Returns and refunds

An order that has not been paid for yet can be cancelled from your order page, immediately and at no cost. Once payment has been submitted, email us and we will sort it out — if the parcel has not left the studio, there is nothing to charge you for.

Unused pieces can be returned within 7 days of delivery, in their original packaging. Candles must be unlit and diffusers unopened — once a wick has been burnt the piece cannot be resold, so we cannot take it back.

Email thehatkehouse@gmail.com with your order number before sending anything, so we can tell you where it should go. Return postage is yours to pay unless the piece was damaged, faulty or not what you ordered, in which case it is ours.

Personalised pieces and anything made to order cannot be returned, because they cannot be sold to anyone else. This does not apply if the piece arrives damaged or is not what you ordered — those are always ours to put right.

Refunds are sent within 5 to 7 working days of the return reaching us, to the UPI account the payment came from. We will email you when it goes out.

Delivery charges are refunded too where the return is our fault. Where it is not, the original delivery charge is not returned.

Every vessel is made by hand, so colour, glaze and surface vary from piece to piece and from photograph to piece. That variation is the point of the work rather than a defect — but if what arrived is not what you hoped for, the 7-day return above still covers you.