Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sarah_swan@hotmail.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sarah_swan@hotmail.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sarah_swan@hotmail.co.uk.

Returns

At Bookmark and Burrow, we adhere to a 21 day full refund policy. If you wish to return an item due to a fault, please send it back to us within 21 days, and we will issue a full refund or exchange the product.

By placing an order, you agree to these terms and conditions regarding the production and curation of the items you have selected. Due to the custom and curated nature of each bundle — which may include handmade elements or items sourced specifically for the theme — all sales are final.

Please note: Some variation or artistic license may occur in product styling, colours, or packaging, as part of the creative process in assembling each unique bundle.

To initiate a return due to a faulty item, email us via our contact page on the website: https://bookmarkburrow.com/pages/contact

For a return to be eligible, the item must be unused, in the same condition as when you received it, and in its original packaging.

Non-Refundable Situations:

• Items in used condition and not in their original packaging.
• Products showing obvious signs of use.
• Items not in their original condition, damaged, or missing parts for reasons not due to our error.
  
• Returns initiated after 21 days from receipt.

Refusing delivery is not considered a valid return, and you will not be eligible for a refund. If you are considering refusing a delivery, please contact us first so we can assist you.

Refunds

Once we receive and inspect your return, we will notify you via email. If your return is approved, your refund will be processed, and a credit will be applied to your original method of payment within a few days.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account. Then, contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item, email us for assistance.

Shipping

You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on your location, the time it may take for your exchanged product to reach you may vary.

We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Customs, Taxes, and Duties

Customs taxes, duties, or import charges are the responsibility of the customer. We do not cover additional charges or costs for the final delivery of the package to your destination country. These charges vary based on country laws and policies, and we cannot estimate the amounts. If a package is returned due to refusal to pay customs fees and taxes, a refund will not be applicable.