Our little refund promise.
We're a brand-new family-run studio and your happiness genuinely matters to us. Every friend is hand-crocheted to order, so we treat refunds with the same care we put into the stitches. Here is our policy in plain English — based on UK consumer law.
- • Item arrives damaged or faulty
- • Item is not as described
- • Wrong item sent
- • Order is lost in the post for 21+ working days
- • You changed your mind on a non-personalised stock item — within 14 days of delivery (UK Consumer Contracts Regulations 2013)
- • A personalised order (custom animal, embroidered name or birthday) — unless it's faulty or wrong, these are exempt under UK law because they're made specifically for you
- • Normal signs of love (a bit of cuddle wear after a few weeks)
- • Items returned after the 14-day window without a fault
- • Items damaged by washing in a machine (please surface-clean only)
How a refund works
Send a message to info@teddystinyfriends.co.uk with your order details and a photo of the issue if relevant. Or tap the button below — it pre-fills the email for you.
We'll let you know if the refund qualifies, request a return if needed (we'll send a freepost address for faulty/wrong items) and confirm what happens next.
Approved refunds are processed via Stripe back to the original card within 3-5 working days. You'll get an automatic email from Stripe when it lands.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 (right to a refund for faulty goods within 30 days) and the Consumer Contracts Regulations 2013(14-day cooling-off period for non-personalised distance sales). If you live in the UK, those laws always apply. We're a tiny shop and we always try to do the right thing.
One tap opens your email app pre-filled with the right details. We'll reply within 48 hours.