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Refund policy

Returns

Once an order has been shipped, we do not offer refunds for change of mind.

However, if a product such as a scrunchie is not suitable for you due to size, we may be able to offer an exchange for another size, subject to the following conditions:

  • The item must be unused, unworn, and in its original condition.
  • Due to hygiene regulations, items that show signs of wear, have been tried on, or have been in contact with hair/skin cannot be returned or exchanged.
  • The customer is responsible for all return and re-shipping costs for size exchanges.

Please contact us before returning anything so we can advise you of the best option.

For health and safety reasons, the following items cannot be returned or refunded unless they are faulty:

  • Scrunchies
  • Scrunkeys
  • Makeup bags that have been used or have had products placed inside them

If your item arrives faulty or not as described, please contact us within 30 days of receiving it.

In line with UK consumer law, you are entitled to:

  • A repair,
  • A replacement, or
  • A refund (depending on the circumstances).

We will assess the issue and discuss the most appropriate resolution.

Faulty items must be photographed and, in some cases, returned so we can process your claim.

Our Mystery Boxes are curated and selected by us.

By purchasing a Mystery Box, you acknowledge and agree that:

  • Items inside are chosen at random from our available stock.
  • Preferences, likes, or dislikes cannot be guaranteed.
  • Because the contents are intentionally a surprise, no refunds or exchanges are available if you do not like the items chosen.

However, as required by UK consumer law, if any item inside the Mystery Box arrives faulty or not as described, please contact us and we will offer the appropriate remedy (repair, replacement, or refund depending on circumstances).

We always take a photograph of your package before sending it, and we can provide this on request.

Once the item has been handed to the postal service, we are not responsible for delays or losses caused by the courier.

Refunds are not issued for lost or delayed mail.

However, if a parcel has not arrived after the courier’s official “lost item” timeframe, we will assist you in submitting a claim with the postal service.

International customers may be required to pay customs duties, taxes, or import fees when their parcel arrives in their country.

• These charges are not included in the product price or shipping cost.

• The buyer is responsible for paying any customs or import fees that apply.

• We cannot issue refunds for orders that are refused or returned due to unpaid customs charges.

Please check your country’s customs rules before placing an international order.

If you need help with a return, exchange, or faulty item claim, please send us a message. We are always happy to help find the best resolution. Please email handmadebyducky@gmail.com