RETURNS | EXCHANGES | REFUNDS

We want you to be entirely satisfied with your Carousel Shop purchase.

If, for any reason you are not, we will happily assist you in arranging a return, refund or exchange.

Please read the returns policy (below) carefully, then contact us for authorisation and further instructions.

Faulty / Damaged goods

We try, as far as possible, whilst maintaining the integrity of an item’s packaging, to carefully inspect all goods before they are packed and shipped.
Should you receive goods which are faulty, damaged, not as described, or not what was ordered, we request that you notify us within 48 hours of delivery.
We will require a full explanation and, where appropriate, photographic evidence.

Please contact us before you open any damaged outer boxes as we may require these to be returned ‘unopened’ for inspection.

Items which are faulty, damaged, not as described, or not what was ordered will be eligible for free returns (if deemed necessary).
Please do not return such items without authorisation as we are unable to refund postage costs unless it has been previously agreed.

Faulty / damaged items will either have the faulty component replaced, or the item will be replaced in its entirety (at our discretion).
Incorrectly sent items will be replaced with the correct item.

If necessary, a refund can be arranged instead.

Items not returned within 30 days cannot be replaced or refunded except in exceptional circumstances.

Unwanted items

If you change your mind about something you have ordered, or you don’t like it as much as you hoped you would, we can help you arrange a return.

The item must be returned in its original packaging and condition and be fit for re-sale.
All postage costs are the responsibility of the customer.

Please include a copy of the invoice (or a piece of paper with your order number, name and contact details) and state the reason for returning the item and whether you would prefer an exchange or a refund.

We recommend that you return items using Recorded Delivery with a proof of posting, as we cannot accept responsibility for items lost or damaged in transit.

We will ONLY refund via Paypal or to the credit/debit card used.
Please note. The outbound shipping costs and the return postage and packing cannot be refunded unless the item is faulty or an error has been made on our part.
When returning goods which you bought using a discount, offer or free delivery, we will adjust the refund accordingly if you fall below the discount/offer/free delivery threshold, as that discount or offer will no longer apply.

Items returned after 30 days will not be refunded except in exceptional circumstances.

Cancellations / Goods ordered in error

Please notify us as soon as possible if you have ordered something in error or if you wish to cancel your order. We check for cancellation requests first thing in the morning and again around lunchtime.
If a customer requests to cancel an order and it has already been shipped, then they will fall liable for the cost of the delivery to them and also for the return.

We suggest you obtain proof of posting when returning items to us and use a signed for method, as we cannot accept responsibility for items not received.