Free Spirit Accessories
Last updated: 11 November 2026
At Free Spirit Accessories, we take pride in creating lovely gifts and want you to be happy with your purchase.
We understand that sometimes things don't go quite to plan,
so we've made our returns and refunds policy as straightforward as possible.
Returns for Standard Products
If you purchase a standard, non-personalised product and change your mind,
you have 14 days from receiving your order to notify us that you wish to cancel.
Once you've notified us, you have a further 14 days to return the item.
If your order has already been dispatched, you are responsible for arranging and paying for the return postage
when cancelling because you've changed your mind.
Please contact us at [email protected] before returning an item so we can provide the return address.
Items should be returned with reasonable care and, where possible, in their original packaging.
We may make a deduction from your refund if the item's value has been reduced
by handling beyond what would reasonably be allowed when inspecting it in a shop.
Return Postage and Refunds
Change-of-Mind Returns
If you simply change your mind, decide you no longer want the product or ordered the wrong item:
You are responsible for paying the return postage. We do not provide free return postage for change-of-mind returns.
This also applies if your order has already been dispatched. We recommend using a tracked postal service
and keeping proof of postage. For eligible cancellations, we will refund the product price and any standard outbound delivery charge required by law. As we normally offer free standard UK delivery, there is usually no original delivery charge to refund.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, incorrect or not as described, please contact us. We will cover reasonable
return postage costs where a return is required and provide the appropriate remedy in accordance with your statutory rights.
Personalised Products
Many of our mugs, money boxes and gifts are personalised especially for you.
Personalised or custom-made products are not eligible for change-of-mind cancellations
or returns where they have been made to your specifications or are clearly personalised.
This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.
Please check all names, spellings and personalisation details carefully before placing your order.
We cannot normally accept returns for mistakes in personalisation details
supplied by the customer, provided the item has been made correctly according to those instructions.
Faulty, Damaged or Incorrect Items
We carefully check our products before dispatch, but occasionally something may go wrong.
If your order arrives faulty, damaged or incorrect,
Include your order number, a description of the problem and, if possible, photographs showing the issue.
Photographs can help us resolve the problem more quickly but are not a condition of your statutory rights.
Depending on the circumstances and your legal rights, we will arrange a suitable remedy,
which may include a replacement, repair or refund.
Under the Consumer Rights Act 2015, customers have statutory rights relating to faulty goods,
including a short-term right to reject qualifying faulty goods within 30 days of delivery.
Refunds
For eligible change-of-mind cancellations, we will refund the price paid for the returned products and any qualifying standard outbound delivery charge required by law. Refunds will be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier. Refunds will normally be made to the original payment method used at checkout. For faulty goods, refunds will be handled in accordance with your statutory rights.
Orders That Have Not Yet Been Dispatched
If you need to cancel an order before it has been dispatched, please contact us as soon as possible.
For standard products, your statutory cancellation rights apply.
For personalised products, cancellation may not be possible once the order has been accepted,
where the product qualifies for the personalised-goods exemption.
We will always do our best to help where possible.
Your Statutory Rights
Nothing in this policy affects your rights under UK consumer protection legislation,
including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Contact Us
If you have any questions about returns, refunds or an order you've received, please get in touch.
Free Spirit Accessories
We're always happy to help resolve any problems with your order.