Refund & Return Policy

Can I return my order?

We always want you to have the happiest experience with our little wooden companions.

• Figures:

We accept returns and refunds for Figure products within 14 days of the delivery date, as long as the item is unused and in its original packaging.

• Keychains & Ornaments:

Each Keychain and Ornament is handcrafted and personalised with your chosen name — making it truly one of a kind. Please take care before completing your purchase, as personalised items cannot be returned or refunded*.

*We can only accept returns for personalised items if they arrive damaged, faulty, or not as described due to a courier or production issue.

Additional Notes:

Sale items and gift cards are non-returnable and non-refundable.

If your item arrives damaged, please contact us within 7 days of delivery with photos so we can help make it right.

Return and Refund Procedure

As a small and growing creative business, every handmade piece represents hours of dedication and craftsmanship — and every order helps us continue doing what we love.

If your order unfortunately arrives damaged or has a manufacturing fault, please let us know — we’ll make it right.
Here’s how it works:

1. Report within 14 days of the delivery date (as confirmed by courier tracking) by emailing us at anornament@outlook.com with clear photos of the item and packaging.

2. Once your return request is approved, we’ll ask you to send the item back for inspection. We’ll cover or arrange return shipping as appropriate.

3. After receiving the returned item, we’ll review it within 5 working days.

4. If a fault or damage is confirmed, we’ll either:

* Send a free replacement, or

* Issue a full refund for the affected item(s).

Refunds are processed within 3–5 working days after confirmation, though your bank’s processing time may vary.

Please note: We reserve the right to refuse refunds or replacements for items showing signs of misuse, modification, or damage not caused during production or delivery.

How to arrange a return

To arrange a return, please contact us at customerservice@anornament with:

• Your order number,
• A short description of the issue, and
• Photos 
• For Figures: photos of the item (if applicable).
• For personalised Keychains and Ornaments: photos of the courier label and the damaged or faulty item are required.

We’ll provide a return label or arrange a courier collection from your address.
If you live in a remote area where standard courier services are limited, we’ll work with you to agree on an alternative return method.

Please ensure items are securely packaged — we cannot take responsibility for items damaged during return transit due to improper packaging.

Order Loss/ Parcel Not Arrive/ Arrived with missing items

If your parcel has not arrived, arrived incomplete, or appears lost, please contact us at customerservice@anornament

We will ask you to complete a brief non-receipt declaration so we can raise an investigation with the courier.

Once verified, we will:

• Send a replacement order, or
• Issue a refund for the full order or the missing items, depending on the situation.

We truly never want these situations to occur and always aim to resolve them with care and fairness.