Refunds and Exchanges
At Esther’s Fairytale House, we understand that sometimes you may not be happy with your purchase (and we sincerely hope this isn’t the case), please inform us within 30 days of receipt via email should you wish to have a refund or exchange.
HOW TO RETURN YOUR PURCHASE
Please request by email a Returns Advice Slip and follow the instructions on the form for your return.
You as the customer are responsible for the payment of postage/shipping for returns. Esther’s Fairytale House will not pay the postage of any unwanted items, unless they are faulty.
All items must be returned in the condition that you received it, with all tags still attached and product packaging included where applicable.
Please send your return using a secure and trackable method. Please ask for and keep proof of postage. Posting is your responsibility and if the package is lost we will be unable to refund you for the item.
You will receive an email confirming that we have received your return and that you have been credited. Please allow between 7 and 10 working days for your bank to complete the transaction, depending on their processing time. This can vary between card issuers.
Any discounts applied to an order, reliant on a specific spend amount, will be deducted from the refund automatically when it is processed.
You should inform us of a return for a refund within 10 days of your order being delivered. For returns that have been notified to us outside of this timeframe, store credit will be issued in the form of a credit note within 4 weeks of purchase. If a product is requested to be returned outside of the 4 week period, we cannot offer a credit note. No returns will be accepted outside of the 4 week period.
Receiving a refund
Your refund will be credited to match the original method of payment. This will exclude shipping costs (with the exception of faulty items if applicable).
Goods are classified as faulty if they are received damaged. Please note that damaged items as a result of wear and tear are not considered to be faulty. Please contact us within 7 working days of receiving your order if your item has been delivered in a faulty state, with photos/videos of the fault. Unfortunately we are unable to proceed with a claim if photographic/video evidence is not received. Queries placed outside of this timeframe may not qualify for a refund. If we do receive notification within this time frame, we will process an exchange for any faulty item received and if we have no replacement stock, you will receive a full refund.
If you do receive a faulty item, for small items, we will send you a pre-paid returns label by email for you to use to return the faulty product to us. For larger items, we will arrange a collection of this item free of charge and arrange for a replacement to be sent or a refund to be processed. If the collection is agreed and you, the customer are not at the premises when the courier arrives, you will be charged a £10 unavailability charge as well as the price of the pick up: £16. Any future pick up's will be at the customer's cost.