Returns & Refunds

We want you to be completely happy with your purchase. If something isn't right, we'll do everything we can to make it right.

Because our products are individually personalised and made to order, they are exempt from the standard 14-day right to cancel under the Consumer Contracts Regulations 2013. This is a standard legal exemption for bespoke goods.

However, this does not affect your rights under the Consumer Rights Act 2015. You are always entitled to a remedy if your item is:

We cannot accept returns for:

For non-personalised products, you have the right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations 2013. You must notify us in writing within this period. You are responsible for return postage costs unless the item is faulty.

If your item arrives damaged, faulty, or incorrect, please follow these steps:

1. Email us at hello@britishcraftstudio.com within 30 days of receiving your order
2. Include your order number, a description of the issue, and clear photographs of the item
3. We will respond within 2 business days with a resolution — either a replacement, store credit, or refund

Approved refunds are processed to your original payment method within 5–10 business days. You will receive a confirmation email once the refund has been issued. Processing times may vary depending on your bank or card provider.

In the unlikely event your order is damaged during delivery, please keep all original packaging and contact us immediately with photos. We will raise a claim with the courier and arrange a replacement at no cost to you.

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

British Craft Studio is a trading name of BritCraft Studio Limited, a company registered in England and Wales (Company No. 16545085). Contact: hello@britishcraftstudio.com