Refund policy

Return, refunds and cancellation policy

Thanks for shopping with The Artisan Storeroom. If you are not entirely satisfied with your purchase, we're here to help. For returns, the item does need to be returned to us in its original condition within 14 days of receiving it and a credit note will be issued. There is an exception for international orders, commissioned works, artwork and pre-orders, so please see below for details against each of these.

We only offer refunds for faulty goods. Read on for full details.

Returns

We ask that you choose carefully, as much as we like to be flexible, we do not give refunds if you simply change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty or have been wrongfully described. You have 14 days to return an item from the date you received it.

To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging and have all tags attached. The Artisan Storeroom reserves the right to deny a refund or credit if the item is not returned in the specified condition. Your item needs to have the receipt or proof of purchase. Original shipping and freight charges are non-refundable for change of mind. Please take special care with packaging an item to return it to us to ensure it is returned in its original condition. If it is an option for you, we would prefer you to return your item to the store.

Repeated Returns

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and managed at our discretion.

International Returns

Unfortunately, we are unable to honour change of mind returns for international orders.

Exchanges

We offer exchanges in the form of a credit note with The Artisan Storeroom. We do not offer exchanges after a 14-day period. If an in-store pick up product needs to be returned, we require that it be returned within 10 days of email or phone call notification that your order is ready to be collected.

Refunds

Refunds are only offered for faulty goods that do not match the description or do not perform to their function. Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.

Damaged Goods - Refund Policy

It is the buyers' responsibility to inspect the goods within 48 hours of delivery. We must be notified in writing of any damages upon receipt of goods, including proof of damages during this period.

Pre Order and Cancellations

Based on the nature of our business, there are times where items will be pre-ordered. We require a 50% deposit for all pre-orders. This deposit is non-refundable. If you do change your mind before your item arrives, we need you to do this within 10 days. A credit note will then apply.

Commissioned Items

The buyer has the responsibility to ensure all made to order and customised items are what they are after. We do not offer a refund for made to order and customised items due to change of mind. Deposits on commissioned items are non-refundable.

Artwork

Due the nature of original artwork, once you have placed and confirmed your order, artwork is non-refundable due to change of mind.

Gift Vouchers

All The Artisan Storeroom gift vouchers are redeemable for merchandise only and can be used in store or online. They are not exchangeable for cash, nor are they transferable.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. When sending returned items to The Artisan Storeroom we recommend that you use registered post as we do not take responsibility for the loss of items being returned and this may result in us being unable to process your refund or exchange. Shipping and handling costs are non-refundable. Packages that arrive COD may be denied, or the COD amount deducted from your return.

Sales & Promotions

Very occasionally we may extend a promotion or sale to our customers. Sale prices are strictly applicable to new orders & new invoices only, between the advertised sale dates. Sales will always exclude existing pre-orders and purchases.