Effective date: 15 October 2026 | Applies to orders placed through our online shop

We want you to love your weird little things. This policy explains how cancellations, returns and refunds work for standard items and genuinely personalised or made-to-specification orders. Your statutory consumer rights always apply.

1 | Standard items purchased online

You may cancel a standard online order for any reason from the time you order until 14 days after the day you receive it. Please tell us clearly that you wish to cancel by email or by using the model cancellation form below.

After telling us, please send the item back within 14 days. You are responsible for the direct cost of return postage for a change-of-mind return, unless we agree otherwise. We recommend using a tracked service and keeping proof of posting.

We will refund the item price and the cost of our least expensive standard delivery option (where delivery was charged). Any extra amount paid for an upgraded delivery service is not refundable. We will refund within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier, using the original payment method unless agreed otherwise.

You may inspect items as you would in a shop. If handling goes beyond what is necessary to assess them and reduces their value, a lawful deduction may be made.

2 | Custom-made and personalised items

An item is treated as custom-made only where it is genuinely made to your individual specifications or clearly personalised (for example, a one-off design or personalised wording). Simply making an ordinary catalogue item after it is ordered does not automatically make it exempt from cancellation rights.

For genuinely personalised or made-to-specification goods, the usual 14-day change-of-mind cancellation right does not apply. We will explain this before you confirm your custom order.

If you request cancellation before work begins, we will review whether any specifically agreed, non-recoverable materials or other work have already been committed to your order. Where no costs have been incurred, we will normally provide a full refund.

Once custom work has begun, we may offer a discretionary partial refund for a change of mind. Our proposed approach is to retain evidenced, non-recoverable materials purchased specifically for your order and reasonable work already completed, and refund up to 50% of the remaining design/labour portion of the price, depending on progress. Any amount will be explained and agreed in writing; we will not automatically keep an arbitrary percentage or impose an unfair cancellation charge.

For clarity: material costs are not automatically “non-refundable” in every situation. If a cancellation right applies by law, or the item is faulty, not as described or otherwise breaches your statutory rights, the applicable legal remedies take priority over this custom-order arrangement.

3 | Faulty, damaged or incorrect items

If an item arrives faulty, damaged, not as described or incorrect, please contact us as soon as possible with your order number and, if available, photographs so we can put things right. Photos help but are not a condition of your legal rights.

Your rights under the Consumer Rights Act 2015 apply to both standard and custom orders. Depending on the circumstances, you may be entitled to a refund, repair or replacement. We will cover reasonable return costs where required by law. No material-cost deduction or discretionary custom-order percentage will reduce a statutory refund.

4 | Earrings and hygiene

For non-faulty earrings, any hygiene-related restriction on returns will apply only where a legal exception genuinely applies, such as a sealed item that is not suitable for return for health-protection or hygiene reasons once unsealed. We will identify any such seal and restriction clearly before purchase. This does not affect your rights if goods are faulty.

5 | How to request a return or cancellation

Email: [INSERT BUSINESS CONTACT EMAIL] | Order number: [IF AVAILABLE]

Please state whether you are cancelling a standard order, requesting a custom-order cancellation, or reporting a problem. We will provide the return address and next steps. Return address: [INSERT BUSINESS RETURN ADDRESS / SUITABLE BUSINESS ADDRESS]. Do not send returns without contacting us first, but this request does not limit your legal cancellation rights.

Please do not include personal information beyond what is necessary to resolve your request.

6 | Market purchases

For items bought in person at a market, there is generally no automatic change-of-mind return right. We may choose to offer a goodwill exchange or refund, but your statutory rights for faulty, misdescribed or otherwise non-conforming goods remain unaffected.

7 | Model cancellation form (standard online orders)

To: Familiar Vibes — info@familiarvibes.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods: __________________________

Ordered on: __________ Received on: __________

Customer name: __________________________ Customer address: __________________________

Date: __________