Returns Policy

The cancellation period will expire 28 days from the day on which you receive the goods you have ordered. This applies to cancelable goods (there’s a guide below to help you see what’s cancelable and what isn’t).

how to cancel your order, or return or exchange a product

    1. Contact us to let them us know that you wish to cancel your order, or return or exchange a product by:

a. emailing us at enquiries@theuntoldwish.com with your name and order number specified in the subject line.

    1. You may only return new, unopened products to us. If the product has already been received, please return within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.
    2. We will process the refund directly to your payment card, in no more than:

a. 14 days after the day the product is received by us; or

b. if earlier, 14 days after the date you provide evidence that you have returned the product to us; or

c. if there were no goods supplied, 14 days after the day on which you informed us (via Step 1 above) about your decision to cancel your order.

 

Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to us and agreed that doing so won’t affect any refund you may be entitled to.

Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the us).

what you can’t send back

Unfortunately, some items are non-cancelable and non-refundable:

  • Anything that’s made to your specific requirements (ie: outside of standard customisation options offered by us to all customers), is personalised or otherwise can’t be resold due to a bespoke element
  • Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics

To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering.

extended Christmas returns policy

All cancellable goods purchased between 1 November and 22 December 2015 (inclusive) can be returned in their original condition at any time before 19 January 2016. For all items purchased on 23 December 2015 or after, our 28-day returns policy applies.