Return Policy

We consider returns up to a maximum of 30 days following the date of purchase. If more than 30 days have gone by since your purchase, unfortunately we are not able to 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.

Before returning your item, you must first contact us and confirm with us that your item is eligible for refund or exchange. please email us at

Several types of goods are exempt from being returned, including but not limited to:

  • Gift cards;
  • Personalised items;
  • Commission pieces or items made to order.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where partial or no refund may be granted:

  • Items with obvious signs of use;
  • Any item not in its original condition, or which is damaged or missing parts for reasons not due to our error;
  • Any item that is returned more than 30 days after purchase.

At our sole discretion we may offer you a store credit (exchange) in lieu of a refund.


Before you return your item, if possible we will inspect the item remotely by means of photography or video-conference.

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 10 days.

Late or missing refunds

If you haven’t received a refund within 10 days of approval, first check your credit card statement (or original method of payment).

Next, contact your credit card company or bank directly. It often takes some time before refunds are officially posted.

If you have done all of this and you have still not received your refund, please contact us at

Sale items

Only items purchased at normal pricing may be returned or refunded. Items purchased at sale pricing may not be returned, exchanged or refunded.


We only replace items if they are defective or damaged. To arrange an exchange, first contact us at and we will help you with the exchange process.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, who will then be aware of your return.


To return your item, you should mail it to: Prama House, 267 Banbury Road, Oxford OX2 7HT, United Kingdom.

It is very important that you use the original (or equivalent) packaging to return your item, and that you package it as we originally shipped it to you, in order to minimise the risk of loss or damage.

Shipping costs are non-refundable. If we agree to a refund or exchange, you will receive the full or partial value of the refunded item, but not the shipping costs.

You are responsible for paying the cost of shipping to return your item. If you are shipping an item to us that is worth more than GBP 50.00, you should use a trackable shipping service and purchase shipping insurance. We cannot guarantee that we will receive your returned item, and we do not accept any liability for loss of items during shipping.

If you receive a store credit, gift certificate or exchange item(s), you will be liable for the cost for us to ship the new item(s) to you.