Refund policy

Refund Policy

We want you to love your Thicket & Thimble creation. If something isn't quite right, we're here to help.

Your Statutory Rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015. If a product is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund regardless of the terms below.

Our Returns Policy

You have 14 days after receiving your order to request a return. To be eligible:

• The item must be in the condition you received it — unused, with tags attached, and in its original packaging
• You'll need your receipt or proof of purchase

To start a return, email us at hello@thicketandthimble.com or use our contact form. If your return is accepted, we'll send you instructions on where to send your package.

Please do not send items back without requesting a return first — we may not be able to process unrequested returns.

Return Shipping

The cost of return shipping is the responsibility of the buyer. For international returns, any customs charges incurred during the return are also the buyer's responsibility.

Items That Cannot Be Returned

• Custom or personalised items (such as bespoke commissions or monogrammed pieces)
• Sale items
• Gift cards

A Note on Heirloom Dolls

Our Heirloom dolls are handcrafted decorative art pieces. Due to the handmade nature of these dolls, slight variations in colour, materials, and finish are inherent to each piece and are not considered defects. If you have any concerns about your doll, please contact us and we'll do our best to help.

Damaged or Incorrect Items

Please inspect your order when it arrives. If anything is damaged, defective, or incorrect, contact us straight away so we can put it right. We may ask for photographs to help assess the issue.

Exchanges

We don't offer direct exchanges. The quickest way to get the item you'd like is to return your original purchase and place a new order.

Refund Process

Once we receive and inspect your return, we'll let you know whether your refund has been approved. Approved refunds are processed to your original payment method. Please allow a few working days for your bank or card provider to complete the transaction.