Refund policy

Last updated: October 2026

We want you to love every piece from Pinkwell House. If something isn’t quite right, here’s how returns work.

How our returns work

Pinkwell House brings together pieces from independent UK designers and brands. Each order is dispatched directly by the designer or brand who made it, and all returns are handled directly by that designer or brand.

Their contact details and return address are included on the delivery note in your parcel and in your dispatch confirmation email. Please contact them directly to arrange a return. Once they’ve received and checked your item, they’ll let us know, and Pinkwell House will issue your refund.

If you ordered from more than one designer, each one handles the returns for their own pieces.

Changed your mind?

You can cancel your order for any reason within 14 days of the day you receive it. To do so, contact the designer or brand directly, quoting your Pinkwell House order number.

Once you’ve told them, you have a further 14 days to send the items back to the return address they provide.

Items should be returned unused and unworn, with tags attached and in their original packaging where possible. Your refund may be reduced if an item has been used or handled more than needed to check it.

Unless your item is faulty or incorrect, return postage is your responsibility. We recommend a tracked service, as items lost on their way back can’t be refunded. For large items such as furniture, the designer will arrange a collection and confirm the cost with you before it’s booked.

Items that can’t be returned

Unless they’re faulty, the following can’t be returned:

  • pieces personalised or made to order for you
  • beauty, skincare, fragrance and bath products once their seal has been broken
  • lingerie, swimwear and earrings, for hygiene reasons, once unsealed or worn
  • fresh flowers and plants
  • gift cards

This will always be made clear on the product page.

Faulty, damaged or incorrect items

Please check your order when it arrives. If anything is faulty, damaged or not what you ordered, contact the designer or brand directly with your order number and a photo, ideally within 48 hours of delivery. They’ll arrange a replacement, repair or return, and any refund, including return postage, will be issued by Pinkwell House. This doesn’t affect your legal rights under the Consumer Rights Act 2015.

Exchanges

To exchange an item, please return the original to the designer or brand for a refund, then place a new order for the piece you’d prefer.

Refunds

Refunds are issued by Pinkwell House to your original payment method, within 14 days of the designer or brand receiving your item, or proof that you’ve sent it back. We’ll email you when your refund has been processed.

For cancellations within 14 days, the refund includes the item price and the cost of standard delivery. If you chose a faster delivery option, only the standard delivery amount is refunded. Your bank may take a few extra days to show the refund.

Need help?

If you can’t reach the designer or brand, or your return or refund isn’t going as it should, email us at hello@pinkwellhouse.co.uk and we’ll step in to help.

This policy doesn’t affect your statutory rights as a consumer.