Returns & Refunds Policy

Last updated: October 29, 2026

Our Commitment to Craftsmanship

Every piece in our collection is thoughtfully handmade and hand-painted, produced in limited quantities with exceptional attention to detail.

As each creation is individually crafted, slight variations in colour, brushstrokes, patterns, and finishes are a natural characteristic of handmade artistry. These subtle differences are part of what makes each piece unique and are not considered manufacturing defects.

Before dispatch, every item undergoes a careful quality inspection to ensure it meets our standards and is in excellent condition. Each order is then carefully packaged to protect it during transit.

Returns & Exchanges

Due to the delicate, handcrafted nature of our creations and their limited availability, all purchases are intended to be final, and we do not ordinarily offer discretionary returns or exchanges for changes of mind.

Returns or refunds may be accepted where an item arrives damaged, defective, incorrect, or materially different from its description, or where otherwise required by applicable consumer protection laws.

For products eligible for a statutory return, the applicable legal conditions and timeframes will be respected.

Custom-made and personalised pieces are not eligible for change-of-mind returns, except where required by law.

Damages During Shipping

We take great care to inspect and securely package every creation before it leaves our care.

However, we understand that unexpected circumstances may occur during transportation.

If your order arrives damaged, please contact us as soon as possible after delivery at somethinglovely@hs.com.

To help us investigate and process your request, please provide:

• Your order number.

• Clear photographs of the damaged item, showing the affected areas.

• Photographs of the exterior shipping box, including any visible damage.

• Photographs of the internal protective packaging.

• A photograph of the shipping label attached to the parcel.

Please retain the original shipping box and all packaging materials until your claim has been reviewed, as they may be required for an investigation with the shipping carrier.

All damage reports will be carefully reviewed, and we may request additional information where necessary.

Handmade Characteristics

Please note that our pieces are individually handmade and hand-painted rather than mass-produced.

Minor variations in colour, texture, painted details, proportions, and finishing are inherent to the artisanal process and contribute to the individuality of each creation.

Such natural variations are not considered defects, provided the product otherwise conforms to its description and agreed specifications.

Replacements & Availability

As our collections are produced in limited quantities, we cannot guarantee that an identical replacement will be available.

Where a replacement is appropriate and the original piece is no longer available, we will discuss the available options with you, including a refund or another suitable resolution in accordance with applicable law.

Refunds

Where a return is required or approved, we will provide instructions regarding the next steps.

If a return is requested, the item must be securely packaged to prevent additional damage during transportation.

Once the relevant information has been reviewed and, where applicable, the returned item has been inspected, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Any applicable statutory rights relating to defective, damaged, incorrectly supplied, or non-conforming goods remain unaffected by this policy.

Contact Us

For any questions regarding your order, delivery concerns, damaged items, or return eligibility, please contact us at:

somethinglovely@hs.com

We appreciate your understanding of the time, care, and craftsmanship behind every creation.