Returns & Refunds

Last updated 22 October 2026

We want you to love your piece. If it isn't right, here's how returns and refunds work. None of this affects your legal rights as a customer.

Changed your mind?

You can return any piece from the shop within 14 days of receiving it, for any reason. Tell us within those 14 days, then send it back within 14 days of telling us.

• Please send it back unused, in its original condition and packaging. You're welcome to look at it as you would in a shop, but if it has been used or damaged we may take that off the refund.
• Return postage is paid by you. We recommend a tracked service, as the piece is your responsibility until it reaches us.
• If you collected your order from our studio, you can bring it back to the studio instead. Just email us first to arrange a time.

How to start a return

Email [email protected] or use our contact page with your order number and the pieces you're returning. You don't need to give a reason, though we're always glad to hear it. We'll reply with where to send it.

Your refund

We refund the price of the piece and your original delivery charge (up to the cost of standard delivery) within 14 days of receiving it back, or of you showing us proof of postage if that comes first. If you return only part of an order, we refund the pieces you return. The money goes back to the card you paid with, and your bank may take a few more days to show it.

Custom and made-to-order pieces

Pieces made to your own design, size or colours can't be returned if you change your mind, because we can't resell them. They're still covered if they arrive faulty or damaged.

Faulty or damaged pieces

If your piece arrives damaged, or isn't what you ordered, please let us know as soon as you can, ideally with a photo. Within 30 days of delivery you can choose a full refund. After that, we'll repair or replace it, or refund you if that isn't possible. We pay the return postage for faulty or damaged pieces.

Macramé classes

• More than 7 days before the class: cancel for a full refund, or move your booking to another date free of charge.
• Within 7 days of the class: you can still move your booking to another date free of charge, right up until the class starts, but it can no longer be cancelled or refunded.
• If you move a booking within 7 days of the class, or to a date less than 7 days away, the new booking can no longer be cancelled.

If we ever have to cancel a class, we refund you in full automatically, or move you to another date if you prefer.

Gift vouchers

• Unused vouchers can be refunded in full within 14 days of purchase. Just get in touch.
• Vouchers are valid for 12 months and can't be exchanged for cash.
• If you cancel a class booked with a voucher more than 7 days before the class, the voucher becomes valid again instead of a refund.

Full voucher terms are on our gift vouchers page.