Returns Policy

Look, this is the tedious legal bit, but I've done my best to make it LESS tedious.


You are protected!! 


If you buy from me (or anyone else in the UK for that matter), you are under the following legal protections.  Don't let any bugger try and tell you otherwise either. 


The below is an abridged version, since I don't offer hotel bookings or digital downloads, so please, do go check it out on, or the Which? site (from where I nabbed a lot of the below, comments about Nutella notwithstanding), which makes it far easier to read and digest.  No offence to my lawyer friends out there, but you do like to pad out your sentences just a smidge... (Ha! Sentences! see what I did there...?  No?... Oh never mind.) 


What are your rights under the Consumer Contracts Regulations?

Your right to cancel an order for goods made at a distance starts from the moment you place your order and ends 14 days from the day you receive your goods

Your right to cancel a service made at a distance starts the moment you enter into the contract and lasts 14 days


Companies are not allowed to charge you for items they put in your online shopping basket or that you have bought as a result of a pre-ticked box (I don’t have pre ticked boxes – I say, why should I have all the fun?! But it seemed like a good thing to let you know about)


Cancelling goods and services


The Consumer Contracts Regulations also give you key cancellation rights when you enter into contracts at a distance over the phone, online, from a catalogue or face-to-face with someone who has visited your home, for instance. 


These cancellation rights are more generous than if you bought goods or services from a high street shop (which are covered under the Consumer Rights Act). 

Your right to cancel

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. 


If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch.


This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back (at your own cost).

Your right to a refund


You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner. 

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary.


The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.

Refunding the cost of delivery


The trader has to refund the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service eg guaranteed next day, it only has to refund the basic cost.


There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel.

These include tailor-made or personalised items. They also include goods with a seal for health protection and hygiene reasons (so things like earrings for pierced ears and the like.  A LOT of the pieces I make *are* made to order, but I don't count that as personalised for my commonly made items, since I can put it back in to stock easily.  You need to watch out for that sneaky one, it's employed by too many people.  Mosaics are a little different, as they ARE constructed to the specifications of the requester and the material costs can be astronomical.)


Also included are goods that have been mixed inseparably with other items after delivery. (So if you've ordered a pair of earrings, a mosaic and a jar of Nutella, and liberally coated the entire lot with the contents of the jar, that's a no-no.  It's a good thing I don't sell jars of Nutella, really, if you think about it)


Pre-ticked boxes


The Regulations make it clear that a trader won’t be able to charge a consumer for an item where it was selected for the consumer as part of that purchasing process, rather than the consumer actively choosing to add it to their basket.


For example, retailers are not allowed to charge for an extended warranty if it was added into your basket as a result of a pre-ticked box.


If a company does charge you in this way, you are entitled to your money back. 


Delivery of goods


The Consumer Rights Act, which came into force on 1 October 2015, says the retailer is responsible for the condition of the goods until the goods are received by you, or by someone else you have nominated to receive them on your behalf such as a neighbour.


This means that the retailer is liable for the services provided by the couriers it employs - the delivery firm is not liable.


(So good news!  *I* am the one who has to go and argue with Royal Mail and emerge dejected - not you!)


There is a default delivery period of 30 days during which the retailer needs to deliver the goods to you unless a longer period has been agreed.


If your delivery is later than agreed and it was essential that it was delivered on time, then you have the right to cancel the purchase and get a full refund.

If the delivery isn’t time essential but another reasonable delivery time can’t be agreed, you’re also within your right to cancel the order for a full refund.


Returning faulty goods


If you receive faulty goods and wish to return them, the Regulations are in addition to your other legal rights.


So, if your goods are faulty and don’t do what they're supposed to, or don’t match the description given, you have the same consumer rights under the Consumer Rights Act (which replaces the Sale of Goods Act from 1 October 2015) as you have when buying in store.

Any terms and conditions that say you must cover the cost of returning an item wouldn’t apply where the goods being returned are faulty.


So, it goes without saying that I will of course meet all of my legal obligations.  Because  - quite aside from the fact it's a legal requirement - I genuinely want you to be happy with anything you have ordered from me, and would be heartbroken to disappoint.  So please, any worries AT ALL, just email me at, so I can try and resolve any issues encountered.

Privacy Policy

Data Controller

The Glassy Witch

Collected Personal Data

Your name, email address, phone number and address information will be collected as part of any sales, to ensure I am able to send any products ordered.  

Purpose of collecting data

This information is retained for the purposes of ensuring that all sales are fully tracked and auditable, and will NOT be used for any other purpose, such as marketing. That's right - I wont even email you unless it's about an order.  I do not sell your information to anyone. If you have any concerns, please reach out to me at

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