Refund policy
Overview
If you change your mind, you have 14 days from receiving your order to request a return.
To be eligible, items must be:
• Unused, unworn, and in the same condition you received them
• With tags and in the original packaging
• Accompanied by a receipt or proof of purchase
Personalised, custom-made or bespoke items are not eligible for return unless faulty.
How to Start a Return
- Please email info@jadecraftsshetland.co.uk with:
- Your order number
- The item you wish to return
- Your reason for returning it
Once approved, please send your return to:
Greenacres, Brake, Quendale
Shetland, ZE2 9JD
Please do not send any items back until your return has been approved — unapproved returns cannot be accepted.
Customers are responsible for return shipping costs.
Please keep your proof of postage until your return has been fully processed.
Final Sale Items
Sale items are final sale and cannot be returned or exchanged unless faulty or damaged.
Personalised or made-to-order items are non-refundable unless faulty.
Faulty or Damaged Items
If your parcel arrives damaged or your item appears faulty, please contact me within 48 hours of delivery with photos of the issue.
I will assess the situation and, if necessary, ask you to return the item for inspection. Once confirmed faulty, I will:
• Offer a replacement or refund, and
• Reimburse your return postage
Proof of postage is required for postage refunds.
If you have any questions, please email info@jadecraftsshetland.co.uk.
This policy does not affect your statutory rights.