Returns Policy

A little care, every step of the way.

We hope every Sprinkles Muse discovery brings a little joy.

If something isn't quite right, we're here to help.

This policy explains how returns, cancellations and refunds work for purchases made through our online shop, as well as the arrangements for purchases made in person.

Changed Your Mind?

If you've changed your mind about an online purchase, you can usually cancel your order within 14 days of receiving it.

Simply email us at hello@sprinklesmuse.com within this period to let us know. You don't need to give a reason, although your feedback is always welcome.

Once you've notified us, you'll have a further 14 days to return your items.

You can also cancel an eligible order before delivery.

Certain legal exceptions apply, including some personalised or bespoke products.

How to Request a Return

Please email:

hello@sprinklesmuse.com

Include your order number and details of the item you would like to return.

We'll provide the appropriate return address and instructions to help you package your item securely.

You do not need to wait for our approval to exercise a valid statutory cancellation right, provided you notify us within the applicable period.

You may also use the model cancellation form at the end of this policy.

Return Postage

For change-of-mind returns, customers are responsible for the direct cost of returning their items.

We recommend a tracked and suitably insured delivery service, particularly for jewellery, gemstones and delicate objects.

Please package your items carefully and retain proof of postage.

For large or heavy products that cannot normally be returned by post, applicable return arrangements and estimated costs will be clearly explained before purchase.

Where an item is faulty, not as described or otherwise fails to meet your statutory rights, we will cover reasonable return costs where required by law.

Fragile Items & Return Assessment

Natural gemstones, crystal clusters and mineral specimens can be delicate and should be handled with care.

Selected fragile pieces may be inspected, photographed and documented before dispatch.

You're welcome to examine and try your purchase as you reasonably would in a shop.

Please return accompanying packaging, gemstone information cards and accessories where reasonably possible to help protect the item during transit.

Returned items may be inspected upon receipt.

If handling beyond what is reasonably necessary to examine an item has reduced its value, we may make an appropriate deduction from a change-of-mind refund where permitted by law.

Accidental drops, impacts or improper handling after delivery do not, by themselves, constitute a product fault.

If damage is reported, we may review photographs, dispatch records, delivery information and the circumstances of the damage to help establish what happened.

Requests for additional returns or exchanges beyond our statutory obligations will be considered on a case-by-case basis at the discretion of Sprinkles Muse.

Nothing in this section limits your statutory consumer rights.

Refunds

For a valid statutory cancellation, we will refund the price of the cancelled goods and any applicable basic outbound delivery charge in accordance with UK consumer law.

Where a more expensive delivery service was selected, we are only required to refund the equivalent standard delivery charge.

Refunds will be made using the original payment method unless otherwise agreed.

We will process refunds without undue delay and within the applicable legal timeframe.

For returned goods, we may wait until the items are received or you provide evidence that they have been sent back, whichever is earlier. The refund will then be made within 14 days of the relevant event.

We do not charge administrative or processing fees for exercising statutory cancellation rights.

For partial cancellations, any delivery refund will be determined in accordance with applicable law and the circumstances of the order.

Personalised & Bespoke Orders

Some goods made to your individual specifications or clearly personalised for you may be exempt from the standard change-of-mind cancellation right.

Where an exemption applies, we will explain it before purchase.

Handmade pieces, small-batch creations, limited editions and discounted products are not automatically exempt from statutory cancellation rights.

Your rights concerning faulty or misdescribed goods remain unaffected.

Sale & Archive Pieces

Sale and Archive Sale items retain their statutory consumer rights.

Where an online purchase qualifies for statutory cancellation, those rights continue to apply even when the item was purchased at a reduced price.

Exchanges

We do not currently offer direct exchanges for change-of-mind purchases.

If you'd prefer a different size, colour or design, you may return an eligible online order under this policy and place a new order.

This does not affect any statutory right to a repair, replacement or other appropriate remedy for faulty or misdescribed goods.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, is incorrect or develops a fault, please contact us as soon as possible.

Email: hello@sprinklesmuse.com

Please include your order number, a description of the issue and photographs where available.

For damaged deliveries, photographs of the outer packaging and protective materials can help us investigate the issue.

We will review the circumstances and provide an appropriate remedy in accordance with the Consumer Rights Act 2015.

Depending on the circumstances, this may include a refund, repair or replacement.

Your statutory rights are not restricted by voluntary reporting deadlines or additional return conditions.

Purchases Made in Person

For goods purchased directly in person at our market stalls, we do not generally offer refunds or exchanges simply because you've changed your mind, unless otherwise agreed.

Your statutory rights concerning faulty or misdescribed goods remain unaffected.

Orders purchased online for collection remain subject to the cancellation rules applicable to online purchases.

Your Statutory Rights

Nothing in this policy excludes, restricts or affects your statutory consumer rights under applicable UK law.

Contact Us

For returns, cancellations or assistance, please contact:

Sprinkles Muse

Email: hello@sprinklesmuse.com

Please contact us for the appropriate return address before sending items back.

Model Cancellation Form

You may use this form to cancel an eligible online purchase, although you are not required to use it.

To: Sprinkles Muse

Email: hello@sprinklesmuse.com

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Goods ordered:

Order date:

Date received:

Name of consumer(s):

Address of consumer(s):

Signature (only if submitted on paper):

Date: