Refund policy
Return & Refund Policy
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RETURNS
We offer returns on regular priced items within 14 days of receipt of your order. Please email us (contact@douglaspoon.com) to arrange a return and you will then have another 14 days to return the item.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all product tags attached.
Sale items (if applicable)
Unfortunately sale items cannot be refunded, but you can contact us to make an exchange within 14 days of receipt of your order. Please email us on contact@douglaspoon.com.
All seasonal sale orders are processed automatically and cannot be cancelled once placed.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
If you are approved, then your refund will be issued. A credit less shipping cost will automatically be applied to your credit card or original method of payment, within 14 working days.
Shipping costs are non-refundable.
The customer will be responsible for the return shipping cost.
If a shipment is returned to us and needs to be resent, the customer will be responsible for the shipping cos of the 2nd shipment.
Please note that all special orders, personalised / made-to-order and pre-order items are not refundable.
Earrings for pierced ears are non-returnable for hygiene reasons.
Gift cards are not refundable.
All sample sale items are final.
Items marked as 'Final Sale' are not eligible for returns, exchanges or refunds.
Tax and duties are not refundable. You may contact your local customs agency to enquire refunding tax and duties.
Please note that we are not able to facilitate a return/refund if the recipient refuses to pay customs duty and taxes. We also cannot issue a refund if the shipment is abandoned at destination or returned to origin.
We cannot offer refunds if an incorrect or incomplete delivery address as provided.
In cases where a package is rerouted or held for an extended period by the local postal service or final delivery carrier, we are unable to guarantee the condition of the item and cannot offer refunds or replacements for any resulting damage.
We are unable to take responsibility and issue a refund for packages that are lost or stolen.
Order Cancellation on Regular Priced Items
If you change your mind about any order, please contact us as soon as possible. We are able to cancel orders that have not yet been processed. Please note that a cancellation fee of £5 to £50 will apply for cancellations to cover transaction fees and administrative costs.
Please note: All seasonal sale items, personalised / made-to-order and pre-order items are not eligible for cancellations.
If you are returning an item over £60, you should consider using a trackable shipping service or purchasing shipping insurance.
Our policy applies only to purchases made through our online store.
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