Refund policy
Returns & Refunds
RETURNS - On the rare occasion you need to return an item you have the right, under the Distance Selling Regulation 2014 to cancel an order within 7 days upon receipt of delivery in writing and return the order to us within 14 days of delivery.
If you choose to cancel your order and it has already been dispatched you are to return the item to us at your own cost and once we receive it back you will be refunded minus the original postage costs as long as it arrives undamaged and in a resakeabkecondition.
Returns eligible for refund or exchange must be returned to us in the original packaging, un-altered and arrive undamaged within 14 days of receipt. Orders returned beyond this time will not be eligible for refund or exchange.
We would advise orders that are being returned, to be done so using a guaranteed or signed for service - parcels do and can get both lost and damaged in transit.
PLEASE NOTE: Your right to return products does NOT apply to products which fall into the following categories unless they are faulty or not as described: Bespoke made to measure and/or personalised goods, gift cards and sale items are non returnable.
FAULTY ITEMS - On the rare occasion you receive an item which is deemed faulty you must notify us in writing within 7 days of receipt. Discretion on whether the item is deemed faulty shall remain with ourselves as some hand made or vintage style items have minor imperfections intentionally. If it is agreed the item is faulty we will refund the item along with the original shipping cost however we will not pay or refund the cost of the return postage.
In order to receive a refund the item must be returned to us in its original packaging and in a resaleable condition. Any returns received further damaged than originally disclosed will not be refunded. We would advise orders that are being returned, to be done so using a guaranteed or signed for service - parcels do and can get both lost and damaged in transit.
PLEASE NOTE: All of our frames are hand made using natural wood and there will be slight irregularities in the texture, grain and finish of the wood including knots and colour of the stains used may appear slightly different across each piece of wood. We consider the above to be part of its natural charm and patina and as such is not considered a defect so is therefore not eligible for a refund or exchange on this basis.
Your right to return Products does NOT apply to products which fall into the following categories unless they are faulty or not as described: Bespoke made to measure and/or personalised goods, Gift Cards and Sale Items are non returnable.
DAMAGE IN TRANSIT - In the unfortunate event that your order is damaged in transit, customers should refuse the delivery where damage is obvious otherwise must inform us in writing with photographic evidence of the damage within 24 hours of the delivery in order to receive a replacement or refund - the decision to send a replacement will be made at our discretion.
We will not be liable for the cost of postage for any returned items, however if a new item is shipped out as a replacement, we will cover this charge. Any missing or incorrect items from your order must be reported to us within 2 days of receipt of delivery - claims after that period will not be honoured.
PLEASE NOTE: We would advise orders that are being returned, to be done so using a guaranteed or signed for service - parcels do and can get lost in transit. If we do not receive receipt of the return within the time frame we will be unable to process a refund.
Parcels are to be returned to the following address with your order number, name and address clearly marked inside:-
Returns at:-
The Hidden Place
Unit 7 Ogmore Crescent
Bridgend Industrial Estate
Bridgend
CF31 3TE