Returns & Refunds Policy

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Last updated: February 2026

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We want you to love your purchase! This policy explains your rights to return items or request a refund, in line with UK consumer law. Nothing in this policy affects your statutory rights.

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1. Your Legal Rights (Faulty, Damaged, or Incorrect Items) Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose, as described, and last a reasonable length of time.  If an item is faulty, not as described, or damaged on arrival, you are entitled to a repair, replacement, or full refund (including original delivery costs). 

For most issues within the first 6 months, we assume the fault was present at delivery unless proven otherwise. 

Contact us as soon as possible (ideally within 30 days) at thecreatures@followthecreatures.com with photos/details if possible — we'll arrange collection or a return label where needed and process your refund/replacement quickly.

 

2. Cooling-Off Period (Change of Mind) – Online Orders.  For purchases made online or at a distance, you have the right under the Consumer Contracts Regulations 2013 to cancel and return most items for any reason (or no reason) within:  14 days from the day after you (or someone you nominate) receive the goods to notify us of cancellation. 

Then another 14 days to return the item(s) to us.

 

This applies to paperback books, t-shirts, greetings cards and beanie hats, provided they are returned unused, in original condition, with all tags/labels attached, and in original packaging where possible.  Exceptions (non-returnable under change-of-mind rights):  Items that have been personalised or custom-made. 

Sealed items unsealed for hygiene reasons (if applicable).

 

3. Return Process.  To start a return (change of mind or faulty), email us at thecreatures@followthecreatures.com or use our contact form within the relevant timeframe. Include your order number and reason. 

We'll provide instructions and, where required, a returns label or collection details. 

Return items to: Summit House

4-5 Mitchell Street

Edinburgh

EH6 7BD

 

You are responsible for return postage costs for change-of-mind returns (unless the item is faulty/damaged/incorrect, in which case we cover it). 

We recommend using a tracked service and keeping proof of postage.

 

4. Refunds:  Refunds will be issued to your original payment method. 

We process refunds within 14 days of receiving the returned item(s) (or proof of postage for faulty items). 

For change-of-mind returns, we refund the item price but not the original delivery charge (unless the whole order is returned). 

We do not deduct any restocking fees for standard returns in good condition.

 

5. Important Notes:  Items must be returned in a resalable condition: unworn/unused (for apparel), undamaged, with tags attached, and in original packaging if possible. We may refuse or offer a partial refund if items are damaged due to customer handling. 

If an item arrives damaged in transit, notify us within 7 days for quickest resolution. 

For any questions or issues, please contact us at thecreatures@followthecreatures.com — we're here to help!

 

Thank you for shopping with us. We appreciate your understanding and aim to make the process as smooth as possible.​

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