handcrafted piece dispatched, mistaken parcel picked up | None |
| Parcel lost | Fresh parcel dispatched or full refund issued following courier investigation | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of the purchase price | Return shipping only |
Exchanges
To switch to another timber tone, glass design, or ornament, return your original piece through our standard steps and place a fresh order; we refund the original piece as soon as it arrives. If we caused the mix-up, we cover all shipping charges on your replacement order.
Cancelling an order
You may cancel an order without penalty prior to parcel dispatch from our bench. Please write to [email protected] with your order number. Once your box is in courier hands, our regular return guidelines apply.
Questions about this policy
Reach us at [email protected] or phone +44 161 917 8194 between Mon-Thu 09:30-19:00, Fri 09:30-18:00. We respond to every inquiry within one business day.
- Merchant
- Ornamenthaven Crafts Ltd.
- Registered address
- 49 Newton Street, Manchester, M1 1FT, United Kingdom
- [email protected]
- Phone
- +44 161 917 8194
- Working hours
- Mon-Thu 09:30-19:00, Fri 09:30-18:00
- Registration
- Company No. 18886936