International Returns & Refunds

International Returns, Cancellations & Refunds

We want customers around the world to shop with confidence. The following policy applies to orders from Kirsty’s Creations and does not restrict any mandatory consumer rights that apply in your country or region.

Change-of-mind cancellations

For eligible purchases by UK consumers made online, you normally have 14 days from the day after receiving your goods (or the last item in a split delivery) to notify us that you wish to cancel, without giving a reason. You then generally have a further 14 days to return the goods. Customers outside the UK may have different mandatory cancellation rights under their local laws; where such laws apply, those rights take precedence. Please contact us promptly if you wish to cancel or return an order.

How to request a return

Contact us by telephone on +44 7725827857 and provide your order number, the item(s) concerned and whether the request is for cancellation, a fault or damage. We will provide return instructions and confirm the receiving address. Do not send parcels to the business correspondence address without confirmation.

Return shipping

For eligible change-of-mind returns, the customer may be responsible for the direct return shipping cost where this was properly disclosed before purchase and permitted by law. International return shipping may be expensive and may involve customs paperwork. For faulty, damaged or misdescribed goods, we will provide the remedies and reasonable return-cost coverage required by applicable law. Please contact us before paying to return a faulty item.

Refund timing and method

Where the UK statutory cancellation right applies, we refund the goods price and the basic outbound delivery charge (where applicable); additional premium-delivery charges are generally not refundable. We may make a lawful deduction for handling beyond what is necessary to inspect the goods. Refunds are made within 14 days after we receive returned goods or receive evidence of their return, whichever is earlier, subject to applicable law. If goods were not dispatched, the applicable refund period runs from notification of cancellation. Refunds are normally issued to the original payment method without a refund fee.

Personalised items and other exceptions

Goods made to a customer’s specifications or clearly personalised may be excluded from change-of-mind cancellation rights where the law permits. Other limited legal exceptions can apply, including certain sealed hygiene-sensitive items once unsealed. These exceptions do not remove rights relating to faulty or misdescribed goods.

Damaged, faulty or incorrect orders

If your order arrives damaged, faulty, incorrect or not as described, contact us with the order number and, where possible, photographs. We will assess the issue and provide repair, replacement, refund or another remedy as required by applicable law. UK consumers retain their rights under the Consumer Rights Act 2015. Mandatory consumer protections in the destination country may also apply.

Customs and import fees on returns

Any recovery of import duties or taxes paid to authorities depends on local customs procedures and applicable law. Contact the relevant customs authority or carrier about potential refunds of those charges. We will not misstate customs declarations.

Business contact

Kirsty’s Creations (sole trader)
22 Ellam Road, Canterbury, CT1 3SL, United Kingdom
Phone: +44 7725827857

Before launch: confirm the actual return receiving address, practical international return process, customer-support email, and country-specific mandatory legal requirements. This template is not a substitute for legal review.