Returns & Refunds
If you have recieved your order but changed your mind about it then you may return the item to us for a refund.
A Return can be posted back to us within 14 days (this includes weekends). If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item does not meet these requirements your request for a refund will be declined.
Please note - If items are to be returned due to a change of mind the customer is responsible for the return postage fees. The original shipping fee will also not be refunded.
If you are shipping an item over £20, we recommend that you use a tracked shipping service with suitable insurance. We do not take responsibility for items that we do not receive.
Personalised items - Unfortunately we cannot offer a refund for any personalised items unless they are faulty or damaged as they are personally made for each individual customer.
Sale items - Please note that sale items are non refundable unless they are damaged or faulty. If you wish to return a sale item you will receive an online voucher code to use on the website instead and will have to be used within 6 months.
Partial refunds - There may be certain occasions where only partial refunds are granted. This will be if the item has since been damaged further or is in worse condition as to when you provided a photo to us.
If you are unsure which items can and cannot be refunded, please feel free to email us and ask.
How to return an item
Please do not send us a return without notifying us first.
To issue a return please send an email to email@example.com
Please include the below details in your email.
Reason for return
Once we have replied to approve your returns request you can post the item back to us, making sure it is in the original packaging. Please also make sure you get a proof of postage receipt.
Once we have received your return we will send you an email notification. We will then process your refund, and a credit will be applied to your original method of payment within 14 days. Please note that if your refund is being credited onto a bank card it can take 3-5 days to be processed and show up on your account.
Damaged or faulty goods
Here at Derived Home Decor we do our best to carefully pack each order before posting. However sometimes due to situations beyond our control during the shipping process items can sometimes get damaged.
In the unlikely event that you receive a damaged or faulty item please send us an email within 5 working days of delivery. If we do not receive an email within this time frame we will not be able to refund the item.
Make sure to include the details below in your email;
Fault with the item
Photo of the faulty product
Please note - If you do not include photographic evidence we may need to ask you to send one, which could result in your issue taking longer to resolve.
When we receive your refund request we will send you a prepaid returns label to cover the shipping costs.
We will let you know via email once we receive the returned item. We will then look into it and get back to you within 7 working days to let you know if the return has been accepted. We will then issue you a full refund, including the initial shipping cost, to your original method of payment.
Please note - If your refund is issued onto your bank card please allow 3-5 days for it to process and show up in your account.
Can't see your refund?
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us and we can look into it.