Refund policy
Returns & Refunds
We want you to be happy with your order from The Wicker Broom. If something isn't right, please get in touch and we'll do our best to help.
30-Day Returns
We offer a 30-day return period, which means you have 30 days from the date you receive your order to request a return.
This 30-day period is in addition to your legal rights as a UK consumer. When you buy online, you normally have the legal right to cancel your order within 14 days of receiving your goods, without having to give a reason.
To be eligible for a change-of-mind return, items should be returned in their original condition, unused and with their original packaging where reasonably possible.
Some products cannot be returned for hygiene, safety or other legal reasons, as outlined below.
How to Request a Return
To request a return, please contact us at thewickerbroom@gmail.com before sending anything back.
Please include your order number and let us know which item you would like to return and the reason for the return, if applicable.
Once your return has been approved, we will provide you with the return address and instructions for sending your item back.
Please do not send a return to an address without contacting us first. This allows us to make sure your return is processed correctly.
Return Postage
For change-of-mind returns, the cost of returning the item to us is normally the customer's responsibility.
If an item is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it. Where appropriate, we will arrange or reimburse reasonable return postage costs.
Refunds
Once we have received and inspected your returned item, we will process your refund as soon as reasonably possible.
Where you are exercising your legal right to cancel an online order, we will issue your refund within the timeframe required by UK consumer law. Refunds will normally be made using the original payment method.
For eligible cancellations, we will refund the standard delivery charge originally paid. If you chose a more expensive delivery option, we are only required to refund the cost of the least expensive standard delivery option offered.
Where an item has been handled beyond what would reasonably be necessary to inspect it in a shop, we may be able to make a deduction from the refund for any resulting loss in value.
Damaged, Faulty or Incorrect Items
Please check your order when it arrives and contact us as soon as possible if your item is damaged, faulty or you have received the wrong item.
Please email thewickerbroom@gmail.com with your order number and, where possible, photographs showing the issue. We will assess the problem and work with you to put it right.
Your legal rights regarding faulty, damaged or incorrectly supplied goods are not affected by this policy.
Non-Returnable Items
Some products are not eligible for return where an exception applies under UK consumer law. This may include:
- Perishable goods
- Sealed goods which are not suitable for return for health or hygiene reasons once unsealed
- Personalised or made-to-order items
- Items which have been used or handled beyond what is reasonably necessary to inspect them
For products such as teas, balms and other personal-use products, please contact us if you are unsure whether an item can be returned. We will always consider your legal rights before refusing a return.
Gift cards are non-refundable except where required by law.
Sale or discounted items still have the same statutory consumer rights as full-price items.
Exchanges
We do not currently offer direct exchanges.
If you would like a different product, the simplest option is to return the original item where eligible and place a new order for the item you would like instead.
Contact Us
If you have any questions about returns, refunds or your order, please contact us at:
Please contact us before sending any return so that we can provide the correct return instructions and address.
Nothing in this policy affects your statutory rights as a consumer.