Touch of Texture – Returns & Refund Policy

Last updated: 29.10.2025

Thank you for shopping with Touch of Texture. Every piece is made with care, and we want you to love your purchase. This policy explains when and how you can return an item, and what to expect if you do.

1. Overview

Our products are either handmade to order or held in stock for immediate purchase.

  • Stock items can be returned for a full refund.

  • Custom or commissioned artworks are non-refundable, unless they arrive damaged or faulty.

2. Return Period

If you’d like to return a stock item, please contact us within 14 days of receiving your order.
You then have another 14 days to send the item back once we’ve confirmed your return request.

To start a return, email us at:
📧 jb@touchoftexture.co.uk
Please include your order number and a brief description of the reason for the return.

3. Conditions for Returns

To be eligible for a refund:

  • The item must be unused, in its original condition, and safely packaged for return.

We can’t accept returns for:

  • Custom or commissioned pieces (unless faulty).

  • Items that have been damaged after delivery.

  • Items returned after the return window has passed.

4. Return Shipping Costs

Customers are responsible for paying the cost of return shipping.
Please use a tracked delivery service to ensure the item arrives safely — we can’t issue refunds for items lost or damaged in transit.

If your item arrived damaged, please let us know immediately before unpacking, as the shipment is insured and FedEx is responsible for any transit damage.
Make sure to take clear photos of the damaged package, including the shipping label in the photos, and email them to jb@touchoftexture.co.uk so we can assist with the claim process.

5. Refunds

Once your return is received and inspected, we’ll notify you by email.
If approved, your refund will be issued to your original payment method within 7–10 business days.

Please note:

  • Shipping costs (if charged) are non-refundable.

  • If you paid with an international card or currency, your bank or payment provider may apply additional fees.

6. Exchanges

We don’t currently offer direct exchanges. If you’d like a different item, please place a new order once your refund is processed.

7. Damaged or Faulty Items

We take great care when packing and shipping your order. If the shipment arrived damaged, please let us know immediately before unpacking, as the shipment is insured and FedEx is responsible for any transit damage.
Make sure to take clear photos of the damaged package, including the shipping label in the photos, and email them to jb@touchoftexture.co.uk so we can assist with the claim process.

8. International Orders

For customers outside the UK:

  • You’re still entitled to return eligible stock items within 14 days.

  • Customs duties, taxes, and return shipping costs are non-refundable.

  • Clearly mark your return as “Returned Goods” to avoid customs charges on re-entry.

9. Contact Us

If you have any questions about this policy or need help with a return, please contact:
📧 jb@touchoftexture.co.uk
🌐 www.touchoftexture.co.uk

Friendly note

Because many of our pieces are handmade and unique, small variations in colour or texture are normal — and part of their charm. These aren’t considered faults and don’t qualify for a refund.