Cancellations & Returns
UK & EU Customers — Right of Withdrawal
If you are based in the European Union or United Kingdom, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is your statutory right of withdrawal (cooling-off period).
The 14-day period begins from the date you, or a third party nominated by you, receive the last item in your order.
To exercise your right of withdrawal, please log in to your account and submit a cancellation or return request via your Orders page. You can also contact us at enquiries@shepherds-arts.co.uk
We will send you a confirmation of your withdrawal request by email.
Refunds
Once we have received and inspected the returned goods, we will refund the full purchase price including standard delivery costs within 14 days of receiving your cancellation request (EU customers) or within a reasonable timeframe (UK customers). We may withhold the refund until we have received the goods back.
Return shipping costs are your responsibility unless the item is faulty or not as described.
Condition of Returned Goods
Items must be returned in their original condition. We reserve the right to deduct an amount reflecting any diminished value of the goods if they have been handled beyond what is necessary to establish their nature, characteristics, and functioning.
Exemptions
The right of withdrawal does not apply to:
- Custom or personalised orders made to your specification
- Sealed goods which are not suitable for return due to health or hygiene reasons, once opened
Non-EU/UK Customers
For customers outside the EU and UK, we accept returns within 14 days of delivery for unused items in original condition. Please contact us to discuss a return. Return shipping costs are your responsibility unless the item is faulty or not as described.
Contact
Shepherds, 30 Gillingham Street, London SW1V 1HU, United Kingdom
E: enquiries@shepherds-arts.co.uk / T: 020 7233 9999
