Refund Policy
Returns Policy
We want you to be completely happy with your purchase. However, if you are not fully satisfied, you may return your playmat to us in accordance with the policy below.
This policy outlines the returns procedure for goods purchased through the online store operated by Little Fae.
To be eligible for a return, your item must be unused, in the same condition as received, and returned in the original, undamaged packaging.
Certain services or items cannot be returned, including gift cards, gift wrapping, sale items, and outlet playmats. Outlet playmats are sold as non-refundable, in line with our Terms and Conditions and the Consumer Contracts Regulations 2013, which allow exceptions for clearance or imperfect goods when clearly described prior to purchase.
Under the Consumer Contracts Regulations, if you change your mind within 14 working days of delivery, you are entitled to a refund for the item(s) returned.
The original delivery cost (£12.95) will be deducted from your refund if it was charged.
You are responsible for the return shipping costs.
Sale, outlet and custom-made items are non-refundable.
If your item is faulty, damaged, or not as described, please contact us within 48 hours of delivery by emailing info@littlefae.co.uk with your order details and clear photos of the issue. We may be able to resolve the problem without requiring a return.
If you wish to return a physical product, please email us first to notify us of the return and obtain instructions.
Once your return has been received and inspected, we will contact you to confirm whether your refund has been approved. If approved, a refund will be issued to your original payment method within a few days.
Please include your order number inside the parcel.
Returns must include all original packaging and the item must be unused.
We cannot be held responsible for returns lost in transit — please ensure your parcel is fully tracked and insured.
We recommend using Parcelforce, as their service is tracked and protected.
If you’ve been notified that a refund has been issued but haven’t received it, please check your bank or card statement. Some providers take several days to process refunds. If it still hasn’t appeared, please contact your bank before emailing us at info@littlefae.co.uk.
If your order was purchased using a discount code, your refund will reflect the amount paid, not the original retail price.
Items purchased in a sale are non-refundable if you have simply changed your mind. Please contact us before purchase if you are unsure.
If your order included a free gift, it must be returned unopened with all packaging/tags attached to receive a full refund (minus shipping fees). If the gift is not returned, the full value will be deducted from your refund.
Please ensure your order number is enclosed and that you provide tracking details once the return has been sent, so we can ensure someone is available to receive it.
