Returns & Refunds
Last updated 7 October 2026
How to arrange a return
Please email [email protected] with your order reference, the items you wish to return and, if relevant, a description of the problem. We manage returns personally and will send you the return address and instructions.
Email is our preferred way to arrange a return. You may exercise your cancellation right using any clear statement; you do not need our approval or to use a particular form. Please notify us within the cancellation period rather than waiting for return instructions. If you have not received the instructions promptly, contact us again; your statutory rights are not affected.
Changing your mind
For non-personalised goods bought online, you normally have 14 days starting the day after you receive the goods to tell us you wish to cancel. If an order is delivered in separate parts, this normally runs from receipt of the last part. You then have 14 days from notifying us to send the goods back.
You may examine the goods as you would in a shop. We may deduct an amount for loss in value caused by handling beyond what is needed to establish their nature, characteristics and functioning, where the law permits this. We do not charge a restocking fee.
Personalised and custom-made goods
The standard change-of-mind cancellation right normally does not apply to goods made to your specifications or clearly personalised, such as an item made with an individual name or message. Simply being handmade does not remove your cancellation right. Your rights if goods are faulty, damaged or not as described remain unaffected.
Return postage
For a change-of-mind return, you are responsible for the full direct cost of return postage unless we agree otherwise. Keep proof of postage.
If an item is faulty, damaged, incorrect or not as described, we cover reasonable return costs where a return is needed. Contact us so we can arrange a prepaid label or agree reimbursement of reasonable postage; this process does not restrict your statutory rights.
Faulty, damaged or incorrect items
Please contact us with your order reference and a description of the issue. Your statutory rights may entitle you to reject the goods, receive a repair or replacement, or obtain a refund or price reduction, depending on the circumstances.
Refunds
For a valid change-of-mind cancellation, we refund the sums due without undue delay and within 14 days of receiving the returned goods or, if earlier, evidence that you sent them back. Where we have offered to collect the goods, the applicable cancellation refund deadline applies instead. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.
When you cancel the whole order under your statutory cancellation right, the refund includes the least expensive standard outbound delivery option we offered. We do not have to refund the extra cost of an upgraded delivery option you chose. Change-of-mind return postage remains your responsibility. Refunds for faulty or misdescribed goods are handled in accordance with your statutory rights.
Optional model cancellation form
You do not have to use this form. Complete and send it only if you wish to cancel the contract.
To: Scott Murphy, trading as Impeccable Illustrations, [email protected]
A place in Wales.
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:
Goods:
Order reference (if known):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.