RETURNS

We really hope that you're super pleased with your purchases from us, however, if you are not entirely satisfied, please get in contact at: studio@imogenowen.com

Returns procedure:

For unwanted physical items, upon return we can offer either a credit note, an exchange or refund for the items, (postage not included). All digital courses are non-refundable.

For faulty or broken items, we can offer a full refund. Please inform us of any damages as soon as possible, and send images of any damaged items and damaged packaging. 

To return an item, please get in contact within 10 working days from the day you received your item. To qualify for a return, the product, including its original packaging, must be returned “as new” and unopened in a re-saleable condition.

Unfortunately we cannot cover the cost of return postage and we recommend sending your return back to us via recorded delivery, as we cannot refund products damaged or lost in transit.

Upon receipt, we will examine the return and will notify you of your exchange/refund status via email. We aim to process refund or exchange within 5 working days of receipt of your returned item. Therefore, should you have any queries, please do not contact us until 5 working days have passed since we received your return. Kindly rest assured that we will process refunds and exchanges as quickly as possible.

We will refund any money received from you via the same method you used to process your order initially.

This provision does not affect your statutory rights as a consumer.

Personalised goods:

Products that have been personalised cannot be refunded or exchanged.

Gift Vouchers, Gift Cards & Workshop Tickets

Gift Vouchers are non-refundable and non-transferable, and are valid for the length of time specified on voucher. Workshop tickets are non-refundable and non-transferable, if we are forced to cancel a workshop due to unforeseen circumstances, that you are booked onto, then we will either offer you an alternative date or a full refund. Online Workshop vouchers are non-refundable and non-transferable, course access is not time limited although it is monitored and sharing your access to the course may lead to your access being denied.  Online courses are non-refundable.

Can I cancel my order before it has been dispatched?

Under the United Kingdom’s Consumer Contracts Regulations, you have the right to cancel your order before the point it has been dispatched and obtain a full refund. Please contact us as soon as possible if this is the case.

Sample sale and other limited editions

Sample sets from samples sales, or card bundles that are special discount sale items are non-refundable. This also applies to charity packs, as we make donations to charities on purchase.