Returns & Refunds
Last updated: April 09, 2026
1. Return
​Your return must be sent back within 14 days from the day of receiving your goods. The goods can only be returned in same condition as when you bought them. It's your responsibility to cover the cost of the return.
If you need to make a return, please complete and submit our return form (UK) if you live in the UK, or the return form (International EU) if you live in an EU country. We do not accept returns in person at our business address. For damaged products, a free shipping label will be sent to you by email.
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2. Return charge
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If you live in an EU country, we will charge you £4.25; if you live in the UK, we will charge you £4. The return charge includes shipping cost and restocking fee.
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3. Refund
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You will receive your refund within 14 days from the day we have received the goods back. We refund the total item price including shipping price for EU
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4. Cancel rights
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You have 14 days from receiving your order to cancel any unwanted products. You do not need to provide a reason for your cancellation.
5. Replacement or damage
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A replacement or alternative for your goods can be arranged if you identify a defect in your product at the time of purchase. To get a replacement for the damaged goods, you will need to provide proof. We will accept an receipt and a clear image of the damage. The same applies to faulty, defective, or broken items. For any of the reasons described in this clause, a replacement or alternative item will be provided free of charge, and you can contact us about return here. However, you only need to return the item if we ask you to after receiving your form.
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6. Acceptable return
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You can only return an item if you placed the order. As proof of your identity, you can send an receipt of purchase, packaging, or any other evidence. ​​​
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7. For International (EU Countries)
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​If you receive an import shipment fee, it is your responsibility to handle the payment. If you decide not to pay import fee, your parcel will be hold for about 14-21 days. After that, the parcel is returned to the sender. You can also actively choose to reject the item online or at a Customer Service point.
You may also have the option to return your parcel to us via the delivery partner's website without incurring any charges.
However, you are still required to complete a return form on our website and follow the instructions provided there.
Read more about goods sent abroad: https://www.gov.uk/goods-sent-from-abroad/tax-and-duty.
8. How can I return my order
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Follow these steps to return your order.
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1. Go to 'my orders'- Enter your details to access your account. Find your order to view the item name, then click 'return item UK', 'return item EU', 'return item free of charge' or 'cancel my order/items' under Your Orders.
If you wish to cancel the whole order or only specific items, click 'cancel my order/items' before it is dispatched.
If your order is close to its dispatch time, please contact us at fp@fascinatedpresents.com, subject line 'cancel my order/items'.
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2. If your item is damaged or faulty, read clause 5. Replacement or damaged items in this returns & refunds policy. Click the link in the clause to be directed to the free- of- charge return form.
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3. If you're returning an item due to a change of mind, wrong colour, or incorrect size, read clause 1. Return. Click on return form UK​ or return form international (EU countries), depending on your country, to access the form and see the applicable charge.
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4. Fill in the form which concern you and submit your request. ​​
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5. Once we receive your return form, you will receive a return label via email. If you selected a charged return method, you will receive an email as soon as possible. If you opted for a free-of-charge return, it may take 24-72 hours for you to receive a return confirmation email.
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6. Label your parcel and return it promptly. You can use Royal Mail post boxes or visit a near by Royal Mail post office.
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7. When we receive your parcel, we will process your refund.