Terms & Conditions

How long is the Returns policy?

Our returns policy lasts 30 days from the date of purchase. Any non-personalised products that you are not satisfied with can be returned to us within 30 days of purchase for a full refund.

To complete a return, please inform us prior to shipping and send the product back to us in its original condition and packaging to:

Hughes Stewart Creations, 5 Lucas Crescent, St Neots, Cambridgeshire, PE19 6DD.

sales@hscreations.co.uk

Please note that you will be responsible for the cost of return postage, and that all postage costs are non-refundable. We recommend using a tracked service as proof of arrival.

Please ensure that your items are packed securely, ideally in a box and/or with generous protection, to prevent any damage during transit.

We cannot guarantee that we will receive your returned item. To complete your return, we require a receipt or proof of purchase.

Please note that there are certain situations where only partial refunds may be granted, such as if the item is not in its original condition, is damaged or missing parts for reasons not due to our error.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, please follow these steps:

If you’ve done all of the above and still have not received your refund, please contact us at Sales@hscreations.co.uk.

Exchanges (if applicable)

We only replace items if they are defective, damaged or if it is our error. If you require an exchange for the same item, please send us an email and send your item to:

sales@hscreations.co.uk

Hughes Stewart Creations, 5 Lucas Crescent, St Neots, Cambridgeshire, PE19 6DD.

What if my items are faulty or damaged?

If you believe your items are damaged, please contact us as soon as possible with your order number and images of the products you believe are not fit for purpose, including the outer packaging. We will investigate the issue and advise on further action.

In some cases, we will not require you to send the items back to us and a full refund will be issued. However, in the case of products being faulty but not damaged – for example, if the item is simply the wrong scent – we may ask you to return the item to us to be assessed. If this is the case, a returns label will be issued to you, and a replacement product or refund may be granted.

What if my parcel does not arrive?

We are required to wait 10 days from the day it was meant to be delivered before making a claim. If your parcel does not arrive within this time, please check the tracking information and contact us with your order number, and we will do our best to send replacement items where possible.

Are any items non-refundable?

Gift cards and subscription gifts cannot be refunded. If you have purchased a gift card and are unlikely to use it, we are unable to refund the value, but they can be transferred to other people by sharing the code given in the email.

Custom and personalised items are unsaleable, so they are also non-refundable. If the issue with the item is due to our error, we will gladly remake the item correctly.

What happens if I have missed the 30-day returns period?

We recommend checking your items within 14 days of delivery to ensure enough time for any returns to be processed. However, if you wish to return items after this period, a partial refund may be granted at our discretion.