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Returns & Refunds

Do you accept returns?
Yes, we understand you may have changed your mind or the product is no longer required, but please arrange the return within 30 days of receipt, after this time the product is non-returnable. Unfortunately we cannot accept returns for samples.

If you would like to return any products to us, please print and fill in our returns form and include this inside your parcel along with the unused roll in it’s original packaging and box/tube.

Download Returns Form

To return your order to us at your own expense, our address is as follows:

Create Your World
Units 4-6 Deneside Business Park
Wolsingham
Co Durham
DL13 3BF

Note we are unable to refund the original delivery charge (except where goods received are either faulty, damaged or incorrect). Please allow 2-3 working days for any returns and a further 2-3 working days for a refund to be processed.

Cancelling Orders
We can normally cancel orders if you notify us immediately, unfortunately once payment has been confirmed, we can’t stop the delivery of goods if we’ve not been notified to cancel. Please send a message using our contact us form. If your goods have already been dispatched, please return them to us at your own cost.

I need to change my order
If the value is the same, we can normally swap the design for you if notified in time, send a message using our contact us form, but if you need to add/remove something, then we would normally need to cancel the whole order and issue a refund, you can then order the correct products. Please notify us as soon as possible for any address changes, once the goods are packed, we cannot change this data.

What if my item is damaged or faulty?
We always strive to deliver your order in perfect condition, but if you do receive faulty or damaged product, please send a message using our contact us form and we will try to put this right as quickly as possible. All faulty or damaged goods need to be reported to us within 7 days and photographic evidence is usually required, please keep hold of any product labels and do not dispose of the product, we may need samples of it.

Please note: you should check all products carefully before applying for any faults, we will send a full replacement or refund at no charge to you.

I never received my parcel
Please allow up to 7 days before reporting an item as lost, there are delays with carriers and most will not consider it lost until after 7 days. Please do contact us between 8-21 days, otherwise we cannot know there is an issue, any claims after 21 days will not be accepted.

International Returns
If you are returning an item from outside of the UK, we suggest using an international courier. All costs are the responsibility of the customer. Returns should be made within 21 days of receipt and in original packaging to the above address.

If you’re still unsure, please use our contact us form, our Customer Service Team is here to help you!

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