I am away for a few days. Orders will be dispatched on Friday 5th June on my return. Many thanks
Hannah Bass
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Hear all about the trials & tribulations of running a small creative biz. As well as my latest designs. Get 10% off your first order.

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    Refund policy

    Returns
    I do everything myself. Therefore I can ensure my product is made and packaged with the greatest care & attention. However, if you are unhappy with your order please contact me within 48 hours of receiving, and I will happily do all I can to sort the problem out. If you do wish to return it, please use the Royal Mail Signed For Service as I cannot accept responsibility for returned items lost in transit. Items must be returned in their original condition, being complete, unopened & unused within 14 working days. I will refund the cost of the order to the cardholder, but unfortunately not the postage cost for returning the item unless the product is faulty. 

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Late or missing refunds (if applicable)
    If you haven’t received a refund yet, first check your bank account again.
    Then contact your credit card company, it may take some time before your refund is officially posted.
    Next contact your bank. There is often some processing time before a refund is posted.
    If you’ve done all of this and you still have not received your refund yet, please contact us at hello@hannahbass.com.

    Exchanges (if applicable)
    If you need to exchange it for the same item, send us an email at hello@hannahbass.com and send your item to: Hannah Bass Needlepoint, 83 Mill Way, Mill Hill, London, NW7 3QT, United Kingdom.

    Gifts
    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

    Shipping
    To return your product, you should mail your product to: Hannah Bass Needlepoint, 83 Mill Way, Mill Hill, London, NW7 3QT, United Kingdom.

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.