Cancellation, Return & Exchange Policy

We hope you love your purchase from Faye’s Shop of Horrors. As a small family-run business, many of our products are produced in small quantities, made to order or personalised.

Please check all product details, sizing and personalisation carefully before placing your order.

Order Cancellations

Standard Online Orders

If you wish to cancel an online order, please contact us as soon as possible.

If your order has not yet been dispatched, we will do our best to cancel it before shipment.

For eligible standard products purchased online, you also have the right to cancel your purchase within 14 days of receiving your order, without having to provide a reason.

Personalised & Custom-Made Orders

Once work has started on a personalised, customised or made-to-order product, the order cannot normally be cancelled or changed.

This includes products made with:

• Personalised names or wording
• Customer-selected custom designs
• Bespoke measurements or sizing
• Other customer-specific alterations

Please check all personalisation details carefully before submitting your order.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Online Returns

For eligible standard, non-personalised products purchased online, you must notify us that you wish to return the item within 14 days of receiving it.

After notifying us, you must return the item within a further 14 days.

Unless the item is faulty or we have sent you an incorrect product, the customer is responsible for the cost of returning the item.

We strongly recommend obtaining proof of postage when returning an item.

Items remain your responsibility until they are received by us.

Return Condition

Returned products should be in a condition consistent with reasonable inspection of the item.

We may reduce the amount refunded where an item has been used, damaged or handled beyond what would reasonably be necessary to inspect it, where permitted by law.

Please return products with their original packaging, labels and accessories wherever reasonably possible.

Personalised & Custom-Made Products

We do not accept change-of-mind returns for products that have been made to your specifications or clearly personalised.

This includes personalised wording, names, custom designs, bespoke sizing or other customer-requested alterations.

Personalised products can still be returned where they are faulty, damaged, not as described or where you otherwise have a statutory right to a remedy.

Exchanges

We do not guarantee exchanges for change-of-mind purchases.

If you have purchased an eligible standard product online and would prefer another size or design, please contact us.

Where stock is available, we may agree to an exchange. The customer will normally be responsible for returning the original item and for any additional delivery charges associated with a discretionary exchange.

Alternatively, you can return an eligible item under our online returns policy and place a new order for your preferred product.

Personalised and custom-made products cannot normally be exchanged unless they are faulty, damaged, incorrect or not as described.

In-Person & Event Purchases

Items purchased in person, including at Comic Cons, markets, conventions, fairs and other events, are not eligible for a refund or exchange simply because you have changed your mind, selected the wrong size or no longer want the item.

Please check your chosen size, colour, design and item carefully before purchasing.

We may occasionally offer an exchange as a gesture of goodwill, but this is entirely at our discretion and is subject to stock availability.

Your statutory rights are unaffected where an item is faulty, damaged or not as described.

Faulty, Damaged or Incorrect Items

If you receive an item that is:

• Faulty
• Damaged
• Not as described
• Different from the item you ordered

please contact us as soon as possible.

We may ask you to provide your order details, proof of purchase and photographs showing the issue.

Where the product does not meet the requirements of UK consumer law, we will provide the appropriate remedy, which may include a refund, replacement or repair depending on the circumstances.

Where we have supplied a faulty or incorrect product, we will cover reasonable return costs where required.

Wrong Size

Please check the sizing information provided before ordering.

For in-person purchases, selecting the wrong size does not automatically entitle you to a refund or exchange.

For eligible online purchases, you may return a standard, non-personalised product within the cancellation period outlined above.

Personalised or custom-made products cannot normally be returned because the wrong size was selected by the customer.

Sale & Discounted Products

Sale and discounted products have the same statutory protections as full-price products.

However, an item purchased in person during a sale is not automatically eligible for a return or exchange simply because you have changed your mind.

Eligible standard items purchased online remain subject to the online cancellation rights described above.

Refunds

Where a refund is due, it will normally be issued using the original payment method.

For eligible online cancellations, refunds will be processed within the timescales required by UK consumer law.

We may wait until we have received the returned goods, or evidence that they have been sent back, before issuing the refund where permitted by law.

Where applicable, the cost of our standard delivery option will be refunded. Any additional amount paid for an upgraded, express or premium delivery service will not normally be refunded.

Proof of Purchase

We may request reasonable proof that an item was purchased from Faye’s Shop of Horrors before processing a return, exchange or refund.

UK Sales Only

Faye’s Shop of Horrors currently sells and delivers within the United Kingdom only.

Your Statutory Rights

Nothing within this policy is intended to exclude, limit or replace your statutory rights under UK consumer law.