Returns and Refunds Policy
Every Woodfolk keepsake is hand-painted just for you, so we want you to love it. This page explains what happens if something isn’t right.
Personalised items can’t be returned for a change of mind
Our keepsakes are personalised and made to your specifications, so they’re exempt from the standard 14-day cancellation right for online purchases. This means we can’t accept returns or give refunds if you simply change your mind, once your order has been accepted.
Cancelling before we start
If you need to cancel, please contact us as soon as possible at info@woodfolk.co.uk. If we haven’t started painting your keepsake yet, we’ll cancel your order and give you a full refund. Once painting has started, we’re unable to cancel the order.
Damaged, faulty, or incorrect items
If your keepsake arrives damaged, is faulty, or isn’t what you ordered (for example, a name spelled differently from your order), you’re fully protected by the Consumer Rights Act 2015.
Please email us at info@woodfolk.co.uk, ideally within 48 hours of delivery, with:
Your order number, a description of the problem and photos of the item and its packaging.
We’ll then offer a repaint, replacement, or refund as appropriate. If we need the item back, we’ll cover the cost of return postage.
Your legal rights continue after the 48 hours. Reporting quickly just helps us resolve things faster, especially with postal damage claims.
What doesn’t count as a fault
Because each piece is painted by hand, natural variations in colour, brushwork, and wood grain are part of its character and aren’t considered faults. The same applies to how a piece interprets your photo, since it’s an artistic likeness rather than an exact copy.
Errors in the details you gave us (such as a misspelled name you supplied) aren’t something we can refund, but we’ll always try to help. Please get in touch and we may be able to offer a repaint at a reduced cost.
Lost parcels
If your parcel hasn’t arrived within 8 working days of dispatch (or 18 working days for orders outside the UK), please let us know. We’ll look into it with the courier and, if it’s confirmed lost, we’ll repaint and resend your keepsake or give you a full refund.
Refunds
Refunds are made to your original payment method (Stripe or PayPal) within 14 days of us agreeing to the refund.
Contact
Woodfolk, 3 Churchfields, Audlem, Crewe, Cheshire, CW3 0AN
Email: info@woodfolk.co.uk