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

To start a return, you can contact us at info@fairyglen.com. If your return is accepted, we’ll send you instructions on how to go about the process. Items sent back to us without first requesting a return will not be accepted.

For non-damaged product returns, you are responsible for all costs associated with shipping. This means both the cost of shipping the item(s) back to us, as well as any of the initial costs of us shipping the item(s) to you. If your order had qualified for free shipping, then both our cost to ship to you and any return shipping costs will be deducted from your refund amount.
Please note that there is also a per item restocking fee for returns, given the work that they create for our warehouse team.
Please understand that we are a small business and can not cover these charges. 

Once the item is returned and inspected,  we will issue the refund minus any shipping costs.

You can always contact us for any return question at info@fairyglen.com.

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.

We cannot accept returns on cross stitch patterns, either ones mailed out or sent electronically.

We cannot accept returns on custom, made-to-order items. 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.