Refund policy

We want you to love your Castle Combe pieces. This policy sets out your rights and how to return an item. It sits alongside — and does not affect — your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Your 14-day right to cancel

For most items, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason. To cancel, email us at castlecombeshop@gmail.com with your order number before the 14 days are up. You then have a further 14 days to send the item back. Returned items should be unused, in their original condition and packaging where possible. We will refund the price of the item and standard delivery within 14 days of receiving the goods back (or proof you have sent them). You are responsible for the cost of return postage unless the item is faulty or incorrect.

Made-to-order and personalised items

Many of our products are made to order. Standard designs (available for anyone to buy) can be returned under the 14-day right above. However, items that are personalised or customised to you specifically are exempt from the right to cancel, unless they are faulty. This does not affect your rights if an item is defective.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or not what you ordered, please email castlecombeshop@gmail.com within a reasonable time with your order number and a photo. We will arrange a replacement or full refund, including any delivery and return costs, at no charge to you.

How to start a return

Email castlecombeshop@gmail.com with your order number and whether you would like a refund, replacement or exchange, and we will guide you through the next steps and the return address.

Refunds

Refunds are made to your original payment method. Please allow a few working days for your bank to process it after we issue the refund.