Returns & Refunds
I hope you are happy with your Maggie Atelier purchase. If you change your mind or there is a problem with your order, please read the information below.
Returns – Online Orders
You have the right to cancel an eligible online purchase within 14 days of receiving your order, without giving a reason.
To request a return, please contact:
within 14 days of receiving your order.
Once you have notified Maggie Atelier that you wish to cancel, you have a further 14 days to return the item.
Please contact me before sending your return so that I can provide the appropriate return instructions.
Condition of Returned Items
You may inspect an item as you would reasonably be able to do in a shop.
Returned items should be sent back in their original condition and, where possible, with their original packaging, labels and product information.
If an item has been handled beyond what is reasonably necessary to inspect it and its value has been reduced as a result, a deduction may be made from the refund where permitted by law.
Yarns, Cords & Crochet Supplies
Yarns, cords and crochet supplies may be returned under the standard cancellation policy above, provided they have not been used, altered, cut or otherwise damaged beyond what is reasonably necessary to inspect them.
Please take particular care with yarn labels and packaging when inspecting your purchase.
If you are returning multiple balls or cakes of yarn from the same order, please ensure that each item being returned is included.
Handmade Items
Ready-made items from the Maggie Atelier Handmade Collection may be returned under the standard cancellation policy above.
As handmade products are individually created, small variations in shape, size, stitch placement or finish are part of their handmade character and do not necessarily constitute a fault.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
Personalised & Custom-Made Items
Items that are genuinely personalised or made to your individual specifications may not be eligible for cancellation or return simply because you have changed your mind.
This does not affect your rights if the item is faulty, damaged or not as described.
Where an item is excluded from the standard cancellation right because it is personalised or made to individual specifications, this will be made clear before you place your order.
Return Postage
Unless an item is faulty, damaged or not as described, you are responsible for the cost of returning the item.
I recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.
Refunds
Once your return has been received, it will be inspected and your refund will be processed in accordance with your consumer rights.
Eligible refunds will be made using the original payment method.
Where you exercise your statutory right to cancel an online order, any standard delivery charge paid for the original order will also be refunded. If you selected a more expensive delivery option, only the cost equivalent to the standard delivery service will be refunded.
Refunds will be made within the applicable legal timeframe and, where relevant, no later than 14 days after the returned goods are received or evidence of their return is provided.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged, incorrect or not as described, please contact me as soon as possible at:
Please include your order number and, where helpful, photographs showing the problem.
I will work with you to resolve the issue in accordance with your statutory consumer rights.
Where goods are faulty, damaged, incorrect or not as described, your legal rights are not affected by the standard returns policy.
Exchanges
Maggie Atelier does not currently operate a standard exchange service.
If you would like a different colour or product, please return the eligible item in accordance with this policy and place a new order, subject to availability.
How to Start a Return
Before returning an item, please email:
Please include:
• your name
• your order number
• the item(s) you wish to return
• the reason for contacting us, where relevant
Return instructions will then be provided.
Please do not send returns without contacting Maggie Atelier first.
Your Consumer Rights
Nothing in this Returns & Refunds Policy limits or excludes your statutory rights under UK consumer law.
For questions about a return, refund or an order, please contact:
Maggie Atelier
contact@maggieatelier.co.uk