Refund policy

Returns & Refunds Policy

We really hope you love your order, but if something isn’t quite right, we’re here to help.

Returns

You have 14 days from the day you receive your order to request a return.

To be eligible for a return:

  • Your item must be unused and in its original packaging

  • You must include proof of purchase

  • You must request a return before sending anything back

How to start a return:

Email us at hello@thewoodandwondercompany.co.uk with your order number and reason for return.

Once your return is approved, we will send you the return instructions and confirm the return address.

Return Address:
The Wood & Wonder Co.
28 Cairnsmore Avenue
Preston
PR1 4UN
United Kingdom

Please do not send items back without contacting us first, as they cannot be accepted.

Return Shipping Costs

  • Customers are responsible for the cost of return shipping, unless the item arrives damaged, faulty, or incorrect.

  • We recommend using a tracked service, as we cannot refund items lost in transit.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged or isn’t what you ordered, please contact us within 48 hours of delivery at hello@thewoodandwondercompany.co.uk with photos.

We will arrange a replacement or refund at no cost to you.

Non-Returnable Items

Because many of our products are personalised or made to order, these items cannot be returned unless they arrive damaged or faulty.

We also do not accept returns on:

  • Custom or personalised products

  • Sale items

  • Gift cards

If you are unsure whether your item qualifies, please email us — we’re always happy to help.

Exchanges

If you’d like a different item, the fastest option is to place a new order once your return has been approved and processed.

EU Customers — 14-Day Cooling-Off Period

If your order is shipped within the EU, you have the right to cancel or return your order within 14 days for any reason.
The item must be unused, in its original packaging, and include proof of purchase.
Custom or personalised items are excluded.

Refunds

Once your return is received and inspected, we will let you know if your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days.

Please allow additional time for your bank or card provider to complete the transaction.

If 15 business days have passed since your refund was confirmed and the funds have not arrived, please contact us at hello@thewoodandwondercompany.co.uk