Overview
I take great care to ensure every piece arrives as it should – and if something is faulty, damaged, incorrect or not as described, I’ll always work with you to put it right.
This policy explains the arrangements for physical goods purchased through this website. It does not affect your statutory consumer rights.
Last updated: 3 September 2026.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, incorrect or not as described, please contact me as soon as reasonably possible at info@carolyn-hammond.co.uk.
Please include your order number and, where possible, photographs of the item and its packaging. I’ll arrange an appropriate remedy, which may include a repair, replacement or refund.
If the item needs to be returned because it is faulty, damaged, incorrect or not as described, I’ll arrange the return or cover reasonable return-postage costs.
Your legal rights concerning faulty goods are not limited to 14 days.
Standard, Non-Personalised Items
For standard, non-personalised items bought online, you may cancel your order from the time it is placed until 14 days after the day you receive it. You do not need to give a reason.
After telling me that you wish to cancel, you have a further 14 days to return the item.
For clarity, an item is not considered personalised simply because it is produced after you place your order. A standard design ordered in one of the normally available sizes or options remains subject to the usual cancellation rights unless it has been made to your individual specifications.
You may inspect or try on an item as you would in a shop. Please return it carefully packaged and, where applicable, with its labels attached. If handling beyond what is reasonably necessary has reduced the item’s value, a corresponding deduction may be made from the refund.
For change-of-mind returns, you are responsible for the direct cost of returning the item. I recommend obtaining proof of postage and using a tracked or insured service for valuable items.
Refunds
Eligible refunds will be processed within 14 days of receiving the returned item or evidence that it has been sent back, whichever is earlier.
The refund will include the price paid and the cost of the least expensive standard delivery option offered when the order was placed. If you selected a more expensive delivery service, the additional cost of that service will not be refunded.
Refunds will normally be made using the original payment method unless we agree otherwise.
Bespoke and Personalised Items
Bespoke commissions and genuinely personalised items – such as commissioned portraits or pieces customised to your individual instructions – are created specifically for you. The usual right to cancel because you have changed your mind does not normally apply to these items.
This does not affect your rights if an item is faulty, damaged, incorrect or not as described.
If you need to cancel a bespoke or personalised order, please contact me immediately. If work has not begun and no costs have been incurred, I will normally be able to cancel it. Once work has begun or materials have been committed, cancellation may no longer be possible. Any specific commission terms provided and agreed before ordering will also apply.
Sale Items
Sale items have the same statutory rights as full-price items. Where the usual online cancellation right applies, an eligible sale item may be returned under the same conditions described above.
Exchanges
If you would prefer an exchange, please contact me. Exchanges may be possible subject to availability, but this does not replace any right you may have to receive a refund.
How to Arrange a Return or Cancellation
Email info@carolyn-hammond.co.uk with a clear statement that you wish to cancel or return your order. Please include your name and order number so that I can identify the purchase and provide the correct return address.
You may use the following wording if helpful:
Name:
Address:
Order number:
Item or items being cancelled:
Date ordered:
Date received:
I am notifying you that I wish to cancel my contract for the goods listed above.
Contacting me before posting the item will help ensure that your return is sent to the correct address and handled promptly.
Need Help?
If you have any questions about a cancellation, return or refund, please contact me at info@carolyn-hammond.co.uk.