Returns & Refunds Policy

Last updated: 24 October 2026

We hope you love your Designed by Islay purchase! However, if something isn't quite right, we're here to help.

Returns

We offer a 30-day returns policy, which means you have 30 days from receiving your order to request a return.

To be eligible for a change-of-mind return, items must be unused, in their original condition and, where applicable, in their original packaging. This includes greeting cards, prints, mugs, tea towels, tote bags and accessories.

You'll also need your order number or proof of purchase.

To request a return, please email orders@designedbyislay.co.uk with your order number and details of the item you'd like to return.

Returns should be sent to:

Designed by Islay
1 Park Place
Edinburgh
EH6 4LB
United Kingdom

Please contact us before sending anything back so we can provide the appropriate return instructions.

Return Postage

For change-of-mind returns, customers are responsible for the cost of return postage.

We recommend using a tracked postal service and keeping proof of postage until your refund has been processed.

If your item arrives damaged, is faulty or we've sent you the wrong product, we'll cover return postage costs where a return is necessary.

Damaged, Faulty or Incorrect Items

We take great care when preparing and packing your orders, but occasionally things can go wrong.

If your order arrives damaged, faulty or incorrect, please contact us at orders@designedbyislay.co.uk as soon as possible.

Please include your order number, a brief description of the issue and, where possible, a photograph.

We'll work with you to put things right, whether that's arranging a replacement, refund or another appropriate solution.

Your statutory rights are unaffected by our returns policy.

Personalised Items

As personalised products are created specifically for you, we cannot accept change-of-mind returns on personalised or bespoke items.

However, if your personalised item arrives damaged, is faulty or is not as described, please contact us and we'll arrange an appropriate resolution in accordance with your statutory rights.

Sale Items

Items purchased in a sale or promotion are eligible for returns under the same conditions as full-price products.

Refunds will be based on the price actually paid.

Exchanges

If you'd like to exchange an item, please contact us at orders@designedbyislay.co.uk.

The simplest way to exchange an item is usually to return the original product and place a new order for the replacement.

UK Consumer Cancellation Rights

Under UK consumer law, customers purchasing online generally have the right to cancel an order within 14 days of receiving their goods, without giving a reason.

You can also cancel before your order has been delivered.

To exercise this right, please email orders@designedbyislay.co.uk with your order details and a clear statement that you wish to cancel.

Once you've notified us of your cancellation, you have a further 14 days to return the goods.

For eligible cancellations within this statutory period:

• We'll refund the cost of the returned goods and, where applicable, the original standard delivery charge. If you selected an upgraded delivery service, we are only required to refund the equivalent standard delivery cost.

• Customers are responsible for return postage unless the item is faulty, damaged or incorrect.

• Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they've been sent back, whichever is earlier.

• We may make a deduction if the value of the goods has been reduced through handling beyond what would reasonably be permitted when examining an item in a shop.

The statutory right to cancel does not normally apply to personalised or genuinely bespoke products, unless they are faulty or not as described.

These rights are separate from our additional 30-day returns policy and do not affect your rights under the Consumer Rights Act 2015.

Refunds

Once we've received and inspected your return, we'll email you to confirm whether your refund has been approved.

Approved refunds will be issued to your original payment method. We aim to process refunds promptly and always within the timeframes required by law.

Please allow additional time for your bank or payment provider to process the refund.

For returns made outside the statutory 14-day cancellation period under our additional 30-day returns policy, original delivery charges are not normally refunded.

If you have any questions about your refund, please contact orders@designedbyislay.co.uk.

Contact Us

If you have any questions about returns, exchanges, refunds or your order, please get in touch.

Email: orders@designedbyislay.co.uk

Postal address:
Designed by Islay
1 Park Place
Edinburgh
EH6 4LB
United Kingdom

We're always happy to help!