Returns & Refund Policy

Do you accept returns?

We are happy to accept returns of new & unused items within 30 days of the original date of dispatch. Please see our full returns policy below for all details.

How do I return my item?

Please email your Returns Request to returns@minionsofcraft.co.uk, prior to returning any items to us. 
Once we've received your email, we will provide our Returns details and instructions on what is needed to be included with your return.

Please read our full returns policy below, to check your order meets the necessary requirements. 

Our Returns Policy

The below details sets out the returns policy for goods or services purchased through our online store. For orders placed in person please contact us directly.

    • To be eligible for a return, your item must have been purchased within the last 30 days and be unused and in the same condition that you received it. It must also be in the original packaging. Eg. Gripseal Bag, Ribbon Card, Manufacturers packaging.
    • Some types of goods are exempt from being returned, these include but are not limited too Free items, Perishable goods and Personalised/Custom items.
    • Other types of services are also exempt from being returned/refunded, these include but are not limited too, downloadable content, Gift Cards, Gift Wrapping as well as membership & subscription services. Membership & Subscription services may have their own return/refund policy, please see associated Terms & Conditions for details.
    • We do not cover the costs of returning items. Please ensure correct postage is paid as any costs incurred by us to retrieve your items will be deducted from any monies due. We would advise obtaining proof of postage as we do not cover the loss or damage of any items when being returned.
    • Our standard returns policy entitles you to a full refund of the purchase price of the returned goods or services. When returning an order in full this will also include that of the basic economy postage charges that would have applied to your order. When postage upgrades including but not limited to Standard delivery, Express Delivery & Saturday Delivery, have been purchased, any refund will only be up to that of the basic economy postage charge that would have applied to your order.
    • When returning partial orders that had originally met our Free postage price points & the resulting kept items do not, any refund will be provided less that of the basic postage charge that would have applied to your order.
    • Where you would like to return a physical product you have have purchased, please contact us before returning the items. At this point we will provide our returns details. Please be aware, returns must be received within 14 days of the date of requesting a return.
    • Once your return has been received, this will be inspected and you will be contacted to confirm whether a refund will be processed or not. Any refund will be credited to the original payment method, this will typically be the same working day but no later than 3 working days.
    • Once a refund has been processed, please allow up to 10 days for funds to show within your account. If after this time you are yet to receive your refund please contact your bank or card issuer to check the status of this refund.
    • If an item was purchased with any discount applicable, then we will only refund the amount that you paid and not the price the item is listed for.
    • If an item was purchased in full or in part using reward points, any refund will reflect that of the payment method used whereby reward points will be provided totalling that of the reward points originally spent.

Faulty or Damaged Goods Policy

The below details sets out the process & policy for faulty/damaged goods purchased through our online store. For orders placed in person please contact us directly.

    • If an item has been delivered damaged please contact us via email within 7 days of receipt of your order providing a brief description of the damage of the goods and packaging along with images of the mentioned damage. Please include your order number in the email.
    • If an item has arrived faulty or a fault has occurred within the first 30 days of receipt of your order, please contact us via email providing a short description of the fault along with any supporting images where applicable. Please include your order number in the email
    • In the event any damaged/faulty items are required to be returned, we may provide a returns label or provide compensation up to the value of basic economy postage that would apply to the size item.
    • Refunds/exchanges for damaged/faulty goods will be provided upon agreement that damage/faults have occurred. In the event items are requested to be returned, any refund/exchange may be pending further checking of the item once received.
    • In the event a returned item is found to not be faulty/damaged no refund/exchange will be provided. In this event we will not cover the cost of returning the item.
    • Where by a refund is to be processed, please see our above returns policy for estimated time frame for this.

Incorrect or Incomplete Orders Policy

The below details sets out the process & policy for orders that have arrived with incorrect items or with items missing.

    • If an order has arrived with incorrect or missing items, please check your order details & included invoice to ensure details are correct and no knowledge of this has been provided. If items have been unavailable or are to follow on later, we will contact you via email and include notes within your order & invoice.
    • If no information is provided of any incorrect or missing items, please contact us via email providing your order number and details of the items.
    • Once notified, we will check your order details and where an error has occurred we will aim to rectify this to your satisfaction as quickly as possible.
    • Where replacement items are to be dispatched, we will aim to dispatch these within 1-2 working days where possible. Any delays further than this will be notified via email.
    • Where refunds are required please see our returns policy for estimated time frames on refunds.
    • If in the event an incorrect item is required to be returned we will provide a postage label for this.

Order Not Received Policy

The below details set out the process & policy for orders that haven't been received for our UK customers.

    • Estimated delivery times are not guaranteed service times and orders can take longer to be received.
    • For Economy & Standard postage options, please allow 14 days from the date of dispatch for your order to be received. If after this time you are yet to receive your order please contact us providing your order number.
    • For Express & Saturday Delivery options, please allow the full day on the estimated delivery date for your order to be received. If after this time you are yet to receive your order please contact us providing your order number.
    • All our domestic postage options provide a confirmation of delivery to us, with Express, Saturday & Courier Delivery options providing a full journey tracking.
    • Once we are notified of a non delivery on items after the time frames mentioned, order details will be checked to ascertain package location.
    • If an item cannot be located after the above time frames, this will be deemed missing and a suitable resolution of a refund/replacement will be provided.
    • If an item is stated to be delivered and the subsequent checks are unable to locate the items, this will be passed on to the appropriate delivery service to investigate. Any action to be taken will only be processed upon the result of an unsuccessful investigation. An unsuccessful investigation is defined as an item being identified as undelivered or incorrectly delivered.
    • If an item is stated to be in transit without any further updates, we will request the appropriate delivery service investigate. Any action to be taken will only be processed upon the result of an unsuccessful investigation. An unsuccessful investigation is defined as an item being considered missing.
    • Guaranteed delivery services that are delayed will receive a postage refund upon completed delivery. We must be notified by the customer in order for this to be process. This excludes delays that have occurred due to incorrect delivery information being provided or nobody being available to receive the package at the time of delivery. Please be aware, delivery guarantees may be revoked by the delivery service at any time and no refund will be given during these occasions.


 International Customer Policy

The below details set out the process & policy for orders that haven't been received for International customers.

    • Estimated delivery times are not guaranteed services times and orders can take longer to be received.
    • For all international services, please allow up to 28 days from the date of dispatch for your order to be received. If after this time you are yet to receive your order please contact us providing your order number.
    • Where international postage options state tracked, full in transit tracking is provided where possible. Tracking details will be sent via the chosen courier, should these note be received they may be requested by contacting us directly via email, our contact us form or live chat.
    • Once we are notified of a non delivery on items after the time frames mentioned, order details will be checked to ascertain package location.
    • If an item cannot be located after the above time frames, this will be deemed missing and a suitable resolution of a refund/replacement will be provided where necessary.
    • If an item is stated to be delivered and the subsequent checks are unable to locate the items, this will be passed on to the appropriate delivery service to investigate. Any action to be taken will only be processed upon the result of an unsuccessful investigation. An unsuccessful investigation is defined as an item being identified as undelivered or incorrectly delivered.
    • If an item is stated to be in transit without any further updates, we will request the appropriate delivery service investigate. Any action to be taken will only be processed upon the result of an unsuccessful investigation. An unsuccessful investigation is defined as an item being considered missing.
    • If an item is stated to be with the recipients local customs agency, no further action will be taken by us until the item has been released. Release of an item will typically be provided once the appropriate customs fees/duties are paid by the recipient. As detailed within our postage & delivery policies & Terms and conditions, all of which can be found on this web store, we do not cover the costs of any fees/duties owed on items due for delivery. 
    • Any items returned to us due to non collection/non payment of duties owed will not be liable for a refund on postage costs. Any refund provided will be for goods returned only.

If you have any questions regarding any of the above policies or other processes & procedures not outlined above, please contact us directly at sales@minionsofcraft.co.uk