Refund policy

Returns & Refunds

We want you to love your Cotton & Washi order. If something isn’t quite right, we’re happy to help.

Change-of-mind returns

If you have purchased an item online, you have the legal right to cancel your order within 14 days of receiving it, without giving a reason.

Once you’ve told us you’d like to cancel, you then have a further 14 days to return the item to us.

To request a return, please email us at hello@cottonandwashi.co.uk with your order number and details of the item you’d like to return. Please wait for us to confirm your return before sending your item back.

Items should be returned in their original condition and packaging, where possible, with any tags still attached. You may handle an item as you reasonably would in a shop to check its nature, characteristics and functioning, but we may reduce your refund if the item has been used or handled beyond what is reasonably necessary and its value has been diminished.

You are responsible for the cost of returning an item unless the item is faulty, damaged or incorrectly supplied.

Refunds

Once we receive your returned item, we will inspect it and confirm whether your refund has been approved.

If your return is accepted, we will issue your refund to the original payment method. Refunds will be made within 14 days of receiving the returned item, or sooner where possible.

For a change-of-mind return, we will also refund the cost of the standard delivery option you originally paid for. If you chose a more expensive delivery option, we only need to refund the cost of our standard delivery service.

Please allow additional time for your bank or card provider to process the refund.

Sale items

Sale items are eligible for return in the same way as full-price items, provided they meet the requirements above.

This does not affect your statutory rights if an item is faulty, damaged, not as described or not fit for purpose.

Faulty, damaged or incorrect items

Please check your order when it arrives and contact us as soon as possible if your item is faulty, damaged or you have received the wrong item.

Please email hello@cottonandwashi.co.uk, including your order number and, where helpful, photographs of the item and packaging. We’ll assess the issue and work with you to put it right.

If an item is faulty, damaged or incorrectly supplied, we’ll cover the reasonable cost of returning it where a return is required.

Your statutory rights are not affected by anything in this policy.

Non-returnable items

Some items are excluded from the statutory right to cancel, including personalised or bespoke items made specifically for you, and certain sealed items which cannot be returned for health or hygiene reasons once opened.

If you’re unsure whether an item can be returned, please contact us before purchasing and we’ll be happy to help.

Gifts

If an item was purchased as a gift and is returned under the change-of-mind return policy, any refund will be made to the original purchaser and original payment method.

Exchanges

We don’t currently offer direct exchanges.

If you’d like a different item, the simplest option is to return your original purchase in accordance with our returns policy and place a new order for the item you’d prefer.

Questions?

If you have any questions about returns or refunds, please contact us at:

hello@cottonandwashi.co.uk

We’re always happy to help.