Refund policy

At Stella Weds, we want you to be happy with your order. If something is not quite right, we will do our best to put it right as quickly and simply as possible.

Most items can be returned within 30 days of receiving your order, as long as they are unused and in their original packaging.

All returns and refunds must be arranged online. Please do not send anything back without contacting us first.

Summary

  • You have 30 days from the date you receive your order to request a return for most items.

  • Items must be unused, in their original packaging and in a resaleable condition.

  • Some items cannot be returned, such as custom printed products and digital downloads, except where they are faulty.

  • Return postage is usually paid by you unless the item is faulty or we sent the wrong item.

  • Refunds are processed within 1 working day of us receiving and checking your return.

  • Your statutory rights, including your 14 day cooling off period for most online orders, are not affected.

What You Can Return

You can usually return:

  • Standard, non customised card making supplies

  • Unopened packs of card, paper and craft materials

  • Tools and accessories that have not been used

Items must:

  • Be in their original packaging

  • Be unused and in the same condition you received them

  • Include your details inside the parcel (see below)

Items We Cannot Accept Back

We do not accept returns or issue refunds for the following, unless they are faulty:

  • Custom printed or made to order items
    For example, printed cards or printed paper products that have been produced specifically to your order.

  • Digital downloads
    Once a download has been supplied or started, you normally lose the right to cancel unless the digital file is faulty.

These exclusions are in line with UK rules for custom made goods and digital content.

How To Request A Return

To arrange a return, please contact us before sending anything back so we can give you the correct return address and a reference.

You can:

  • Use the contact form on this page, or

  • Email us at [sales at stellaweds.co.uk]

Please include:

  • Your name

  • Your order number

  • The item or items you would like to return

  • The reason for the return

  • Whether you would like a refund or to discuss a replacement

We will reply with instructions on how to return your parcel.

Returning Your Parcel

When returning an item:

  1. Pack the item securely in its original packaging wherever possible.

  2. Include either:

    • A copy of your invoice, or

    • A note with your name, address, order number and a brief reason for the return.

  3. Use a tracked or insured postal service and keep proof of postage. You are responsible for the item until it reaches us.

  4. Unless we have agreed otherwise, for example if the item is faulty, the cost of return postage is your responsibility.

Refunds

Once we receive your return, we will check that it meets our returns criteria.

If everything is in order, we will:

  • Process your refund within 1 working day of receiving the parcel

  • Refund to the original payment method where possible

Delivery costs

  • If you are returning your entire order because you have changed your mind within the legal cooling off period, we will refund the product price and our standard delivery charge, in line with UK consumer law.

  • If you chose an upgraded delivery option, we will not normally refund the extra amount.

  • If you return only part of your order, we will refund the items returned but not the original delivery charge, unless the law requires otherwise.

  • If the item is faulty, damaged or sent in error, we will refund the item and any delivery charges you paid for that item.

Please note:

  • Original delivery costs are not refunded for change of mind returns outside the 14 day legal cooling off period, even though our store policy allows up to 30 days.

Your card issuer or payment provider may take a few extra days to show the refund in your account.

Faulty, Damaged Or Wrong Items

We are very careful when packing orders, but if something arrives damaged, faulty or not what you ordered, please contact us as soon as possible so we can put it right.

When you get in touch, please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the problem and the packaging, if possible

Where an item is confirmed as faulty, damaged in transit or sent in error, we will:

  • Offer a replacement, or

  • Arrange a refund, and

  • Cover or refund reasonable return postage if we ask you to send the item back

These rights are in addition to your protections under UK consumer law.

Your Legal Rights

Nothing in this Returns And Refunds Policy affects your statutory rights under UK law, including:

  • Your right to change your mind and cancel most online orders within 14 days of receiving them, plus a further 14 days to return the goods, with a refund of the product price and basic delivery cost.

  • Your rights to a repair, replacement or refund if items are faulty, misdescribed or not fit for purpose.

If you are unsure about your rights, you can seek independent advice from consumer advice organisations.

Need Help?

If you have any questions about returns or refunds, please contact us using the form on this page or email us at:

[sales at stellaweds.co.uk]

We are always happy to help and will do our best to resolve any issues quickly and fairly.