Refund policy

Please look after your unwanted Items once you have decided to return them - even if they are faulty. They must be returned undamaged and in the original packaging within 14 days of receiving your item. This is both the box they came in and the box they were sent in, filled with the protective packaging. You must take reasonable care of the products that you wish to return and not use them or removed any tags or stickers. Items must be in their original condition and cannot be refunded if the item has been adapted. Products should be returned at your cost, securely packaged within fourteen days of receipt of your order.
It is the customer's responsibility to return items to us in secure and suitable packaging. We will be unable to process your return if unwanted items are returned to us damaged.

Please email us at sales@stemandsilk.co.uk to obtain return details. 

However, if your order arrives damaged we will replace it if possible or refund you as long as photo evidence of the damage product is provided within 48 hours of receipt. Please do not dispose of the faulty item until told to do so by us as we often require it to be sent back to us in order to be able to complete the refund. We hold the rights to decide whether to either refund or replace the damaged item. 

Unfortunately, due to the fragility of our large ceramic and glass products they are non-returnable. This is because we use a specific fragile courier service to send them to you, but unfortunately a lot of fragile items are returned to us broken by the courier from customers returning them with a none fragile service.

If your item has arrived damaged then we will replace the item as long as we are at fault. Please note that any damages must be reported within 48 hours of the item being delivered. Please send us an email including a picture of the damage to: sales@stemandsilk.co.uk

None of our sale items are returnable or refundable. Many of the sale items will be advised in the listing they have minor imperfections, therefore they are sold under this understanding.