Returns and refunds

This page explains your right to change your mind and what happens if something is wrong with your order. None of it affects your statutory rights.

Changing your mind

Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days, starting from the day your goods arrive. If your order arrives in more than one parcel, the 14 days start from the day the last one arrives. You do not have to give a reason.

How to cancel

Email us at [email protected] before the 14 days are up. Tell us your name, your order details (the email address you used and roughly when you ordered, or your Stripe receipt) and which items you are returning. You can use the model form below if you like, but you do not have to.

Sending items back

After telling us, you have a further 14 days to send the items back. When you email us to cancel, we will reply with the address to post them to. Please post them to that address, not to the printer.

You pay the cost of returning the items unless they are faulty or not what you ordered. We recommend a tracked service and keeping proof of posting.

Your refund

We will refund the price of the items and the standard delivery cost you paid, to the card you paid with, within 14 days of getting the items back, or of you showing us proof that you posted them, whichever is sooner. If you cancel the whole order before it has been sent, we refund everything within 14 days of you telling us.

You can look at and try items on as you would in a shop. If an item has been handled more than that, for example worn out, washed or damaged, we may reduce the refund to reflect the drop in its value.

Model cancellation form

Copy this into an email if you want to:

To NAFF, Saffron Walden, Essex, CB10, [email protected], 03333 44 2297:

I hereby give notice that I cancel my contract of sale of the following goods: [items]
Ordered on: [date] / received on: [date]
Name: [your name]
Address: [your address]
Date: [date]

Faulty, damaged or misprinted items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something arrives faulty, damaged, misprinted or is the wrong item or size from what you ordered, email us at [email protected] within 30 days of delivery with your order details and a photo of the problem. We will send you a free replacement or give you a full refund, whichever you prefer. In most cases you will not need to send the item back.

If a fault shows up later, still get in touch. Your rights under the Consumer Rights Act last beyond 30 days and we will put things right as the law requires.

Your statutory rights

Nothing on this page affects your statutory rights as a consumer. For more on them, see Citizens Advice.