Refund policy

We want you to be happy with your order. This policy explains your rights under the UK Consumer Contracts Regulations 2013 and how to use them.

Changing your mind

For standard (non-personalised) items, you have 14 days from the day you receive your order to tell us you want to cancel, and a further 14 days from that notice to send the item back to us. To let us know, email alan@ostrich-designs.com with your order number.

If you're cancelling because you've changed your mind, you're responsible for the cost of returning the item to us. Please post it to:

2 Midge Hall Lane, Midge Hall, Leyland PR26 6TN

Once we've received the returned item, we'll refund you within 14 days. Items should come back unused and in their original condition where possible, though this doesn't affect your right to cancel.

Personalised items

Once we offer personalised or made-to-your-specification products, these are excluded from the right to cancel under the Consumer Contracts Regulations, because they're made specially for you. This doesn't affect your rights if the item is faulty or not as described.

Faulty, damaged or wrong items

If your mug arrives faulty, damaged or isn't what you ordered, we'll put it right. Email us a photo of the item at alan@ostrich-designs.com along with your order number, and we'll arrange a replacement or a full refund, including postage. You won't need to pay to return a faulty or incorrect item; we'll cover that cost or arrange collection.

How to start a return

Email alan@ostrich-designs.com with your order number and a short description of the issue (and a photo, if the item is faulty or damaged). We'll confirm the next steps by return email.

This policy applies to orders placed through ostrich-designs.com and doesn't affect your other statutory rights as a consumer in the UK.