Returns & cancellations

If you change your mind, you have 14 days from the day your order arrives to tell us you want to cancel, and a further 14 days to send it back. This is your legal right under the Consumer Contracts Regulations 2013, and nothing on this page takes it away.

How to cancel

Email shop@pickbury.co.uk with your order number and what you are sending back. You do not have to give a reason. We will reply with the return address.

Getting your money back

  • We refund within 14 days of receiving the goods back, or of proof you have sent them.
  • Refunds go to the card you paid with, including the standard delivery you paid on the way out.
  • If you chose a faster delivery than our standard one, we refund the standard cost.
  • Return postage is yours to pay unless the item is faulty or we sent the wrong thing.

Items should come back in a condition you could have inspected them in a shop. If you have handled something more than that and its value has dropped, we may reduce the refund to match.

What cannot be cancelled

  • Fragrance, cosmetics and personal care once the seal or cellophane is broken. Sealed goods that cannot be returned for health or hygiene reasons are excluded by law once opened. Unopened, they can come back like anything else.
  • Made or printed to your order, such as personalised mugs or prints. They cannot be resold.

Faulty, damaged or wrong items

This is separate from changing your mind, and your rights are stronger. Under the Consumer Rights Act 2015 you can reject a faulty item within 30 days for a full refund. After that you can ask for a repair or replacement. We pay the return postage, and you are never charged for sending back something that was wrong with it.

Please tell us before sending anything back, so we can arrange it and get your money to you faster.

Complaints

Email shop@pickbury.co.uk. We aim to answer within two working days. If we cannot sort it out between us, you can take the matter to your local Trading Standards service via the Citizens Advice consumer helpline on 0808 223 1133.