Refund policy
Returns & Exchanges
Returns
We do not accept returns on items that are made to order. (This includes personalised crystal trolls and products made for special occasions, such as Christmas advent calendars, Valentine's day etc...)
If any item is damaged during transit, I would need to report it to the delivery company before offering a refund or replacement.
Any defective/damaged or incorrect items must be reported within 14 days of receipt.
We require proof of purchase and an order number with photos of the defective/damaged/incorrect item.
If you purchase an item and due to external circumstances like postage delays, you can't use it anymore, we are happy to accept a return and refund (this excludes made-to-order products and postage costs). - Please avoid ordering something to then returning it just for the fun of it, the customer will have to cover the postage back and this information gets passed between sellers.
Exchanges
Exchanges are not accepted on personalised items.
If you ordered the wrong item, colour or simply don't like the product, exchanges are not accepted.
We will offer replacements if you received a defective/damaged or incorrect item. Please contact us for assistance.
Refunds
Refunds may take up to 7 business days (minus shipping costs).
Shipping is not refundable (This includes exchange shipping costs, these are covered by the buyer)
No refunds on parcels that are sent back due to the customer not paying customs or the item not claimed (This is due to the loss of stock we would suffer and the possibility of purchase other customers could have)
Cancellations
If you wish to cancel your order, this has to be done within 24h - Bare in mind there is a restocking fee of 10% and a processing fee of 50p + 3%
Pre-orders
When purchasing an item listed as 'Pre-order', you may request a full refund within 24 hours of placing your order, subject to the standard cancellation fee. However, beyond this 24-hour period, only 50% of the total amount can be refunded (minus any applicable cancellation fees). This policy is in place because pre-order funds are used to source the materials necessary for your order. Refunding the full amount after this stage would result in significant losses, as it would leave us with excess stock that would not have been acquired otherwise.
Open boxes (Live Sales)
We are happy to keep your box open for a certain period of time if you can't make the payment within 24h. A deposit of 30%/50% would be required and then the rest of the payment due on the time agreed (Please check the deposit terms and conditions)
T&Cs (deposit)
The deposit is to hold your claims, if the rest of the payment is not done on the day agreed or messages get ignored, the claims would go back for sale and we reserve the right to not return your deposit. If you decide you don't want your claims anymore, we also reserve the right to not return the deposit. There is also a restocking fee if you can only pay for some of the claims at the end (10% and a processing fee of 50p + 3%)
Jewellery
- No refunds for custom orders
- You can return your pieces if you are not happy with them within 14 days. If your necklace is damaged or breaks please contact us as soon as possible but if it's outside ut 14 days period, a surplus will be charged depending on the damage. If the care instructions provided are not followed, we are not responsible for any damage caused.
- All jewellery pieces are tested for at least a month to make sure we provide you with the best quality and durability but please, bear in mind you need to follow certain care instructions to ensure your piece stays as beautiful as always.
- Customer would need to pay the postage to send the piece back and ensure the value of the item is covered
- No exchange
- Custom slot's deposit is not refundable
To get a quote for your custom necklace please fill out the form you will find on our home page
Please use our email address witchymarket@gmail.com to contact us