returns Information
We want you to feel completely confident when ordering from Hope & Hart. If you need to make a return or exchange, 14-Day Right to Cancel (Physical Goods)
Under the Consumer Contracts Regulations 2013, you have the statutory right to change your mind and cancel your order of physical items within 14 calendar days of receiving your delivery.
Please Note: We only accept returns via post.
Return Conditions:
Items must be unused, unopened, and in their original packaging. Embroidery kits must still contain all original threads, printed fabric, needles, and inserts in pristine, re-sellable condition.
Once you notify us of your intent to return, you have a further 14 days to post the goods back to us.
Return Postage: For standard change-of-mind returns, the customer is responsible for the cost of return postage. We strongly recommend using a tracked service (such as Royal Mail Tracked 48), as we can only process refunds once the item is safely received back at our studio. Please retain all proof of postage and tracking information.
Exemptions: Non-Returnable Items
In accordance with UK statutory cancellation exceptions, the following products cannot be cancelled, returned, or refunded (unless faulty):
Digital Downloads (PDF Patterns, E-Books): By purchasing and downloading digital files, you give express consent for immediate delivery and acknowledge that your statutory 14-day right of cancellation is waived once file access or download has commenced.
Personalised & Made-to-Order Items: Any custom portrait, bespoke keepsake, or made-to-order hoop cannot be cancelled or returned once production has started.
Faulty, Damaged, or Incorrect Goods
Every Hope & Hart project is made with care, but if a product arrives damaged or missing a component, your statutory rights are fully protected:
Under the Consumer Rights Act 2015, you are entitled to a full refund if goods are faulty, not as described, or unfit for purpose within 30 days of delivery.
For faulty items, Hope & Hart covers standard return shipping costs. Please email hello@hopeandhart.com with clear photos and a brief description of the defect before returning, and we will provide a pre-paid return slip or reimburse standard postage.
How to Start a Return
Email Us: Contact hello@hopeandhart.com quoting your order number, the item you wish to return, and the reason.
Package Safely: Securely repack the item to ensure it is not damaged in transit.
Refund Processing: Once your return is received and inspected, we will notify you by email. Approved refunds are credited back to your original payment method within 14 calendar days of receipt (including standard outward shipping where required by law).our policy is set out below in accordance with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.