Returns & Exchanges Policy
We want you to love your purchase. If something isn’t quite right, we’re happy to help with a return or exchange. If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible. We’ll cover the reasonable cost of returning it and work with you to find the best solution. We’ll assess the problem and arrange a repair, replacement, exchange, or refund as appropriate.
You can request a return within 30 days of receiving your order.
To be eligible for a return, items must be a design fault:
How to Start a Return
Please contact us at info@poetryhouse.co.uk within 30 days of receiving your order. Include your order number and images of the product you received, so we can clarify the mistake.
We’ll provide the return instructions and any information you need to send your item back.
Please don’t send items back without contacting us first, as this may delay the process.
Return Shipping
If your item is faulty or we sent you the wrong item, return postage is our responsibility.
We encourage you to use a tracked, lower-impact shipping option where possible. We’re a small brand, and choosing thoughtful shipping methods helps us keep unnecessary transport and packaging to a minimum.
Because we make and stock our collections in limited quantities, we can’t always guarantee that your preferred size or style will be available. If it isn’t, we’ll offer you a refund or another suitable option.
Refunds
Approved refunds will be issued to your original payment method. Please allow [5–10 business days] for the refund to appear in your account, depending on your bank or payment provider.
A Note on Sustainability
We believe returns should be handled thoughtfully.
Every additional delivery has an environmental impact, so we encourage you to check our size guide and product details before ordering. If you’re unsure about sizing or fit, please contact us — we’re always happy to help.
We also reuse or recycle suitable packaging wherever we can. When returning an item, please use the original packaging if it’s still in good condition.
Your Statutory Rights
This policy does not affect your statutory rights. If you are shopping from the UK or another location with consumer protection laws that give you additional rights, those rights continue to apply.
If you have any questions about a return, please contact us at info@poetryhouse.co.uk. We’re a small team, and we’ll always do our best to find a fair and sustainable solution.