Returns, Refunds and Cancellations Policy
Last updated: July 2026
I hope that you are delighted with your Make and Fable order. As Make and Fable is a small, independent business run by one person, please contact me before returning anything so that I can help you with your return.
Nothing in this policy affects your statutory rights.
Changing your mind
When you buy most physical products from the Make and Fable website, you have the legal right to change your mind and cancel your order.
You must tell me that you wish to cancel within 14 days of receiving your order. After notifying me, you have a further 14 days to return the goods.
To request a return, please contact me at emma@makeandfable.com, quoting your name and order number. I will provide the return address and instructions.
Please do not return an order without contacting me first.
Condition of returned products
You may inspect a product in the same way that you reasonably could in a shop. Returned products should be kept in good condition and, where possible, returned with their original packaging, instructions and components.
You may open a craft kit to inspect its contents. However, please do not begin making the project, cut or use the materials, or separate and alter the kit contents if you intend to return it.
I may make a reasonable deduction from your refund if the value of a product has been reduced because it has been handled more than was necessary to inspect it.
Return postage
For returns made because you have changed your mind, you are responsible for the cost of returning the order.
I recommend obtaining proof of postage and using an appropriate tracked or insured service, particularly for higher-value orders. You remain responsible for the return until it reaches me.
The cost of returning faulty, damaged, incorrect or misdescribed products will be covered by Make and Fable. Please contact me before sending the item so that suitable return arrangements can be agreed.
Refunds
For an eligible change-of-mind cancellation, I will refund:
- the price paid for the returned products; and
- the cost of my least expensive standard delivery option available for your order.
If you selected a more expensive delivery service, such as an express or upgraded service, the additional delivery cost will not normally be refunded.
Refunds will usually be made using the original payment method. I may wait until I have received the returned products, or you have provided evidence that they have been sent back, before issuing the refund.
The refund will be made within 14 days of receiving the returned products or receiving evidence that you have sent them back, whichever is earlier.
Your bank or payment provider may take additional time (sometimes 2-3 working days) to place the money back into your account.
Products that cannot be returned because you have changed your mind
The legal right to cancel does not apply to:
- products made to your individual specifications;
- clearly personalised or customised products; or
- digital downloads once downloading or access has begun, where you expressly agreed to receive the digital content immediately and acknowledged that you would lose your cancellation right.
Choosing from standard options offered on the website, such as an existing colour or kit variation, does not necessarily make a product personalised.
These exclusions do not affect your rights where a product is faulty, damaged, not as described or otherwise does not meet the requirements of UK consumer law.
Digital products
Digital products are supplied electronically and are not returned in the same way as physical goods.
Where you ask to receive a digital product immediately and acknowledge that this means losing your 14-day cancellation right, you will not normally be able to cancel simply because you have changed your mind once access or downloading has begun.
Please contact me if a digital product is faulty, inaccessible, not as described or does not work as it reasonably should.
Faulty, damaged or incorrect orders
Please contact me as soon as possible if your order:
- arrives damaged;
- contains the wrong product;
- is missing an item;
- is faulty;
- is not as described; or
- is not fit for its intended purpose.
Please include your order number, a description of the problem and, where appropriate, clear photographs of the product and packaging. Photographs help me understand what has happened and resolve the matter quickly, but they do not replace your legal rights.
Depending on the circumstances and your legal rights, I may offer a refund, repair, replacement or another appropriate solution.
Goods that are faulty, not as described or not fit for purpose may normally be rejected for a full refund within 30 days of delivery. Further rights may apply after the initial 30-day period, including a repair or replacement.
Make and Fable will cover reasonable return costs where the product is confirmed to be faulty, damaged, incorrect or misdescribed.
Minor variations in handmade and craft products
Some Make and Fable products contain natural, handmade, hand-cut, hand-dyed or small-batch materials. There may therefore be minor differences in colour, texture, dimensions or finish.
Computer and phone screens can also display colours differently.
Small variations of this kind are not normally faults, provided the product remains consistent with its description and images. This does not affect your rights if the product is materially different from what was advertised.
Cancelling before dispatch
Please contact me as soon as possible if you need to cancel or amend an order.
If your order has not yet been processed or dispatched, I will try to cancel or change it. Because Make and Fable is run by one person and some orders are prepared shortly after being received, I cannot guarantee that an amendment will be possible.
If the order has already been dispatched, you can use the change-of-mind return process described above, unless an exclusion applies.
Orders returned because they were not collected or the address was incorrect
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned to me because the address supplied was incorrect, delivery was refused or the parcel was not collected, I will contact you to discuss redelivery or a refund.
Any refund will be handled in accordance with your legal rights. Where the failed delivery was caused by an incorrect address supplied by the customer or a failure to collect the parcel, reasonable delivery or redelivery costs may be deducted or charged where legally permitted.
If the delivery problem was caused by Make and Fable or the delivery provider, you will not be charged for putting it right.
International orders
This policy is primarily written for customers in the United Kingdom.
International customers may also have mandatory consumer rights under the laws that apply in their country. Nothing in this policy is intended to remove any rights that cannot legally be excluded.
International customers are responsible for return postage on change-of-mind returns unless local consumer law requires otherwise. Original customs duties, import VAT and handling charges are normally controlled by the relevant authorities or delivery provider and may not be refundable by Make and Fable.
Please contact me before returning an international order.
How to request a return
To request a return or report a problem, please contact:
Make and Fable
Email: emma@makeandfable.com
Order information required: your name and order number
Please wait for return instructions before posting anything back.
A return address will be provided after your return request has been accepted. The address used on the original parcel may not be the correct address for processing returns.
