Refund policy

Returns & Refunds

We hope you love your Woodrose Weddings order. If you need to return an item, please read the information below or contact us and we'll be happy to help.

Returns

For eligible non-personalised items purchased online, you have the right to cancel your order within 14 days of receiving it. You then have a further 14 days to return the item to us.

Returned items should be unused and returned in their original condition and packaging. Please take reasonable care of the item while it is in your possession.

To request a return, please contact us before sending your item back. We will provide you with the relevant return instructions.

Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of returning the item.

Personalised Items

Items that have been made to your specification or clearly personalised cannot normally be returned or exchanged simply because you have changed your mind.

This does not affect your rights if an item is faulty, damaged, not as described or otherwise does not meet your statutory rights.

Damaged or Broken Orders

We take great care when packaging our glassware. However, if an item arrives damaged or broken, please contact us as soon as possible and within 30 days of receiving your order.

Please include your order details and clear photographic evidence of the damaged item and packaging so that we can assess the issue.

Where appropriate, we will arrange a replacement at no additional cost. If a replacement is not possible, we will offer an appropriate refund.

Incorrect or Faulty Items

Please contact us as soon as possible if you receive the wrong item or believe an item is faulty so that we can investigate and put things right.

Refunds

Once an eligible return has been received and inspected, we will confirm your refund.

Approved refunds will be made to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

Where you exercise your statutory right to cancel an eligible online order, we will also refund the standard outbound delivery charge. If you selected a more expensive delivery service, any additional delivery cost above our standard delivery charge will not normally be refunded.

Exchanges

We do not currently operate a standard exchange service. If you would like a different item, please contact us about returning the eligible item and place a new order.

Your Statutory Rights

Nothing in this policy affects your statutory rights. Goods must be as described, of satisfactory quality and fit for purpose.

Contact Us

For returns, damages or questions about your order, please contact us through our Contact Us page.

UK law requires online sellers to provide cancellation information, and the rules also cover refunds of standard outbound delivery. Consumer rights relating to faulty goods can't simply be excluded by store policy.