Return & Refund Policy

Every anornament piece is carved, painted and packed by us in England, and we want you to be happy with what arrives. If something isn't right, get in touch and we'll sort it out with you.

Because our personalised pieces are produced individually for each customer, they work a little differently from our ready-made ones. Here's how both work.

Ready-made pieces

If you've changed your mind, let us know within 14 days of your order arriving and we'll arrange the return. You'll then have another 14 days to post it back to us.

We just ask that it comes back unused and in its original packaging, with your order number included. Return postage for a change of mind is at your own cost, and we'd recommend a tracked service, as we can't be responsible for parcels that go missing on the way back.

Ready-made pieces are our figurines, brooches, spoons, coasters, and any ornament or keychain bought without a name or custom design.

Personalised pieces

Each personalised piece is carved and painted to your specification, which means it can't be resold or remade for anyone else. For that reason, personalised pieces can't be returned or refunded if you simply change your mind.

Do take a moment over your spelling and details before you order. You'll be asked to confirm them at checkout, and we'll email you a written confirmation of exactly what we're about to make before work begins. Once you've approved that, we start carving.

If a personalised piece arrives damaged, faulty, or not matching what you approved, that's a different matter entirely and it's covered below.

If something arrives damaged or isn't right

Email us within 30 days of delivery at customerservice@anornament.com with:

  • your order number
  • a short note on what's wrong
  • clear photos of the piece
  • a photo of the outer packaging and courier label, if it looks like transit damage

We'll take a look and come back to you within a couple of working days with how we'd like to put it right. Usually that means carving you a replacement, or refunding you where a replacement isn't practical.

With smaller pieces we often won't need the original back at all. If the photos show the problem clearly, we'll simply sort out a replacement or refund and ask you to keep or recycle it. Where we do need something sent back, we'll agree the return and the postage with you at the time, and we'll give you the address then.

If something goes wrong further down the line, still get in touch. We'd rather hear about it.

If your parcel hasn't arrived

Let us know and we'll open an investigation with the courier. We may ask you to confirm in writing that nothing arrived, as couriers require this before they'll look into a claim.

Once that's settled, we'll either send the order again or refund it, depending on what suits you best.

How refunds work

Once a return is agreed and, where needed, received and checked, we'll email you to confirm. Refunds go back to your original payment method within 5 working days, though your bank may take a little longer to show it.

For change-of-mind returns we refund the price of the piece and the standard delivery cost. If you chose an upgraded delivery service, we refund the standard rate.

If it's been more than 10 working days since we confirmed a refund and you haven't seen it, do chase us.

Exchanges

The simplest route is to return your original and place a new order. If you'd rather swap directly, email us and we'll see what's possible, though it depends on what's in stock at the time.

A few things worth knowing

Gift cards can't be refunded.

We may not be able to offer a refund or replacement where a piece shows signs of misuse, alteration, or damage that didn't happen with us or in transit.

Our pieces are carved from natural linden wood and painted by hand, so no two are quite identical. Differences in grain, knots, brushwork, tone and exact dimensions are part of the work rather than a fault, and our photographs show representative examples rather than the specific piece you'll receive.

customerservice@anornament.com

We usually reply within 2 working days.

anornament, made in England.