Refund Policy
If you change your mind about an order, particularly if it is a personalised or bespoke order, please contact Treasurable at helpdesk@treasurable.co.uk as soon as possible (within 24 hours). In your email, please clearly state that you are requesting a cancellation and include your order details. If we can cancel it, you will receive an email as confirmation. Once an order has been dispatched, it can no longer be cancelled and you will need to follow the standard returns process as outlined below. If the order is for a personalised or bespoke product and it has been dispatched, you will not be able to get a refund. Please see 'Exceptions / non-returnable items' section below for more information.
Standard Returns
We hope you are delighted with your order. However, if or any reason you are not completely happy with any non-personalised or non-bespoke product from Treasurable, please email us at helpdesk@treasurable.co.uk within 14 days of delivery to request a refund. If your return is accepted, the goods must be returned, unused and in their original condition within 14 days. It is your responsibility to pay the postage of your return. If 28 days have gone by since your purchase, unfortunately, we cannot offer you a refund.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags still attached if applicable, and in its original packaging where possible. You’ll also need the original receipt or proof of purchase.
Please ensure sufficient packaging is used for any returns, so that the item(s) are not damaged in transit, as any loss in value due to damage or use will be deducted from your refund. We recommend you use a recorded delivery service and obtain proof of postage. By sending your return by recorded delivery it means that in the event that we do not receive them you have proof of delivery and can recover your costs from the courier or post office.
You can always contact us for any returns question at helpdesk@treasurable.co.uk.
Faulty/ Damaged Items Received or Missing Order
Please inspect your order as soon as it arrives 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.
In the case of faulty or incorrect items, Treasurable is responsible for paying the return postage.
You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods. Refunds and replacements will be issued upon our receipt of the returned Goods.
In the rare event that the Goods are not delivered, replacement item(s) will be issued which is exact to the item(s) ordered originally. It may not be replaced for another item. A refund may be given if the item(s) is no longer available and there is no suitable substitute. This does not affect your statutory rights.
Exceptions / non-returnable items
We cannot accept cancellations or returns on any bespoke or personalised items unless the item(s) are faulty or defective.
Please note that for hygiene reasons we do not offer any refunds on face pads or face coverings. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We do not offer exchanges. The best 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.
Refunds
For cancellations, we aim to return your payment the same day we cancel the order. Please note that cancellation is not possible once the items have been dispatched (as outlined above).
For returned items, 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 the price of the Goods, as paid by you, and if applicable, the basic delivery charge made at the time of purchase, on your original payment method.
Please remember it may take some time for your bank or credit card company to process and post the refund too. If you have any concerns over the refund, please feel free to contact us.