ArtifactArchive / Order support
Returns and refunds
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Something arrived damaged? Send a refund request. A photo helps, but is not required to submit your request.
Our returns policy
We do not offer discretionary change-of-mind returns or exchanges. Where an item is genuinely made to your specifications or clearly personalised, the usual change-of-mind cancellation right does not apply. Simply printing a standard catalogue design after purchase does not by itself make an item personalised.
This policy does not limit your legal rights. Faulty, damaged, incorrectly supplied or misdescribed goods and eligible online cancellations are handled as explained below. Mandatory consumer protections in your country still apply.
Damaged, faulty or incorrect items
If an item arrives damaged or is faulty, not as described or incorrectly supplied, contact us using the form below. Include your order reference if available, the affected item and a description of the problem. A photo of the item and packaging can help, but you can submit without one. We may ask for reasonable further information to assess the problem.
Under UK consumer law, you will normally have a short-term right to reject qualifying faulty goods for a refund within 30 days of delivery. After that, repair, replacement, price reduction or a refund may be available depending on the circumstances. Personalised items retain these rights. Reporting a problem promptly helps us resolve it; our supplier's reporting deadlines do not replace your statutory rights.
Please contact us before posting an item so we can provide the correct return instructions. Do not send it to a manufacturer or print provider without instructions. This does not make our approval a condition of exercising your legal rights. Where a return is required for a fault or our error, we cover reasonable return costs. We may resolve some damage claims without asking you to return the item.
Refunds are made to the original payment method unless you expressly agree otherwise, without a refund fee. For a UK short-term rejection, we refund without undue delay and within 14 days of agreeing that you are entitled to a refund. Your payment provider may take additional time to display the credit.
Eligible online cancellations
For standard, non-personalised goods bought online, UK customers can normally cancel without giving a reason up to 14 days after delivery. For goods from one order delivered separately, the period normally runs from receipt of the last item. You can also notify us before delivery. Send a clear cancellation notice through this form or using the business contact details in our terms. You do not have to use this form.
After notifying us, return eligible goods within a further 14 days. You pay the direct return postage for a change-of-mind cancellation. We refund the item price and the basic outbound delivery cost where legally required, within 14 days of receiving the goods back or evidence of return, whichever is earlier. We may withhold reimbursement until then. We may reduce the refund for loss in value caused by handling beyond what would be permitted in a shop.
You can use this cancellation wording, but do not have to: “I give notice that I cancel my contract for the following goods: [goods]. Ordered on: [date]. Received on: [date]. Order reference: [reference, if known]. Consumer name and address: [details]. Date: [date].” A signature is needed only if sending it on paper.
Missing deliveries and complaints
If your order has not arrived or you have another complaint, use the same form and tell us what happened. We remain responsible for resolving your order issue, even when production or delivery is carried out by a partner. If we cannot resolve a complaint, we will explain our position and any applicable next steps.