Created by Magic · Customer care
Returns & refunds
We want you to enjoy your purchase from Created by Magic. If you need to return an item, request a change or tell us something has arrived damaged, here’s how we can help.
Applicable to orders delivered within the United Kingdom01 · Standard returns
Non-personalised items
Buyer’s remorse returns are accepted for eligible non-personalised items.
Return window and condition
You can request a return within 14 days of delivery. Items must be unused and returned in their original condition and packaging.
How to request a return
Email hello@createdbymagic.com with:
- Your order number
- The item or items you’d like to return
- The reason for return
Postage and fees
We recommend returning items by registered post. Return postage is the responsibility of the purchaser for a change-of-mind return.
We do not charge a restocking fee.
Refunds
Once your return is received and checked, we will issue a refund or replacement, depending on your preference. Refunds are sent back to the original payment method used at checkout.
02 · Made for you
Personalised items
Because these items are created for your order, please contact us quickly if you need to cancel or request a change.
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.
Changes or concerns
Please email hello@createdbymagic.com as soon as possible with your order number. Tell us whether you would like to:
- Cancel your order
- Request amendments
- Report an issue
03 · We’re here to help
Faulty or damaged items
This section applies to all products, including personalised orders.
Reporting an issue
If possible, contact us within 48 hours of receiving your item so we can investigate delivery damage quickly. Please include your order number and photographs of the damage or fault.
You can still contact us after 48 hours. This request does not limit your statutory rights.
How we’ll resolve it
We will arrange a replacement or work with you to resolve the issue. Where a refund is due, we’ll notify you by email and process it 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.
Questions about your order?
We’re happy to help.
If you’re unsure about any part of this policy, email us with your order number and we’ll take a look.
