We want you to enjoy your purchase from Created by Magic. If you need to return an item, please review the policy below.
Applicable country
This returns policy applies to orders delivered within the United Kingdom.
1) Non-personalised items (buyer’s remorse returns accepted)
Return window
You can request a return within 14 days of delivery.
Eligibility / condition
Items must be unused and returned in their original condition and packaging.
How to return (return method)
To start a return, email hello@createdbymagic.com with:
- Your order number
- The item(s) you’d like to return
- The reason for return
We recommend returning items by registered post.
Return costs / fees
Return postage is the responsibility of the purchaser.
We do not charge a restocking fee.
Refunds
Once your return is received and checked, we will issue either a refund or replacement, depending on your preference.
Refunds are sent back to the original payment method used at checkout.
2) Personalised items (custom orders)
Cancellations
Once production has begun on personalised items, cancellations for a full refund are generally not possible unless the item is faulty or damaged.
If you wish to cancel an illustration order after approving your proof, a £15 fee will be deducted from any refund to cover work already completed.
How to cancel or request changes
Please contact us as soon as possible at hello@createdbymagic.com with your order number and confirm whether you would like to:
- Cancel your order
- Request amendments
- Report an issue
3) Faulty or damaged items (all products)
Reporting window
Please contact us within 48 hours of receiving your item, including:
- Photos of the damage/fault
- Your order number
Resolution
We will arrange a replacement or work with you to resolve the issue.
Refund timing
If a refund is agreed, we will notify you by email and process the refund to the same payment method used at purchase.
If we cannot refund to the original payment method, we will issue a cheque to the address used on the order.
Contact
If you’re unsure about any part of this policy, please email hello@createdbymagic.com.