Effective Date: 06/01/2026
Thank you for shopping with London Souvenir.
This Return & Refund Policy explains the conditions under which returns and refunds may be requested. By placing an order through our website, you acknowledge and agree to the terms outlined below.
1. Return Eligibility
Customers may request a return within 30 days of the delivery date.
To be eligible for a return, items should:
- Be unused and in their original condition
- Be returned with original packaging where reasonably possible
- Be accompanied by proof of purchase or order confirmation
Returns that do not meet these requirements may not be eligible for a refund.
2. Return Period
- Return requests should be submitted within 30 days of delivery.
- Requests submitted after this period may not be accepted.
- Customers are encouraged to contact us promptly if they wish to initiate a return.
3. Return Shipping
Unless otherwise required by applicable law:
- Customers are responsible for return shipping costs for unwanted items.
- Customers are responsible for arranging return shipment.
- A tracking service is recommended where available.
If an item arrives damaged, incorrect, or materially different from the item ordered, additional information may be requested to review the matter.
Original shipping charges may not be refundable except where required by law.
4. Restocking Fees
We do not currently apply a restocking fee to eligible returns.
Customers remain responsible for any applicable return shipping costs.
5. How to Request a Return
To request a return, please contact:
Email: support@brushcreekpottery.com
Please include:
- Order number
- Product name
- Reason for return
- Photographs where relevant
After reviewing the request, further instructions may be provided where appropriate.
6. Refund Process
Once a returned item has been received and reviewed:
- Refund eligibility will be assessed in accordance with this policy.
- Eligible refunds are generally issued to the original payment method.
- Customers may be notified regarding the outcome of the review.
7. Refund Eligibility
Refund eligibility may depend on:
- Compliance with this policy
- Condition of the returned item
- Whether the item is returned within the applicable return period
A reduced refund or refusal of refund may apply where an item has been used, altered, damaged, or returned in a condition that prevents resale where permitted by applicable law.
8. Items That May Not Be Eligible for Refund
The following items may not qualify for return or refund where they have been used, damaged, altered, personalised, or returned in a condition unsuitable for resale:
Everyday Premium Gifts
- Items showing signs of use, wear, damage, staining, or alteration
Keepsake & Memory Gifts
- Personalised, engraved, customised, or modified keepsake products
Home Decoration Gifts
- Decorative items returned damaged, altered, assembled, or incomplete
Executive & Professional Gifts
- Customised corporate gifts, engraved products, or items produced to customer specifications
Additional exclusions may apply to:
- Personalised or customised products
- Clearance items
- Final sale items
- Products returned outside the stated return period
Nothing in this section affects any rights available under applicable consumer protection laws.
9. Damaged, Incorrect, or Faulty Items
If you receive an item that appears damaged, incorrect, or faulty upon delivery, please contact us as soon as reasonably possible.
Please provide:
- Order details
- Description of the issue
- Photographs where available
Additional information may be requested to review the matter.
10. Order Cancellations
Requests to cancel an order should be submitted before processing begins.
Once an order has entered processing or has been dispatched, cancellation may not be possible.
11. Exchanges
We do not currently offer direct exchanges.
If you require a different item, you may return the original item if eligible and place a new order separately.
12. Delayed or Missing Refunds
If you believe a refund has not been received:
- Check your bank account again
- Contact your bank or card provider
- Allow additional processing time where applicable
If further assistance is required, please contact our customer support team.
Contact Information
For return and refund enquiries, please contact us:
Store Name: London Souvenir
Business Address: 97 Westminster Bridge Rd, London SE1 7HR, United Kingdom
Phone: +44 20 7928 8908
Email: support@brushcreekpottery.com
Business Hours
Our customer service hours are from 9:00 AM to 5:00 PM, Monday through Friday (GMT UTC +0)
Order Cut-off Time
5 PM (GMT UTC +0)
Important Information
- Customers may be responsible for applicable return-related costs unless otherwise stated.
- Returned items should be packaged appropriately to help prevent damage during transit.
- Customers may wish to retain proof of shipment for their records.
- Return and refund requests are reviewed in accordance with this policy.
- This policy does not affect any statutory rights available under applicable consumer protection laws.