Refunds and returns
Last updated 30 August 2026.
Two separate things are described on this page and it is worth keeping them apart. The first is what Irish law gives you, which we cannot limit or take away. The second is what to do when something arrives faulty or wrong.
Your 14 day right to cancel
Because you bought online, the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 give you 14 days from the day the goods are delivered to cancel the order for any reason, without giving one. Tell us within those 14 days: an email to theteam@customersupport.care with your order number is enough.
Once you have told us, you have a further 14 days to send the goods back. We refund the price you paid plus the basic outbound delivery charge, within 14 days of the goods reaching us or of your proof that you sent them. The one cost that falls on you is the direct cost of returning the goods.
Nothing this shop sells is personalised or made to your specification, so this right covers everything in the range.
When something is faulty
Separately, and regardless of the 14 days, goods have to conform to the contract under the Consumer Rights Act 2022. They must be of the quality, description and functionality you can reasonably expect, and match what we told you about them. In this store's own words: we will gladly refund or exchange an item that is faulty, that is not the same as described or advertised, or that does not perform as the maker intended.
Where goods do not conform, you are entitled to a repair or a replacement, and where that does not put it right, to a price reduction or a refund. Nothing anywhere on this site limits any of it, and we pay the return postage.
Tell us as soon as you can. Email theteam@customersupport.care with your order number, what is wrong and a photograph if the problem is visible.
Cancelling before it ships
An order can be cancelled at any time until it ships, at no charge. Orders are handled within 24 to 48 hours of being placed, so if you need to change or cancel one, contact us quickly. Once it has shipped, the 14 day cancellation right above is the route instead, and it is a full one.
Damaged, incorrect or missing
If your order arrives damaged, has parts missing, is not what you ordered, or does not arrive at all, tell us immediately. None of those is a change of mind return: you do not pay return postage, and we sort it out. Items in one order may be sent in separate parcels, so check whether the rest is still on its way before assuming something is lost.
What we need from you
Keep your order confirmation email: it is your proof of purchase, and refund requests need it or another proof of purchase. Note that measurements quoted on our website are subject to slight variances, so measure your space before buying larger items.
If we cannot sort it out
Email theteam@customersupport.care first and give us the chance to put it right. If you are still not satisfied, you can take the matter to the Competition and Consumer Protection Commission, and the European Commission's online dispute resolution platform is open to you as an EU consumer.