Our returns policy is 14 days upon receipt for a full refund or exchange – provided that the item is returned complete and in original condition. Concept Hand Tufting will cover the cost of return shipping within the UK for non-sale items, but original delivery cost will not be refunded.
To return an item, you must first contact us. We will then arrange for the goods to be collected from you. Returns can be collected from your home, work or alternative address.
It is recommended that you keep the original packaging in order to make returning items easier. If you no longer have the original packaging we can suggest alternatives or we will send you new packaging free of charge.
Please note: Returns are not possible on any Custom or Bespoke items you have ordered with our sales team as these are specially commissioned items tailor-made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering.
For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the return to be processed and the money to show in your account.