Returns & Refunds Policy — Questions & Answers

How long do I have to return something?

We offer a 14-day return window from the day your order arrives. If 14 days have passed, we unfortunately can’t accept a return unless the item is faulty or incorrect. 

⸻

Can I return a bespoke or made-to-order item?

No — we can’t accept returns or offer refunds on bespoke or made-to-order items, unless they arrive damaged, faulty or incorrect. Each of these pieces are made specially for you. 

⸻ 

Do you charge a restocking fee?

In some cases, yes.

If a return falls outside the 14-day window, or if we’ve agreed to take back a bespoke item, a 20% restocking fee will apply. This covers the handling and checking of goods not normally held in stock.

⸻

Who covers the cost of returning an item?

Return shipping is your responsibility, unless the item was damaged, faulty or incorrect.

We ask that you return it to us in its original condition and packaging, using a safe and insured courier service.

If some cases, we can help arrange the return and invoice you separately for the cost.

⸻

How do I start a return?

Just drop us a line at shop@peterstaunton.co.uk with your order number and reason for the return.

We’ll confirm next steps and return details. Please don’t send anything back without contacting us first, as it may not be accepted.

⸻

When will I get my refund?

Once we receive and inspect your returned item, we’ll confirm whether a refund has been approved.

Once approved, we’ll process your refund within 5–7 working days. It may take a little longer for your bank or card provider to clear the funds on your side.

⸻

What if the item is damaged, faulty or incorrect?

Let us know as soon as possible if something’s not right - you have a 7 day window to confirm if the product is damaged, faulty or incorrect. If this is the case, we’ll either arrange a return or resolve it quickly — and of course, we’ll cover any return shipping costs in these cases.