Refund policy

To avoid the need to return an item, we encourage you to carefully look over your order before placing it, and make note of any options, sizes, materials, etc. If you have questions regarding these details, please feel free to email us at  info@fairyglen.com before placing your order.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need provide to your order number that was sent to you at time of purchase from info@fairyglen.com

What is your Return/Exchange Policy?
All returns or exchanges must be reported within 30 days of receiving your order.

All products are inspected for damage & defects before they are shipped.  If you receive a damaged item, we will replace it at no cost to you. Please e-mail or call us before sending any items back. Include a photo of the damaged item (and any damaged packaging) in your email.

We will also gladly exchange any item which you are not satisfied with, just let us know what we can do to help. Please note that we cannot exchange items which were not purchased from Fairy Glen.
As we are a small company, we cannot, unfortunately, cover the shipping costs on returns or exchanges, and you will be responsible for paying both the cost of shipping the item(s) to you, and back to us. This means that if your original order had qualified for free shipping, the cost of us shipping that to you will be deducted from your refund.

Please note that there is also a per item restocking fee for returns, given the work that they create for our warehouse team.

All items must be received back in and inspected before a refund can be issued.

Please see our Refund Policy page for more about returning an item.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received 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 personalized 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

*Please Note* - We CANNOT accept returns on cross stitch patterns, either ones mailed out or sent electronically.

Custom made-to-order items also may not be eligible for return or exchange! This status is noted in red near the top of each item's page.

Unfortunately, we also 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. If you want to swap products out, feel free to e-mail us at info@fairyglen.com

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.

What if I'm buying a Christmas Gift and need to return/exchange after Christmas?
We do extend our return/exchange policy for 15 days after Christmas so you can shop early and not have to worry about the returns.