LITTLE WHITE BIRD

Returns & Refunds Policy

We hope you love your Little White Bird purchase. As many of our items are handmade, vintage, or one-of-a-kind, we’ve set out the information below to make returns and refunds clear and fair for everyone.

Cancellations

• You may cancel your order at any time before it has been dispatched for a full refund.
• Once your order has been dispatched, our returns policy applies.
• For handmade or made-to-order items, cancellations are only accepted before work has begun on your piece.

Returns Window

• Retail items: 30 days from receipt to request a return for change of mind
• Upcycled items: 14 days from receipt to request a return for change of mind
• Vintage items: Returns are only accepted if the item is faulty, mis-described, or damaged in transit

These timeframes are in line with UK consumer law.

Inspection on Delivery

We ask all customers to inspect their items as soon as reasonably possible after delivery.

• Any visible damage, missing parts, or delivery issues should be reported within 48 hours of receipt, where possible
• Please include clear photographs of the item and any packaging

This helps us resolve issues quickly and fairly with the maker or courier.

Postage & Responsibility

• Return postage and safe arrival are the buyer’s responsibility
• Original delivery costs are non-refundable, unless the item is faulty, damaged, or mis-described
• Items must be returned unused, in original condition, and with proof of purchase

Damages & Issues

If there’s a problem with your order:

• Upcycled & Vintage items: notify us within 14 days of delivery
• Retail items: notify us within 30 days of delivery

Please email samantha@littlewhitebird.co.uk with your order number, a description of the issue, and photographs where applicable. We’ll work to resolve the issue promptly.

Retail Items

• Returns accepted within 30 days of receipt for change of mind
• Items must be unused, in original condition and packaging
• To request a return, email samantha@littlewhitebird.co.uk with your order number and reason for return
• Return postage and safe arrival are the buyer’s responsibility

Upcycled Items & Furniture

Upcycled items are individually made and sold by independent makers through the Little White Bird marketplace.

• Returns for change of mind are accepted within 14 days of receipt
• If an item arrives faulty or damaged, please contact us within 14 days of delivery with photographs
• Returns are arranged directly to the original maker or Upcycler
• Customers are responsible for arranging and covering return delivery costs, unless the item is faulty, damaged, or mis-described
• Returned items must be unused, in original condition, and accompanied by proof of purchase
• Refunds are issued only once the maker has received and inspected the item and confirmed it meets these conditions
• Original delivery costs are non-refundable unless the item is faulty, damaged, or mis-described

Please note: upcycled items may show minor imperfections or signs of wear consistent with their vintage or repurposed nature. Under the Consumer Rights Act 2015, this is not considered a fault.

Standard furniture delivery is typically a one-person service, unless otherwise agreed in advance.

Vintage Items

• Vintage items are sold as-is, reflecting their age and character
• Returns are only accepted if the item is faulty, mis-described, or damaged in transit
• To request a return, contact us within 14 days of delivery with photographs of the issue
• Buyers are encouraged to review all images and descriptions carefully before purchase

Exceptions / Non-Returnable Items

The following items cannot be returned:

• Custom, made-to-order, or personalised products
• Perishable goods (food, flowers, plants)
• Hazardous or flammable materials
• Sale items and gift cards

Exchanges

The quickest way to exchange an item is to return it in line with this policy and place a new order separately.

Refunds

• Once a return is received and inspected, we’ll notify you of approval
• Approved refunds are issued to the original payment method
• Please allow your bank or card provider time to process the refund
• For furniture and large items, refunds are processed only after safe return, inspection, and delivery confirmation

Payment Disputes & Chargebacks

If a payment is disputed with a card provider or payment service before a return has been completed in line with this policy, we may pause the refund process until the dispute is resolved.

We always encourage buyers to contact us first so we can resolve any issues quickly and fairly.