Handcrafted decorations, gifts & cards

Refund and returns policy

We hope you are happy with your purchase from www.onceinawhile.co.uk and everything is in order. However, we understand that at times this is not always the case.

If you require an exchange or refund then please read the information below for the correct process.

Our refund and returns policy lasts 14 days from the day of receipt of your product/s. If 14 days have passed, we apologise but we cannot offer you a full 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.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

We would advise orders that are being returned, to be done so using a guaranteed or signed for service – parcels do and can get both lost and damaged in transit.

Non-returnable items:

- Gift cards

- Personalised products (unless faulty or not as ordered)

To complete your return, we require a receipt or proof of purchase. This should have been emailed to you at the time of placing the order (this tells us your order number, payment details, name and contact details).

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. A notification will be emailed to you.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@onceinawhile.co.uk and we'll inform you of the address to return your product to.

Shipping returns

To return your product, please request postal address via email from info@onceinawhile.co.uk

You may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.