Returns Policy

Returns Policy

For most products, you have 7 days to notify the seller if you want to cancel the order or exchange the item. The cancellation period will expire 7 days from the day on which you receive the goods you have ordered. This applies to cancelable goods (there’s a guide below to help you see what’s cancelable and what isn’t).

How to cancel your order, or return or exchange a product

1.       Contact the Festivaleyes Returns team via email to [email protected] to let us know that you wish to cancel your order, or return or exchange a product.

2.       If already received, package the item up and send it back to the seller (we will provide you with the relevant address) within 7 days of letting us know that you want to cancel your order and return the product (we recommend you use a signed-for delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product.

3.       As the seller’s payment agent, we will process the refund directly to your payment card, in no more than:

    1. 14 days after the day the product is received by the seller; or
    2. if earlier, 14 days after the date you provide evidence that you have returned the product to the seller; or
    3. if there were no goods supplied, 14 days after the day on which you informed the seller or us (via Step 1 above) about your decision to cancel your order.

Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to us and agreed that doing so won't affect any refund you may be entitled to.

Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).

Please note that if you request to begin the performance of a service during the above cancellation period that you will be liable to pay for the service you received prior to your communication to us that you intend to cancel the contract. This may apply to you if you have purchased an experience with us.

All sellers are required to comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please get in touch with us at [email protected] or call 0044 7747 611 159 to speak to someone who can help.

What you can’t send back

Unfortunately, some items are non-cancelable and non-refundable:

·         Anything that’s specially made, or ordered, with your choice of name, fabric, message or any other customised aspect that makes it unique to you (and therefore not resellable)

·         Perishable products (like food or flowers)

·         Large items of furniture that are made to order

·         Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics

·         Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.

To avoid disappointment, please check whether an item is cancelable or non-cancellable before ordering.