Refund policy

To start a return, the first step is to contact us at hello@boutiquehandleco.com within our 14 day returns window and we will handle the issue for you :)

However, before you do, here are some things to consider:

1. We operate a 14 day return policy. If 14 days have gone by since your parcel was delivered, unfortunately we can’t offer you a refund.
2. We do not offer direct exchanges. If you want to exchange your order then please place a separate order and send back your item (we recommend with a tracking number) within the 14 day returns window timeframe.
3. To be eligible for a return, your products must be in the same condition that you received them and not have been installed or had the screws put in. It is the customer's responsibility to check the entire order upon arrival and inform us within 14 days if anything is not as it should be.
4. In the unlikely event that your parcel arrives damaged, it is the customer's responsibility to check the entire order upon arrival and inform us within 14 days if anything is not as it should be. If we are contacted after the 14 day window, we are under no obligation to send out a replacement or refund you. It is very important to check your entire order upon arrival.
5. In the very unlikely event that you have received the wrong order, please notify us within the 14 day window so we can arrange a replacement to be sent out. If you have not checked your order on arrival and have contacted us outside of the 14 day window you will not be eligible for a free replacement.
6. Please note that you, the customer, shall be responsible for paying all shipping costs for returning your item. As we are based in England, this can be expensive when returning items internationally due to the weight of solid brass. We always recommend ordering a sample in advance to avoid unnecessary returns fees.
7. Shipping costs originally paid for on your order are non-refundable.
8. As the value of most of our orders is high, it is recommended to purchase insurance if returning your order. If your return goes missing in transit or gets damaged in transit then this will come out of your refund. If we do not receive your order back, you will not be eligible for a refund. 
9. Depending on where you live, the time it takes for your return and refund to be processed may vary. Once we receive your return back, we will inspect and refund you within 10 working days.
10. If your return request is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted or refunded.
11. Returns coming from outside the UK and EU will be subject to a 15% restocking fee. This is due to logistical challenges and additional time spent by our team getting your return order through customs when it reaches the UK. It also covers our time checking the condition of your return and restocking it.  
12. Please consider ordering a sample first if you are unsure so that you can check that you are happy with the colour, finish, style and quality before placing a larger order. 
13. Your order may arrive in separate parcels depending on the amount of items you ordered or if you ordered different styles. 
    

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

You have 14 days to contact us and inform us that there is a damage or issue. If you contact us outside of the 14 day window, we, unfortunately, cannot offer you a refund or exchange. It is you, the customer's, responsibility to check the entire order on arrival.  

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@boutiquehandleco.com.