Refund policy

For any bespoke orders that have been made to your specific requirements, unless they arrive to you damaged, we cannot accept returns.

We genuinely hope you are delighted with your Stanley & Floyd purchase, however in the instance you aren’t please return the item within 30 days of receipt. We will offer you an exchange or refund provided that the goods are returned unused, in a saleable condition, unwashed and repacked in their original packaging please. We can’t fulfil an exchange or refund if this isn’t the case.

Please state the reason you wish to return the item and whether you wish to have a refund or exchange.

Please return to:- Stanley and Floyd, 53 Heron Road, Northstowe, Cambridge CB24 1AS

When returning please ensure the parcel is packaged well to ensure the goods aren’t damaged upon return to us, in this instance we may not be able to offer the exchange or refund. We highly recommend that the returned parcel is sent with proof of postage and with an insured, registered delivery service as we are unable to accept liability for goods lost or damaged in transit to us.

All goods received that are faulty or damaged will be refunded or replaced. Please keep the original packaging and send us photographic evidence of the damaged packaging so we can claim from the postal courier.

If you wish to discuss your returns prior to sending them back please contact me at helen@stanleyandfloyd.co.uk

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of your approval or rejection of your refund. If you are approved then your refund will be processed and a credit will automatically be applied to your original form of payment within a certain amount of days.

All returns, except where the goods are faulty are to be returned and paid for by the customer and are non-refundable.

Product Descriptions

We have worked hard to photograph and describe our products the best we can using measurements and colour description. However the specifications and product details intend to give a general description and there may be a slight variation in the colour and finish. The variation may be due to lighting, product positioning, photographic angle, the item being of handmade or bespoke nature or a technical error.

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

We cannot accept returns on sale items or gift cards.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.