Refund policy

Returns, Refunds & Exchanges

Please inspect your item upon delivery.  If you notice a fault with your item after delivery, please contact our team at info@arthurcameron.co.uk within seven days.

Please provide clear photographs of the fault, together with your order number and details of the issue, so we can assess it and provide appropriate assistance. You will then have 30 days from the delivery date to return the item to us.

All original packaging must be retained, as replacements cannot be provided. For items with warranties (such as Hermle clocks), packaging should be kept for the full warranty period.

Return or exchange requests must be made within this same 7-day period, and items must be received back with us within 30 days of delivery. Items must be unused, in original condition, and returned with all original packaging, tags, and protective materials. Returns are at the customer’s expense, excluding sheepskin clothing and slippers, which qualify for free returns (in the UK only).

Once your return has been received and inspected, we’ll confirm whether your refund has been approved. Approved refunds are issued automatically to the original payment method - please allow up to 5 working days for the refund to appear. Items that do not meet the return conditions will not be eligible for a refund.

If you’d like a different item, the quickest option is to return the original purchase and place a new order once your refund has been processed.

Christmas Extended Returns - Footwear & Clothing

To make Christmas shopping a little easier, footwear and clothing purchased between 1st November and 23rd December qualify for our extended Christmas returns period. Eligible items can be returned to us up to and including 14th January, provided they are unused, in their original condition and returned with all original packaging and tags.

Non-Returnable Items

We’re unable to accept returns on custom or personalised items. If you’re unsure whether your item qualifies for return, please contact us before sending it back.

Natural Variations

Many of our products are hand-crafted using natural materials.

• Variations in size, colour, weave, or finish are part of their character and are not considered faults.
• Occasional stray wicker in packaging is normal.
• Minor weave imperfections can often be carefully trimmed with scissors or secateurs.
  

Only significant damage that affects the usability of the item will be considered a fault.

How to Return an Item

1. Carefully repack your item using its original packaging and ensure it is well protected for transit.

2. Include your original invoice, or a note containing:

• Your name
• Order ID
• Delivery address
• Contact details
• Whether you are requesting a refund or exchange (including size, colour, or style if applicable)

3. Send your parcel to:

Arthur Cameron Ltd
Day House Hive
Wickwar Road
Kingswood
Gloucestershire
GL12 8JU

Return Labels & Postage

• If your parcel measures under 60 × 45 × 45 cm, you can purchase a Royal Mail return label for £4.00. (Labels can be printed at home or presented as a QR code at the Post Office.) Purchase Returns Label Here
• For larger parcels, we recommend using a courier comparison service such as parcel2go.com to find the most cost-effective option.
• Clothing and footwear qualify for free returns within the UK. Please email info@arthurcameron.co.uk for your free return label.