Refund policy

Returns & Refunds

Should you wish to return, exchange or request a refund for any item purchased, please contact us in the first instance at sean@studiophelan.com, noting the terms below.

Because our pieces are handmade and most are made to order, please read the section on made-to-order items carefully before you buy.

Faulty, damaged or incorrect items

Please inspect your order on receipt and contact us immediately if an item is faulty, has been damaged in transit, or is not what you ordered.

We will arrange and pay for collection and return delivery. Once we receive the item we will refund the full amount, including the original delivery charge, to your original payment method within 10 days.

If you would prefer the item repaired rather than refunded, we will arrange collection, carry out the repair, and return it to you at no cost.

This does not cover damage caused during the hanging, fixing or installation of an item after delivery.

Nothing in this policy affects your statutory rights.

Made-to-order, bespoke and commissioned pieces

Most pieces in our collection are made to order. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel does not apply to goods that are made to your specification or clearly personalised. This includes commissioned pieces, bespoke sizes, and any item finished to a specification you have chosen.

For these items:

• Your order is confirmed once we accept it and begin work.
• The right to a 14-day cancellation does not apply.
• Your statutory rights if an item is faulty, not as described, or not of satisfactory quality are unaffected.

If you are unsure whether a piece is made to order, ask us before ordering and we will tell you in writing.

Stock items: change of mind

For items held in stock and not made to order:

United Kingdom and European Union. Under the Consumer Contracts Regulations 2013 (UK) and equivalent EU consumer law, you have 14 days from receipt to notify us that you wish to cancel, and a further 14 days from that notification to return the item.

Rest of the world. We offer the same 14-day change-of-mind window as a matter of policy.

Purchases made in person at our studio. 28 days from receipt.

All returned items must be:

• unused and in original, saleable condition;
• in their original packaging, including any labels, tags and protective crating;
• accompanied by proof of purchase.

We reserve the right to refuse a return where an item is not resaleable.

Who pays return delivery

• Faulty, damaged or incorrect items: we pay, worldwide.
• Change of mind: you are responsible for the cost of insured return delivery. For international returns this can be substantial on large or fragile pieces, so please contact us before returning anything and we will advise on crating and carriers.

We strongly recommend insured, tracked return delivery. We cannot refund items that do not reach us.

International orders: duties and import charges

Orders shipped outside the United Kingdom may attract import duties, taxes and customs clearance fees on arrival. These are set by the destination country and are payable by you, not by us. They are not included in the price shown at checkout and are not refundable by us.

If you refuse a delivery or fail to pay import charges and the item is returned to us, we will refund the price of the goods less our outbound shipping, return shipping and any charges levied by the carrier or customs.

Where duties or import taxes have been paid on an item you return, you may be able to reclaim them from your local customs authority. We cannot reclaim them on your behalf.

Refunds

We will let you know once we have received and inspected your return and whether the refund is approved. Approved refunds are issued to your original payment method within 10 days of receipt. Your bank or card issuer may take further time to post the refund.

Refunds are made in the currency of the original transaction. Where you paid in a currency other than pounds sterling, the amount you receive may differ from the amount you paid because of exchange rate movement between purchase and refund. We are not able to compensate for currency fluctuation.

Exchanges

The quickest route is to return the item under the terms above and place a separate order for the piece you want.

Contact

Sean Phelan Mirror Gilding Ltd (company no. 13923287) Registered office: F61 Cherwell Business Village, Southam Road, Banbury, Oxfordshire, OX16 2SP, United Kingdom Returns address, once your return is booked in: Unit 8 Industrial Estate, Old Road, Long Compton, CV36 5LE, United Kingdom Email: sean@studiophelan.com