The Merchant's Returns & Refunds

Changed your mind?

When you buy a standard treasure from the catalogue online, the law gives you a right to cancel the order within 14 days of receiving it, without giving a reason. You may handle your treasure as you reasonably would in a shop — for example, you may try it on to check the fit.

If a treasure has been worn or handled beyond what is reasonably necessary to check it, and that has genuinely reduced its value, the Merchant may make a reduction from the refund to reflect that diminished value, up to the price you paid, only where the law allows.

How to cancel your journey

To cancel, simply Send Word to the Merchant with your order number and explain that you would like to cancel. You don't need to give us a reason.

Returning your treasure

For a change-of-mind cancellation, unless we agree otherwise, you bear the direct cost of returning the treasure — this is made clear before purchase. The law asks you to send the treasure back without undue delay, and in any event within 14 days of telling us you wish to cancel.

Please return the treasure in a reasonable condition. Once the returned treasure arrives back with us, we will arrange your refund.

If your treasure arrives damaged or faulty

If a treasure arrives damaged, or turns out to be faulty, your statutory rights still stand. Depending on the circumstances and what you would prefer, the Merchant may offer a replacement or remake, or a refund, in line with your legal rights.

Please Send Word to the Merchant (or reach out on Instagram) with a photograph of the damage and your order number, so the Merchant can help find the best solution.

Where the law requires it, the Merchant bears the reasonable cost of returning faulty, damaged, or non-conforming goods. Nothing on this page removes or limits your statutory rights in relation to faulty goods.

If the wrong treasure arrives

If the wrong treasure arrives by mistake, treat it as if the order hasn't been fulfilled correctly. The Merchant will help put things right, which may include sending the correct treasure or providing an appropriate refund or other remedy in accordance with your legal rights. Where the law requires, the Merchant will cover the reasonable cost of returning the incorrect treasure.

If your treasure is lost on its journey

If a treasure is genuinely lost before it reaches you, the Merchant will help put it right — for example by sending a replacement or providing a refund. The risk of loss does not pass to you before your treasure is delivered, and the Merchant will not place that loss onto you contrary to the law.

How refunds work

Refunds are made through your original payment method (the payment provider used at checkout). No fee is charged for the refund.

For a change-of-mind cancellation, the refund is made without undue delay and in any event within 14 days of the later of: the day we receive the returned treasure back, or (if earlier) the day you provide evidence that you have sent it back.

Want to cancel before dispatch?

Want to cancel a journey? Send Word to the Merchant with your order number and explain you'd like to cancel. If your order has not yet been dispatched, there is no treasure to return — we will confirm your cancellation and arrange a refund for the amount paid.

Bespoke or personalised treasures

The treasures currently in the catalogue are standard handmade treasures. Being handmade does not, on its own, make a treasure "bespoke", and choosing an ordinary option from pre-existing choices does not automatically make one either.

Certain goods made to a customer's specifications or clearly personalised for them can fall outside the standard 14-day cancellation right. Being handmade does not, on its own, make a treasure bespoke, and choosing an ordinary option from pre-existing choices does not automatically make it personalised. If the Merchant ever offers genuinely bespoke or personalised treasures that fall within this exception, they will be clearly identified as such before you place your order.

Need help?

For anything not covered above, please Send Word to the Merchant — mention your order number so the Merchant can help as quickly as possible.

Your statutory rights are never removed or limited by this page or by the site.