Refund policy
ESCAPE TO CREATE® — RETURN & REFUND POLICY
At Escape to Create®, our pieces are produced in limited quantities and may not be restocked. We want you to be confident when ordering while keeping our returns process fair for everyone.
CHANGE-OF-MIND RETURNS
If you purchase from us online and change your mind, you have 14 days from the day you receive your order to tell us that you wish to cancel and return it.
After notifying us, you then have 14 days to send the item back.
You do not need to provide a reason for cancelling within this period.
To request a return, email escapetocreate.uk@gmail.com with your order number and the item(s) you wish to return. We will provide you with return instructions.
CONDITION OF RETURNED ITEMS
You may inspect and try on an item as you reasonably would in a shop.
Please take reasonable care of the item while it is in your possession.
If an item has been worn beyond what is reasonably necessary to inspect or try it on, washed, stained, marked, damaged, altered, or otherwise handled in a way that reduces its value, we reserve the right to reduce the refund to reflect that loss in value where permitted by law.
Where possible, please return the product with its original tags and packaging.
RETURN POSTAGE
For change-of-mind returns, you are responsible for the cost of returning the item to us.
We strongly recommend using a tracked postal service and keeping your proof of postage until your return has been completed.
If an item is faulty, damaged, not as described or you have received the wrong item, please contact us before returning it. Where we are legally responsible for the return costs, we will cover the appropriate cost.
LIMITED DROPS & NO RESTOCKS
Many Escape to Create® products are released in strictly limited quantities and may not be restocked once sold out.
If you return an item from a limited or sold-out release, we cannot guarantee an exchange, different size, colour or replacement will be available.
Where a replacement or exchange is unavailable, we will provide the appropriate refund or other remedy where you are legally entitled to one.
The limited-edition or no-restock status of a product does not affect your statutory rights.
EXCHANGES
Exchanges are subject to stock availability.
Because our products are released in limited quantities, we cannot reserve or guarantee replacement stock while your return is in transit.
If the requested exchange is unavailable, we will provide a refund where applicable.
FAULTY, DAMAGED OR INCORRECT ITEMS
Please inspect your order after receiving it.
If your item arrives faulty, damaged, is not as described, or you receive the wrong item, contact us at escapetocreate.uk@gmail.com.
Please include:
- Your order number
- A description of the issue
- Clear photographs showing the issue where appropriate
Your rights concerning faulty or misdescribed goods are separate from the change-of-mind return policy above. Nothing in this policy limits your rights under UK consumer law.
REFUNDS
Once your returned item has been received, we will assess the return and process any refund due.
For valid cancellations, refunds will be made without undue delay and within the time required by applicable law. For returned goods, this will generally be no later than 14 days after we receive the goods back or, where applicable, receive evidence that they have been sent back.
Refunds will be issued using the same payment method used for the original purchase, unless you expressly agree otherwise.
Where required by law, we will also refund the cost of our standard outbound delivery option.
If you chose a more expensive delivery service, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
Please remember that your bank or payment provider may require additional time to show a processed refund in your account.
SALE & DISCOUNTED ITEMS
Items purchased during a sale or using a discount or promotional code remain subject to your applicable statutory rights.
Being discounted does not by itself remove a customer’s legal right to cancel an eligible online purchase or their rights concerning faulty goods.
RETURNED PARCELS
Please package returned items securely and follow the return instructions we provide.
We strongly recommend using a tracked service and retaining proof of postage.
CANCELLING BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at escapetocreate.uk@gmail.com.
We will try to stop the order before dispatch where possible. If the order has already entered the dispatch process, you may need to follow our normal returns procedure after receiving it.
CONTACT US
For returns, refunds, faulty items or questions regarding an order, contact:
Escape to Create®
Email: escapetocreate.uk@gmail.com
Please include your order number when contacting us about an existing purchase.
YOUR STATUTORY RIGHTS
Nothing in this Return & Refund Policy is intended to exclude, restrict or otherwise affect any rights you have under applicable consumer law.