For any item ordered we aim to dispatch the item within 3 working days. All items have complementary postage and packaging. The goods are sent using Royal mail track and trace, delivery can take up to 3 working days. Should the goods arrive in a damaged manner or royal mail fail to deliver please contact us immediately. If you need an item urgently please contact us as we can speed up dispatch and delivery when necessary.
Our policy lasts 14 days of purchase. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. (As bespoke items are made to order, a refund service is not applicable. This is why we work in detail with you though every stage of the development process to ensure you are 110% happy with your purchase. We have never had a return!)
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
Exchanges shall be processed like returns only we will send you a replacement item once the return has been processed.
If you have received an item as a gift, the exchange or refund will have to go through the gift giver.
To return your product, you should mail your product to: Origin 31, Suite 60, 30 Red Lion Street, Richmond upon Thames, Surrey, TW9 1RB.
Refunding the shipping costs is at the discretion of Origin 31 Ltd
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item, please also keep hold of your proof of postage for this reason.