Refund policy.

Every Bloom is made for one person, and some are made entirely to your own choices. That is why the rules differ depending on what you bought. They are set out below for each kind of order, followed by the rights that apply to every one of them.

To start a cancellation or a return, email [email protected] with your order number. Please get in touch before sending anything back, so that we can tell you where to send it. Items sent back without contacting us first may be delayed.

Damaged, faulty or not as described

Please look at your order when it arrives, and contact us straight away if it is damaged, faulty, or not what you ordered, so that we can put it right.

All items are handmade and one of a kind. This means each piece will have slight natural variations in colour, texture and finish compared to the photos, and this is a normal feature of handmade work rather than a fault.

Faulty or damaged items

You have rights under the Consumer Rights Act 2015. Goods must be of satisfactory quality and fit for purpose. If they are not, you’re entitled to reject them within 30 days of delivery for a full refund, or to ask for a repair or replacement. We cover the cost of returning anything that is faulty. This applies to all items, whether ready-made or made to order.

Changed your mind: ready-made items

Bloom Signature is our ready-made range. If you bought a ready-made item online, you have a 14-day right to cancel under the Consumer Contracts Regulations 2013, starting from the day you receive your order, as long as it is unopened. You are responsible for the cost of returning the item, and it should come back unopened, in its box exactly as it arrived.

For hygiene reasons, once a Bloom has been opened it cannot be returned or exchanged for a change of mind. Your rights for faulty or damaged goods above still apply in full.

Changed your mind: made-to-order items

Mould and Mirror is made to order. Because made-to-order items are personalised or bespoke to you, they are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013.

As a goodwill gesture, we offer a 48-hour cooling-off period from the time you place your order, during which you can cancel for a full refund. After this window, once work has begun, we’re unable to offer a refund if you change your mind, though your rights for faulty or damaged goods above still apply in full.

Moulds

Moulds are booked directly with Amanda Jo or Megan Jones, and mould appointments have a 48 hour cancellation policy with your artist. This includes the moulding appointment for Mould and Mirror.

The fee for a mould on its own is credited against your Bloom: once your mould has been taken, we email you a credit code for the same amount, valid for 12 months.

Fittings

Fittings are booked and paid directly with Amanda Jo in Wallsend or Megan Jones in Durham. Fitting appointments are non-refundable.

Your fitting fee is never simply lost: once your fitting is done, we email you a credit code for the same amount to use against your Bloom, valid for 12 months.

Gift vouchers

You can cancel a gift voucher within 14 days of buying it, for a full refund, as long as none of it has been spent. Gift vouchers are valid for 12 months from the day they are issued, cannot be exchanged for cash, and cannot be used to buy other gift vouchers.

Orders paid with a voucher or credit code

If an order paid for in full or in part with a gift voucher or credit code is refunded, the amount the code paid goes back onto that code rather than to your card. Any gift voucher or credit code that the refunded order itself issued is cancelled, because the payment that bought it has been returned.

Exchanges

Exchanges are only possible on unopened Blooms. To swap an unopened Bloom Signature for another style or shade, return it as above within 14 days and, once the return is accepted, place a new order. An opened Bloom cannot be exchanged. If you are not sure which style or shade to choose next time, a fitting with Amanda Jo or Megan Jones is the place to decide, and its fee is credited against your Bloom.

How refunds are made

We will let you know once we have received your return, or once your cancellation is confirmed. Refunds go back to the payment method you used, or onto your voucher or credit code as described above, within 14 days of us receiving the item back, or within 14 days of your cancellation where there is nothing to return. Your bank or card provider may take a few more days to show it. If you paid with Klarna, Klarna will adjust your payment plan in line with the refund.

If more than 14 days have passed and you have not seen your refund, contact us at [email protected].

Your statutory rights

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Where those rights give you more than this policy does, they apply in full.

For delivery and the practical side of sending something back, see delivery and returns and the shipping policy.