As per our terms and conditions.
If an item is faulty, we may need it returned for us to look at or return to our supplier. We will cover any postage costs incurred by you should this be the case. We may just ask for photographs, so please do check with us.
Please check your order as soon as it arrives, if there are any faults, please let us know as soon as possible. Even though your consumer rights allow an excessive amount of time for faults, unfortunately with many of our products they go out of stock quite quickly, especially our annual Moon Diary, we would not be able to replace it for you once this happens.
Please let us know in writing by email to firstname.lastname@example.org
We do not cover faults caused by your own accident, neglect, misuse or normal wear and tear.
When products are returned as faulty, the fault will be verified, and a replacement item will be sent to you within 5 working days at no additional cost to you.
If, for any reason, we are unable to replace the faulty item (for example, due to being out of stock or discontinuation), you will be offered a choice of a substitute alternative product or a full refund for the faulty item.
If the goods you have returned are found not to be faulty, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
Please follow our return’s procedure (see condition 3 below)
Item(s) Damaged on Arrival
All our products are quality inspected before they leave HQ, so they should never leave damaged. Once they do leave it is out of our control, and parcels can arrive in a damaged condition, depending on the parcels handling with Royal Mail or the Courier.
Thankfully our packaging is quite strong and secure, so it is a rarity. If this does happen, please contact us immediately if you can or within 7 days of receipt at the email@example.com
We will ask for photographic evidence of the damage, with full details for our records and to enable us to make a claim with the Courier or Royal Mail for the damage.
For all accepted damaged items, you will either be sent a new item or given a refund, it is your preference.
We do not cover damages caused by your own accident, neglect, and misuse.
Most items (excluding silver jewellery) will only require photographic evidence of any visible damage instead of a return. This will be ascertained on an item-to-item basis, and you will be informed on notification.
A new item will be sent directly to you if this is the case once the photographic evidence has been accepted.
If, for any reason, we are unable to replace the damaged item (for example, due to being out of stock or discontinuation), you will be offered a choice of a substitute alternative product or a full refund for the faulty item.
If you are asked to return the damaged goods and the goods are found, not to be damaged, you will be notified in writing. You will receive a refund or an offer of a replacement for the original goods, however we will ask you to cover the delivery charges, and no return delivery charges will be refunded.
Please follow our return’s procedure (see condition 3 below).
Please note, as stated in condition 1 and 2, in the event of an item being damaged or faulty, contact must be made as per condition to us in writing and we will advise whether a return is necessary.
We request photographic evidence of all damages wherever possible.
All other returns Items should be returned in their original packaging and 'as new'.
For all returns our address is:
The Flickering Cauldron & Kettle Limited,
5 Newton Square,
Before returning any items, you must inform us of the reason for the return, quoting your original order number, name, and full address.
For faulty or if deemed, damaged items, we will pay for the postage.
However, if you wish to return your item, as you ordered by mistake or have changed your mind, you are fully entitled to do so within 14 days of receipt of your order.
Please make sure your item is sent back undamaged, (unopened if you can) with original product packaging intact. You will be responsible for the return postage.
For all returns, please make sure you get a receipt of proof of postage or tracking details in the event of an item not arriving back to us, as we will not take responsibility for unreturned packages lost in transit.
Once we receive your parcel back into HQ we will refund you for your parcel value, less the postage & packaging cost, that was endured sending it to you.
Please note, we make no profit of any kind on postage, it is simply just passed on – in fact sometimes we cover some of the postage. However, we will only charge you what the Post Office/Courier has charged, when sending your refund.
Your refund can only be paid to the account used in the original purchase.
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