Returns & Refunds
Return and Refunds
We hope you’ll love your order. However, if you are not completely satisfied, you may request a return within 14 days of receiving your order. This does not affect your statutory rights.
Returns must be requested by contacting us at hello@anautumnberry.com within 14 days of receiving your order.
Requests made after this period may not be accepted.
How to Request a Return
To request a return, please email hello@anautumnberry.com within 14 days of receiving your order and include:
• Your order number
• The reason for return
• Photos if the item is faulty or damaged
We will review your request and provide return instructions if your return is approved.
Items must not be returned without prior approval.
If your return is approved due to a change of mind, you will be responsible for arranging and paying for return shipping.
Original delivery charges are non-refundable unless required by UK consumer law.
Return Conditions
Items must be:
• Unused
• In perfect condition
• In their original packaging
• Securely packaged to ensure safe return transit
We reserve the right to refuse a refund if items are returned used, damaged, or not in their original condition.
Return Shipping
If you are returning an item because you have changed your mind, return shipping costs are the responsibility of the customer.
We strongly recommend using a tracked or insured service, as we cannot accept responsibility for items lost or damaged during return transit.
If the item is faulty, damaged, or incorrect, we will cover reasonable return postage costs.
For international returns, the return method must be agreed with us in advance to ensure appropriate and proportionate shipping costs.
We are not responsible for customs duties, taxes, or additional charges incurred on international returns.
Refunds
Once your return has been received and inspected, you will be notified whether your refund has been approved.
If approved, refunds will be issued to the original payment method.
Please allow 3–10 working days for the refund to appear, depending on your bank or card provider.
Damaged, Faulty or Incorrect Items
Please inspect your order upon arrival.
If an item arrives damaged, defective, or incorrect, please contact hello@anautumnberry.com within 24 hours of delivery.
To process a replacement or refund, we require:
• Clear photos of the item
• Clear photos of the outer packaging
For fragile items such as glass candle holders, a return may not be required if photographic evidence clearly shows the damage.
For international orders, we will assess the most appropriate resolution based on the value and nature of the item. In some cases, particularly for fragile or lower-value items, a refund or replacement may be issued without requiring the item to be returned.
If a return is required, the return method must be agreed with us in advance.
Reports made after 24 hours may not qualify for a refund or replacement.
Non-Returnable Items
The following items cannot be returned:
• Perishable goods (including dried flowers and dried wreaths)
• Custom or bespoke products (including personalised or special orders)
• Handmade items
Order Cancellations
If you need to cancel your order, please contact us at hello@anautumnberry.com within 1 hour of placing your order.
If your order has already been dispatched, cancellation will no longer be possible. However, you may return the item once it has been delivered in accordance with our return policy.
Order Amendments
If you need to amend your order (e.g., delivery address or gift message), please contact us as soon as possible.
Changes must be requested before dispatch and cannot be guaranteed once the order has shipped.
Any changes may affect the total price, which will be confirmed before acceptance.