Returns and refunds

Changed your mind? That's allowed. Here's how it works.

Cancelling an order

• You have 14 days from the day your order arrives to tell us you'd like to cancel. You don't need to give a reason.

• Once you've told us, you have another 14 days to send it back. Please return it unused and in the condition it arrived.

• Return postage is yours to cover, unless the item is faulty or we sent the wrong thing. Use a tracked service, as we can't refund something that never reaches us.

• We'll refund you within 14 days of getting the item back, or of you sending proof of postage, whichever is sooner. That includes the original standard delivery charge if you return the whole order. The refund goes to your original payment method.

Things made to your request

If you ask us to make something to your own specification, it can't be returned unless it's faulty. We'll always confirm this with you before we start.

Faulty or damaged items

If something arrives damaged or develops a fault, tell us within 30 days of delivery and include a photo if you can. We'll replace it or refund you in full, including postage. Handmade means small variations, but a fault is a fault and we'll put it right.

Bought from us at a market?

The 14-day cancellation right covers online orders only. If something you bought in person turns out to be faulty, get in touch and we'll sort it.

How to start a return

Email hello@byyoulondon.co.uk with your order number and what you'd like to return. We'll reply with the return address.

These terms don't affect your statutory rights.

Last updated: 1 November 2026