You can return any item within 30 days of delivery. If you simply change your mind, you pay the cost of sending it back to our returns centre in Asia. If an item arrives damaged, faulty or not as described, we put it right at our own cost.

30-day returns

To return an order you no longer want:

1. Email info@thehouseofbeatrice.co.uk within 30 days of receiving your order, with the subject "Return request".
2. Include your order number, your full name, the item or items you want to return and the reason.
3. Wait for our reply. We will send you the return address and instructions. Please do not send the parcel to the address printed on the original package.
4. Send the item back using a tracked service and keep your proof of postage.

Items must be unused and in the condition you received them, with all parts included and, where possible, in the original packaging. We may refuse a return, or reduce the refund, if an item comes back used or damaged.

We check returned items within 7 working days of receiving them and email you the outcome.

Return shipping costs

Returns are not free. Our returns centre is in Asia, and you pay the postage for sending an unwanted item back. The cost depends on the carrier and service you choose, and international tracked postage costs more than postage within the UK, so please check the price before you decide to return.

You do not pay return postage when an item is damaged, faulty or not as described.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or different from what you ordered, email info@thehouseofbeatrice.co.uk as soon as you can with your order number and photos or a short video of the problem. Once we have confirmed it, we send a free replacement or refund you in full, whichever you prefer.

You never pay postage for a damaged, faulty or incorrect item, and in most cases you do not need to send it back.

Exchanges

If you would like a different item instead of a refund, email info@thehouseofbeatrice.co.uk with your order number and the item you want. Send the original item back as described above; you pay the return postage. As soon as we receive it, we send the replacement with free delivery. If the new item costs more or less than the original, we charge or refund the difference.

Cancelling an order

Orders are passed to our fulfilment partner automatically as soon as they are placed. Once your order has been processed, we cannot cancel, change or stop it before delivery, and we do not refund an order while it is on its way.

If you no longer want an order that has already been processed, wait for it to arrive and then return it. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you, or someone you nominate, receive the goods to tell us that you are cancelling. If your order arrives in several parcels, the 14 days start when the last one arrives. You do not have to give a reason, and you can let us know in advance that you intend to return the order.

To cancel, tell us clearly in writing, for example by email to info@thehouseofbeatrice.co.uk. You can use the form at the end of this policy, but you do not have to.

You then have 14 days from the day you tell us to send the goods back, and you pay the cost of returning them. We do not refund a cancelled order until the goods have been returned.

We may reduce your refund if the goods have lost value because they were handled more than is necessary to check them, as you would in a shop.

Refunds

• We refund the price you paid, including standard delivery, which is free on all orders.
• We do not refund the postage you pay to return an unwanted item.
• Refunds go back to the payment method you used for the order.
• We issue the refund within 14 days of receiving the returned goods or, if earlier, within 14 days of receiving proof that you have sent them back.
• Your bank or card provider may take a few more days to show the money in your account.

2-year guarantee

Every item is covered for 2 years from the date of delivery against defects in materials and workmanship. If a defect appears during normal use, email us with your order number and photos, and we will repair or replace the item, or refund you.

The guarantee does not cover normal wear and tear, accidental damage, misuse or damage caused by not following the care instructions. It is in addition to your legal rights.

Your legal rights

Nothing in this policy affects your statutory rights. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. For free, independent advice, visit Citizens Advice or call 0808 223 1133.

Contact

The House of Beatrice is operated by LePin Enterprises LLC, 30 N Gould St Ste R, Sheridan, WY 82801, United States. This is our registered office, not a returns address. Please do not send returns here.

Email: info@thehouseofbeatrice.co.uk

Customer service hours: Monday to Saturday, 9:00 am to 6:00 pm (UK time)

Cancellation form

Complete and send this form only if you want to cancel your order.

To: The House of Beatrice (LePin Enterprises LLC), 30 N Gould St Ste R, Sheridan, WY 82801, United States, info@thehouseofbeatrice.co.uk

I hereby give notice that I cancel my contract of sale of the following goods:

Order number:

Ordered on / received on:

Name of consumer:

Address of consumer:

Date:

ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.