Returns & Refunds
Returns & Refunds
At The Creative Empress, including our Rooted in Grace collection, we want you to be happy with your purchase. This policy explains your rights and how to request a return or refund.
Non-Personalised Products
For most products purchased online, UK customers have the legal right to cancel within 14 days of receiving their order, without giving a reason. You then have a further 14 days to return the goods after notifying us of your cancellation.
Personalised and Custom-Made Products
Products made to your individual specifications or clearly personalised, such as items featuring your chosen names, photographs or bespoke designs, are generally exempt from the 14-day change-of-mind cancellation right. This does not affect your rights if an item is faulty, damaged or not as described.
Journals, Clothing and Accessories
Non-personalised journals, clothing and accessories are generally eligible for statutory cancellation rights. Please take reasonable care of products while inspecting them. Any deduction for diminished value will be made only where permitted by law. Certain sealed products may have specific legal exceptions where applicable.
Faulty, Damaged or Incorrect Orders
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible through our Contact Us page, including your order number and, where possible, photographs of the issue. Your statutory consumer rights remain unaffected. Under UK consumer law, faulty goods may qualify for a refund, repair or replacement depending on the circumstances and time since delivery.
Refunds
Where you exercise your statutory right to cancel, eligible refunds include the basic standard delivery charge where required by law. Refunds will be issued to your original payment method within the applicable legal timeframe. We may wait until returned goods are received, or evidence of return is provided, where the law permits.
Return Postage
For change-of-mind returns, customers are responsible for return postage where this has been clearly communicated before purchase. We will cover reasonable return costs where required by law, including for faulty or incorrectly supplied goods.
How to Request a Return
Please contact us through the Contact Us page on our website with your order number, the item concerned and the reason for your request. We will provide return instructions and the appropriate return address. Please do not send items back without obtaining the correct return details.
Your Statutory Rights
Nothing in this policy limits or excludes your rights under applicable UK consumer law.
