We offer a 21 calendar day cancellation period in which you can notify Countess Ablaze of your intent to cancel your order. This cooling-off period becomes active from the day you receive your order. You must email us first before returning an order.
You are responsible for the cost of return postage unless the item is deemed to be faulty.
A refund shall be made within 14 calendar days of receipt of the item. It is your responsibility to send back and obtain proof of postage. In the likelihood of the returned product going missing in transit, you are to pursue your postage provider for compensation as the product is legally yours until a refund is issued.
Items must be returned in the original condition, with original packaging and must be free from scent and animal hair. Items not in original condition cannot be resold and will be returned to you and a refund or exchange will not be issued.
REFUND : CAN I RETURN AN ORDER IF I AM OUTSIDE THE UK?
You can, yes.
Items returned from outside the UK must be clearly marked on the customs label as "returned merchandise" so as not to attract import duty / VAT. Please also write "Returning to the country of origin" on the package too.
If you attempt to return the yarn incorrectly and we receive a customs fee notification, this will be ignored and the items will automatically be returned to you by Royal Mail, and no refund will be issued.