Refund policy
Last updated: 17 June 2026
We want you to be happy with your purchase. If you have any issue with your order, please contact us at Cat@clavisandclaustra.co.uk and we will do our best to help.
This policy does not affect your statutory rights.
Change of mind returns
If you bought an item online, you may have the right to cancel your order within 14 days of receiving it.
To cancel, please contact us at Cat@clavisandclaustra.co.uk within 14 days of receiving your order. You then have a further 14 days to return the item to us.
Returned items should be unused, in their original condition and, where possible, in their original packaging.
Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning the item.
Items that may not be returnable
Some items may not be eligible for change-of-mind returns, including:
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personalised or custom-made items
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items made to your specifications
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items that have been used, damaged or altered after delivery
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sealed items that are not suitable for return for hygiene reasons once opened
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any other items that cannot be returned under applicable consumer law
If an item is excluded from change-of-mind returns, this will be made clear where relevant.
Damages and issues
Please check your order as soon as you receive it and contact us right away if the item is defective, damaged, incorrect or not as described.
Please email Cat@clavisandclaustra.co.uk with:
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your order number
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a description of the issue
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photographs of the item and packaging, where relevant
We will review the issue and work with you to make it right. This may include a replacement, repair, refund or return arrangement, depending on the circumstances.
Refunds
Once we have received and inspected your return, we will let you know whether your refund has been approved.
If approved, your refund will be made to your original payment method.
Please allow time for your bank, card provider or payment provider to process the refund.
Return postage
Unless the item is faulty, damaged, incorrect or not as described, you are responsible for return postage costs.
We recommend using a tracked service and keeping proof of postage, as we cannot be responsible for returns lost in transit.
Contact
For returns, refunds or order issues, contact:
Clavis & Claustra
5 Lord’s Close
Giggleswick
North Yorkshire
BD24 0EG
United Kingdom