Return Policy
We hope you love your order from TogetherBox Studio. If something isn’t quite right, please contact us and we’ll be happy to help.
14-Day Right to Cancel
If you are a UK consumer purchasing online, you generally have the right to cancel an eligible order within 14 days of receiving your goods, without needing to give a reason.
To exercise your right to cancel, please contact us within this 14-day period at:
Once you have notified us that you wish to cancel, you should return the goods to us within 14 days of notifying us.
Certain items are excluded from the right to cancel, as explained under Personalised & Custom-Made Items below.
Nothing in this policy affects your statutory rights.
How to Request a Return
Please contact us at togetherboxstudio@outlook.com before sending anything back.
Please include your:
- Order number
- Name
- Item(s) you wish to return
- Reason for contacting us, where relevant
Once your return request has been reviewed, we will provide the appropriate return address and return instructions by email.
Please do not send a return to an address obtained from another source without contacting us first, as this may delay the processing of your return.
Returning Your Item
Please package returned items carefully so that they are adequately protected during transit.
Unless the item is faulty, damaged or incorrect, you are responsible for arranging the return and for the cost of returning it to us.
We recommend obtaining proof of postage and keeping it until your return has been completed.
Condition of Returned Items
You may inspect an item as you reasonably would in a shop.
Where possible, returned items should be sent back with their original packaging, tags and any accessories or components supplied with them.
If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund to reflect any resulting reduction in value, where permitted by law.
Return Shipping Costs
For eligible returns where you have simply changed your mind, the cost of returning the item is normally your responsibility.
If an item is faulty, damaged on arrival or incorrect, please contact us before returning it so that we can advise you on the appropriate next steps.
Original Delivery Charges
Where you exercise your statutory right to cancel the whole eligible order, we will refund the standard delivery charge you paid to receive the order, where required by law.
If you selected a more expensive delivery service, such as an express or upgraded service, we are not required to refund the additional amount above our standard delivery charge.
If you return only part of an order, the original delivery charge may not be refundable where that delivery charge would have been payable for the items you keep.
Personalised & Custom-Made Items
Items that are made to your individual specifications or clearly personalised for you may not be eligible for cancellation or return simply because you have changed your mind.
This may include, for example, an item specially altered, personalised or created to specifications supplied by you.
This exception does not affect your rights if an item is faulty, damaged, not as described or otherwise does not meet your statutory rights.
Made-to-Order Items
An item being labelled Made to Order does not automatically mean that it is personalised or custom-made.
Unless a legal exception to the right to cancel applies, eligible Made-to-Order items may still be returned in accordance with this policy.
Where an item is genuinely personalised or made to your individual specifications, this will be made clear on the relevant product page where appropriate.
Sale & Clearance Items
Sale and clearance items are subject to the same statutory consumer rights as full-price items.
Being discounted or included in a sale does not by itself remove your statutory right to cancel an eligible online purchase or your rights in relation to faulty goods.
Faulty, Damaged or Incorrect Items
Please inspect your order when it arrives.
If an item is faulty, damaged on arrival, incorrect or not as described, please contact us as soon as reasonably possible at togetherboxstudio@outlook.com.
Where possible, please include your order number and photographs showing the issue. Photographs can help us understand the problem and resolve it more quickly.
Your rights in relation to faulty, damaged, incorrect or misdescribed goods are separate from the 14-day change-of-mind cancellation right described above.
Nothing in this policy limits your statutory rights under applicable consumer law.
Refunds
Once we receive your returned item, or where applicable receive satisfactory evidence that it has been sent back, we will process the return in accordance with your statutory rights.
Approved refunds will be made to your original payment method.
We aim to process refunds promptly and, where the statutory cancellation right applies, within the time required by law.
After we issue a refund, your bank, card provider or payment service may require additional time before the funds appear in your account.
If you have any concerns about a refund that has already been approved, please contact us at togetherboxstudio@outlook.com.
Exchanges
We do not currently operate a standard direct-exchange service.
If you would like a different item, design or variation, the simplest option is usually to return the eligible item in accordance with this policy and place a new order for the item you would prefer.
Please contact us if there is a problem with the item you received.
International Returns
If you are ordering from outside the UK, additional mandatory consumer rights may apply depending on your country or region.
Nothing in this policy is intended to exclude rights that cannot legally be excluded.
Please contact us before returning an international order so that we can provide the appropriate return instructions.
Contact Us
If you have a question about a return, cancellation, damaged item or refund, please contact:
TogetherBox Studio
Email: togetherboxstudio@outlook.com
We’ll be happy to help.