RETURNS POLICY

Please Review Your Order Carefully

You have 24 hours from the time of purchase to make any adjustments to your order, including changes to size, colour, and preferences. After this period, the order will be sent to print, and no further changes can be made.

Please check the address is correct!

If your address is not correct please contact us ASAP. We’ll update the address for you, providing it’s not too late for us to make these changes. We cannot offer free replacements for orders not received due to an incorrect address.

Custom-Made Product Policy (Non-Returnable)

As our products are custom-made to order (Bespoke Orders) By confirming your order, you expressly agree that the order is non-refundable and cannot be modified once production has commenced. This includes but is not limited to the product details, shipping method, and both delivery and return addresses. Your acceptance of these terms acknowledges the custom nature of your order, exempting it from the typical cancellation rights under UK consumer law due to its bespoke commission status. Returns and exchanges are not accepted for reasons such as wrong size, colour, or change of mind after the 24-hour adjustment period. Please take time to thoroughly check your order for accuracy before finalising your purchase.

Faulty or Incorrect Items

In the rare event that your item arrives damaged or there is a manufacturing error, please contact us within 14 days of receiving your order. In compliance with the Consumer Rights Act 2015 We will work with you to resolve the issue promptly, whether that involves arranging for a replacement or issuing a refund.

Your satisfaction is our top priority, and we're committed to ensuring that you have a positive experience shopping with us. Thank you for choosing The Enchanted Horse.

What to Do If Your Item Is Damaged or Misprinted:

Contact Us: If your item arrives damaged or is misprinted, please contact our customer service team as soon as possible. You can reach us by email.
Provide Details: When contacting us, please provide details about the issue, including your order number and a description of the damage or misprint.
Take Photos: If the parcel appears damaged upon delivery, the product may not be damaged but it's important to take photos of the external packaging before opening. This is crucial for any potential refund or replacement, as these photos will be passed to the delivery company. Additionally, please take clear photos of the damaged or misprinted item itself, capturing any visible defects or issues.
Submit Photos: Send the photos to our customer service team along with your initial contact. This will allow us to better understand the nature and extent of the problem.
Await Instructions: Once we receive your message and photos, our team will review the information and provide further instructions on how to proceed within 7 days. This may include returning the item or providing additional documentation.
Resolution: Depending on the nature of the issue, we will work with you to find a suitable resolution. This may involve sending a replacement item, issuing a refund, or offering store credit.
Return Process: If returning the item is necessary, we will provide instructions on how to do so. Please follow these instructions carefully to ensure a smooth and efficient return process.
Keep Communication Open: Throughout the resolution process, we will keep you informed of any updates or developments. We encourage you to keep communication channels open and reach out to us with any questions or concerns.
Feedback: Your feedback is important to us. Once the issue has been resolved, we would appreciate hearing about your experience and any suggestions for improvement.