RETURNS AND EXCHANGES


Making Returns:

Please email us at info@creativehouseuk.com to request a return. (Personalised items are non-refundable) we will then send you more information on how to return your item for a refund.

If we accept your return, a return address will be given via email.

We do not currently offer a free return service, returned items are the buyers responsibility until they reach us.

Make Up Bags and Clothing should be packed flat into an A4 envelope and returned as a large letter.

Prints should be sent back in the original envelopes.

Please send your item tracked and keep proof of postage just in case!

 

Returns Policy:

All refund requests must be made by email within 7 days of the item being delivered. All returns must be physically received within 28 days of making a claim.

As all our items are made to order, we ask that returned products are in new and unused condition for a refund. 

Under the Distance Selling Regulations the buyer is under obligation to take Reasonable Care of the items whilst in their possession. We request that items are returned with their original packaging, with any labels, within 28 days.
*Any items that do NOT arrive in a re-sellable condition, or in timely manner will be sent back to the Buyer. 

Returns will only be accepted and refunds or exchanges offered, if items are returned to us unused and unwashed, in their original condition with tags intact, free from any marks (e.g. make-up, deodorant, fake tan, blemishes) or odours (e.g. perfume, aftershave or smoke).

Sizes are approximate and as described by our manufacturers guidelines, therefore it is the customer's responsibility to ensure they choose the correct size based on the sizing guidelines.


If you are unsure you can contact us via email and we will happily advise you on the correct sizing.


Faulty items:

Every item we make is inspected before it is dispatched. If items have a defect or are damaged upon receipt, please contact us as soon as possible within 7  working days after your package arrives, as we will be happy to replace it for you or refund the price of the item once we have received the return. 

Once we have received your returns: Please allow 5 working days for your refund to be processed. Refunds will be credited back to the original method used. Please allow 5 to 7 working days for any funds to show in your account.

International Orders - Exchange rates can change Payments and refunds may be affected by this as we do not have any control over when funds are cleared.

 

Postage and Packaging:

Postage is non refundable unless the item you have received is faulty.

When returning your items to us, we recommend that you send the parcel using a tracked purchase that insures the items. We cannot provide refunds or exchanges on items that are lost in the post when being returned back to us.

The cost of returning the item to us is the buyers responsibility except where the items are faulty and are being returned for an exchange.

In the event that you receive an incorrect item, we will happily cover your return postage costs - You will be refunded the amount shown on your postage label.

We ask that a proof of postage is obtained for your records so we can complete your refund in the event that the parcel is lost on its way back to us. Please send your items back with tracked delivery. 


Personalised Orders:

As we state on our website, Personalised orders may not be changed or cancelled once submitted as they are made to customer specifications and cannot be resold.

Returns are only accepted where the fault is ours.

If you do receive a faulty personalised item, we ask that this is returned to us or an image sent over to us before we can send out a replacement.

Personalised items that are produced on customer request, are exempt from the right of replacement.

 

Exchanges:


If you would like to exchange an item in your order, there are two options:

1. Place another order for the items that you would like. Send back the unsuitable items within the next 7 days. When we receive these, we will issue a refund for the returned items.

2. Return the items to us and once we receive them we will send out the correct items to you

Please keep proof of postage when sending back your items just in case (postage is the responsibility of the buyer unless we are at fault).


Missing Items  - Please inform us of any Missing orders within 7 days of receiving the dispatch email.

We will post to the address given by you when you place your order.

An automated email will be sent out to you to inform you that your order has been received and is being processed.

If you need your item by a specific date then please bear this in mind when ordering.

Delivery timescales are based on Royal Mail and courier services and are subject to their terms and conditions.

Please ensure to check your email periodically in case we have to make contact with you regarding order information.

 

If you have any questions then please email us at info@creativehouseuk.com