Refund policy
Last updated: 18 October 2026
Returns
Whether you can return an item depends on whether it's personalised.
Personalised items (anything stamped with your words) are made to your order, so they can't be returned just because you've changed your mind. This exemption is set out in the Consumer Contracts Regulations 2013. Please check your spelling before you order: we stamp exactly what you type.
Items that aren't personalised can be returned if they're unused and in their original packaging. We may reduce your refund if an item has been used or damaged.
How to start a return
Please email us before sending anything back, with your order number and the items you'd like to return. We'll reply with the return address and instructions. Items sent back without contacting us first may not be accepted.
Unless the item is faulty or we sent the wrong thing, you pay the return postage. We recommend a tracked service, as we can't refund items lost on their way back to us.
Cancelling an order
Changed your mind about a personalised order? Email us as soon as you can. If we haven't started stamping it, we'll cancel it and refund you in full. Once stamping has started, we can't cancel it.
Damages and issues
Please check your order when it arrives. If the stamping doesn't match what you typed, an item is faulty or damaged, or you received the wrong item, email us within 30 days with your order number and a photo. We'll remake it or refund you, whichever you prefer.
Missing parcels
Please allow 10 working days after dispatch before reporting a parcel missing, and let us know within 30 days of dispatch. We'll check with Royal Mail and, if it's lost, remake or refund your order.
Exceptions and non-returnable items
- Personalised items (unless faulty or our mistake)
- Items that have been used
- Orders collected from our hut can be checked when you collect them. Please tell us there and then if anything is wrong.
If you're not sure whether an item can be returned, please ask us.
Exchanges
The quickest way to get something different is to return the unpersonalised item and place a new order. If your stamping is wrong because of our mistake, we'll remake it at no cost.
United Kingdom returns and cancellations
If you're a consumer in the UK and buy online, you can cancel an order for items that aren't personalised within 14 days of the day you receive them, for any reason. After you tell us you want to cancel, you must send the items back within 14 days.
We'll refund you within 14 days of receiving the items back, or of receiving evidence that you've sent them, whichever is sooner. We'll refund the item price and the standard delivery you paid.
Refunds
We'll email you once we've received and checked your return, to tell you whether your refund is approved. Approved refunds go back to your original payment method. Your bank may take a few days to show it. If you haven't seen your refund after that, please contact us.
This policy doesn't affect your rights under the Consumer Rights Act 2015, including your rights if goods are faulty, not as described, or not delivered on time.
Contact
To cancel an order, start a return, ask about an exchange or report a problem, email us at hello@thepencilworkshop.com