Refund policy
Returns & Refunds
Every order from The Orchid Cabinet is thoughtfully created with care. As many of our products are personalised especially for you, our returns policy differs slightly from that of standard retail items. We’ve outlined everything below so you know exactly what to expect before placing your order.
Returns
We gladly accept returns for non-personalised items.
If you’d like to return an eligible item, please contact us within 14 days of receiving your order.
To qualify for a return, your item must be:
- unused and in its original condition
- returned in its original packaging where possible
- accompanied by proof of purchase
To begin a return, please email us at:
Returns should only be sent after your request has been approved. We’ll provide the return address along with instructions for returning your item.
Please note that items returned without prior authorisation cannot be accepted.
Personalised Items
Every personalised piece is individually created especially for you.
For this reason, personalised items cannot be returned or exchanged simply because you change your mind or have entered incorrect personalisation details.
However, if your order arrives:
- damaged
- faulty
- or incorrect due to our error
we’ll always make things right.
Damaged or Incorrect Orders
Please inspect your order as soon as it arrives.
If there are any issues, contact us within 48 hours of delivery and include:
- photographs of the item
- photographs of the packaging
- photographs of the shipping label (where applicable)
We’ll review your request promptly and arrange a replacement or refund where appropriate.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible. I f your order has not yet been dispatched, we'll do our best to cancel it for you.
Personalised or custom-made items cannot usually be cancelled once production has begun.
This does not affect your statutory cancellation or return rights for eligible non-personalised goods.
Non-Returnable Items
The following items cannot be returned:
- personalised or custom-made products
- gift cards
- sale or clearance items
If you’re unsure whether your purchase is eligible for return, please don’t hesitate to contact us before placing your order.
Exchanges
If you’d like a different item, the quickest option is to return an eligible product once authorised and place a new order.
Unfortunately we cannot exchange personalised products unless they are faulty or incorrect.
European Union Customers
For orders delivered within the European Union, customers have the right to cancel or return eligible purchases within 14 days under applicable consumer legislation.
This right does not apply to personalised or custom-made products that have been created specifically for you.
Refunds
Once your return has been received and inspected, we’ll let you know whether your refund has been approved.
Approved refunds are issued to your original payment method within 10 business days.
Please note that banks and card providers may require additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Nothing within this policy affects your statutory rights under UK consumer law.