Refund policy

We want you to be happy with your purchase from Our Little Burrow. Please read our return policy carefully before placing your order.

Eligibility

  • Returns are only available for items purchased directly from our website www.ourlittleburrow.com.

  • Custom orders and commissions (including personalised items) are non-returnable and non-refundable.

  • We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • In the same condition as received (unused, with tags, and in its original packaging).

  • Accompanied by proof of purchase (receipt or order confirmation).

How to start a return

To request a return, please contact us at hello@ourlittleburrow.com.

If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Return shipping costs: Customers are responsible for paying the return shipping cost, except in cases where the item is faulty, damaged, or incorrect.

Damages & issues

Please inspect your order on arrival and contact us immediately if:

  • Your item is defective or damaged (e.g. broken candle, damaged embroidery frame).

  • You receive the wrong item.

We’ll review the issue and work with you to make it right.

Exceptions / non-returnable items

We cannot accept returns for:

  • Custom orders and commissions (including personalised items)

  • Sale items or gift cards

  • Candles that have been lit or used

If you’re unsure whether your item is eligible, please contact us before sending it back.

Exchanges

The fastest way to exchange is to return the item (if eligible) and place a new order once your return is accepted.

EU customers – 14-day cooling-off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. Items must still be returned unused, in original condition and packaging, with proof of purchase.
Please note: custom orders and commissions remain non-returnable even under this rule.

Refunds

Once we receive and inspect your return, we’ll notify you of the outcome. If approved, a refund will be issued to your original payment method within 10 business days. Please allow extra time for your bank or card provider to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at hello@ourlittleburrow.com.