Returns Policy

Framed or Personalised Items All other Items

If for any reason you are unhappy with any other item, you can request a refund/exchange/cancellation within 14 working days from the date of physical delivery. You must return it to us within 14 days of your refund request and within 28 days of your receipt of the product, for a full refund (including original postage cost) or exchange, as long as it is unused and in its original packaging. For exchanges, if additional fees apply we will contact you for payment. If a partial or full refund is required, it will be issued back via the original method of payment within 14 days of our receipt of the product returned to us.

We are not able to refund any return postage charges. You are responsible and liable for the return carriage charges and we recommend that adequate insurances are put in place as we cannot accept liability and/or responsibility for an item lost in transit to us during the return.

Please let us know via email to esmayluckart@gmail.com that you wish to return an item and advise whether it will be for a refund or exchange. This way, if it is for an exchange we can check and allocate stock for you.

You will receive confirmation of your request and the address to send it to.

Parcels are returned at your own cost. We strongly recommend you obtain a free certificate of postage from the Post Office and adequate insurances are put in place as we are only responsible for your parcel once it has been received into our store. We cannot accept liability and/or responsibility for an item lost in transit to us during the return. Items lost in transit will not be treated as returned.

Please enclose with your return, written confirmation of whether the item is for a refund or exchange.

Return address

Please email: esmayluckart@gmail.com to receive an address to return your items to.

Goods Damaged In Transit

In the event of a product being damaged on receipt, please notify us immediately (or no later than 7 days) via email and include pictures of the issue. Then send it back to us for inspection. If this action is not carried out and reported within 7 days it will be deemed that the Buyer has accepted the Goods.

Under no circumstances must a product be used/hung when damaged, as you will be deemed to have accepted it in its damaged condition. Before a replacement product or refund can be issued, the product must be returned for our inspection.

All postage and packaging fees will be reimbursed for valid damage claims.