Refund Policy
Last updated 11 August 2026
This policy explains when and how we refund online shop orders. Please read it with our Return Policy and Terms of Sale.
1. When you’ll get a refund
- You cancelled within the 14-day period and returned the item unused and unopened.
- Your item arrived faulty, damaged or not as described.
- We cancelled or couldn’t fulfil your order (for example an item was unavailable or there was a pricing error).
2. How refunds are paid
Refunds go back to the original payment method through our payment provider, Stripe. We can’t refund to a different card or account.
3. How long it takes
We process refunds within 14 days of receiving your returned item (or, for cancellations before dispatch, within 14 days of your request). Your bank may then take a few more working days to show it.
4. Delivery charges
- If you cancel a whole order under your 14-day right, we refund the item price plus the standard delivery you paid to receive it.
- The cost of sending an item back to us is yours, unless the item was faulty or we made a mistake.
- For faulty or incorrect items we refund the full amount, including original and return postage.
5. Add-ons
The optional cream gel + charms add-on (£5 on eligible kits, such as the Sanrio set) is refunded together with the kit it was added to.
6. Partial refunds
We may make a partial refund if a returned item is handled more than needed to check it, or comes back with parts or packaging missing.
7. What isn’t refundable
Opened or part-used kits, personalised or made-to-order pieces, and decorated in-café pottery are not refundable unless faulty. This never affects your legal rights.
8. Contact
Questions about a refund? Email oopstay25@gmail.com.