Returns & Refunds Policy

At Shelf Tales, every order is prepared and packaged with care. Please check product descriptions, dimensions and images carefully before placing your order.

We do not offer voluntary returns or exchanges for change of mind outside of your statutory cancellation rights.

For eligible online purchases, UK customers have the right to cancel their order within 14 days of receiving it. If you wish to cancel, please contact us within this period. Once you have notified us, the item must be returned within 14 days.

Returned items must be:

  • Unused and undamaged

  • In their original condition

  • Securely packaged for return

Customers are responsible for return postage costs unless the item is faulty, damaged or incorrect.

Personalised & Custom Orders

Personalised, commissioned or genuinely custom-made items are non-returnable and non-refundable, except where they arrive faulty, damaged or incorrect.

Please note that standard Shelf Tales products that are simply prepared or printed after an order is placed may still be subject to statutory cancellation rights.

Digital Products

Digital downloads are non-refundable once downloading or access has begun, where you have agreed to receive the digital content immediately and acknowledged that your cancellation right will end.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible with:

  • Your order number

  • A description of the issue

  • Clear photographs of the item and packaging

We will arrange a suitable replacement or refund where appropriate.

Refunds

Once an eligible return has been received and inspected, your refund will be processed to the original payment method.

Where required by law, the original standard delivery charge will also be refunded. Additional delivery costs for upgraded or express shipping are not refundable.

Return Shipping

Return postage is the responsibility of the customer unless the product is faulty, damaged or incorrect.

We strongly recommend using a tracked postal service, as Shelf Tales cannot be responsible for returned parcels that are lost in transit.

Shelf Tales reserves the right to refuse returns that do not meet the conditions above, subject always to your statutory consumer rights.