Most objects find their place easily. Occasionally, however, something is not quite right: an item arrives damaged, the wrong parcel reaches the doorstep or a purchase simply does not suit the home for which it was chosen.
This page explains how returns, cancellations and refunds are handled by Hawthorn & Key Ltd.
Your statutory rights are not affected by anything on this page.
Changing your mind about an online purchase
For most eligible items purchased online, you may tell us that you wish to cancel your order within 14 days after receiving the goods. You do not need to provide a reason.
Once you have told us that you wish to cancel, you have a further 14 days to return the item.
Please contact us before sending anything back. We will provide the appropriate return instructions and return address.
Do not send a parcel to our registered office unless we have specifically instructed you to do so.
How to request a return
To request a return, please email hello@hawthornandkey.co.uk or use our contact form.
Please include:
- your order number;
- the email address used at checkout;
- the name of the item you would like to return;
- a short explanation of your request;
- clear photographs, where relevant, if the item is damaged, incorrect or incomplete.
We will reply with the next step and, where applicable, the return address.
Returning an unwanted item
If you are returning an eligible item because you have changed your mind, please take reasonable care of it while it is in your possession.
The item should be returned securely packaged and, where applicable, with its original packaging, labels, accessories and any other parts supplied with it.
You are responsible for the cost of returning an unwanted item unless we have agreed otherwise in writing.
We recommend using a postal service that provides proof of postage. Please keep this proof until the return has been completed.
Inspecting an item
You may inspect an item in a reasonable way, much as you would in a physical shop.
If an item has been used, damaged or handled beyond what is reasonably necessary to establish its nature, characteristics and suitability, we may reduce the refund to reflect any loss in value where the law allows us to do so.
Items that cannot normally be returned because you changed your mind
Some products may be excluded from change-of-mind returns where the law permits this.
These may include:
- personalised or custom-made items;
- goods that are liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
- opened cosmetics or personal care products where a health or hygiene exception applies;
- earrings where a health or hygiene exception applies after the relevant packaging has been opened;
- any other item clearly identified as subject to a lawful return restriction in its product description.
This does not affect your rights if an item is faulty, damaged or not as described.
Damaged items
If an item arrives damaged, please contact us as soon as possible, ideally within 48 hours after delivery.
This helps us investigate the issue promptly and raise any necessary claim with the delivery or fulfilment partner. It does not affect your statutory rights.
Please include:
- your order number;
- a brief description of the damage;
- clear photographs of the damaged item;
- photographs of the outer and inner packaging where relevant.
Please do not dispose of the item or its packaging until we have explained the next step.
Incorrect items
If you receive an item different from the one ordered, please contact us as soon as possible, ideally within 48 hours after delivery.
Please include your order number and clear photographs of the item received. We will review the issue and explain the available next step.
Missing items
If part of your order appears to be missing, first check whether your order has been divided into more than one parcel. This may occasionally happen because of parcel size, product type or delivery arrangements.
If an item still appears to be missing, please contact us as soon as possible with your order number and the name of the missing product.
Faulty goods
If a fault becomes apparent after delivery, please contact us with your order number, a description of the issue and photographs where relevant.
Depending on the circumstances, the appropriate remedy may include a refund, repair or replacement.
Your legal rights apply in addition to any information provided on this page.
Natural variation
Some objects may show natural or small variations in colour, texture, pattern, finish, fragrance or appearance.
This may apply, for example, to stones, minerals, wooden items, handmade-style pieces and products made from naturally variable materials.
Natural variation does not automatically mean that an item is faulty. However, if you believe that the product received differs materially from its description or has arrived damaged, please contact us.
Refunds
Where a refund is due, it will be issued to the original payment method used for the order unless another arrangement is required by law or agreed with you.
For an eligible change-of-mind return, we will refund the price paid for the returned item and the cost of the standard delivery option where applicable.
If you chose a more expensive delivery method, we are not required to refund the difference between that service and the standard delivery option.
We will process an eligible refund within 14 days after receiving the returned item or, where applicable, evidence that the item has been sent back.
Your bank or payment provider may require additional time to show the refund in your account after it has been processed.
Return postage for faulty, damaged or incorrect items
Please contact us before returning a faulty, damaged or incorrect item.
We will explain the appropriate return method. Depending on the circumstances, we may provide a return label, arrange another suitable method or explain how reasonable return postage costs will be handled.
Please do not send an item back without first receiving return instructions.
Sale items
Items purchased during a sale or promotion have the same statutory rights as items purchased at their usual price.
Exchanges
We do not currently offer direct exchanges for change-of-mind returns.
If you would prefer another item, please request a return where applicable and place a new order separately.
If an item is faulty, damaged or incorrect, please contact us so that we can explain the available options.
Refused or uncollected deliveries
If a parcel is refused, not collected or returned because the delivery address was incorrect or incomplete, please contact us.
Where redelivery is possible, additional delivery charges may apply.
Cancellation form
You may contact us directly to cancel an eligible order. You can also use our standard cancellation form.
Need help?
If you are unsure whether an item can be returned, please contact us before sending anything back.
For information about dispatch and delivery, please read our Shipping & Delivery page. You may also find an answer on our Frequently Asked Questions page.