Refund policy

Returns & Refunds

At Fawnstone, we want you to love every piece you bring into your home. We carefully curate our collections with everyday living in mind, but we understand that sometimes something may not be quite right.

If you need to return an item, we're here to make the process as straightforward as possible.

Returns & Cancellations

You have 14 days from the day your order arrives to notify us that you wish to cancel your purchase and return an item, for any reason.

Once you've notified us, you have a further 14 days to send your item back.

To arrange a return, simply email hello@fawnstone.co.uk with your order number and the item you'd like to return. We'll provide the relevant return instructions.

You may also notify us of your decision to cancel by any other clear statement.

Returning Your Items

We kindly ask that returned items are:

Handled with care and kept in good condition.
Returned with their original packaging where possible.
Securely packaged to prevent damage during transit.

You're welcome to inspect your purchase as you would in a shop. However, if an item has been used or handled beyond what is necessary to inspect it, we may make a deduction from your refund to reflect any reduction in its value.

For example, a candle that has been burned may have a reduced refund value.

Return Postage

For change-of-mind returns, the customer is responsible for the cost of return postage.

We recommend using a tracked delivery service and keeping your proof of postage until your refund has been processed.

If your item arrives damaged, faulty or incorrect, we'll cover reasonable return postage costs where a return is required.

Please contact us before sending anything back so we can provide the correct return instructions.

Damaged, Faulty or Incorrect Items

We take great care in selecting our products and want everything to arrive in excellent condition.

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at hello@fawnstone.co.uk.

Please include:

Your order number.
A brief description of the issue.
Clear photographs of the item and any damage, where possible.

We'll review the issue and arrange an appropriate solution, including a refund or replacement where applicable.

Your statutory rights under the Consumer Rights Act 2015 remain unaffected. These include the right to reject qualifying faulty goods within 30 days of receiving them, and further remedies where faults become apparent later.

Items Excluded from Change-of-Mind Returns

Some products may be exempt from the usual cancellation rights, including:

Personalised or made-to-order products.
Sealed products that are unsuitable for return for health protection or hygiene reasons, once unsealed after delivery.
Other products specifically exempt under applicable consumer law.

These exceptions do not affect your legal rights if an item is faulty, damaged or not as described.

Refunds

Once your return has been received, or you've provided evidence that you've sent it back, we'll process any refund due without undue delay and within 14 days, in accordance with your statutory rights.

Refunds will be issued to your original payment method unless otherwise agreed.

If you cancel your entire order within the statutory cancellation period, we'll also refund the original standard delivery charge. Additional charges for upgraded delivery services are non-refundable.

Please note that your bank or payment provider may take additional time to show the refunded amount in your account.

Exchanges

We don't currently offer direct exchanges for change-of-mind purchases.

If you'd prefer a different item, we recommend returning your original purchase in accordance with this policy and placing a new order.

For faulty or incorrect items, please contact us so we can arrange the appropriate solution.

Cancelling an Order Before Dispatch

If you need to cancel or amend an order, please contact us as soon as possible at hello@fawnstone.co.uk.

We'll do our best to accommodate your request before dispatch. If your order has already been sent, you can still exercise your applicable return and cancellation rights.

International Returns

If you're ordering from outside the UK and need to arrange a return, please contact us before sending your item back.

Return postage for change-of-mind purchases is the customer's responsibility. Any mandatory consumer rights applicable in your country remain unaffected.