Our Policies
Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. Therefore please open your item carefully and do not dispose of the original packaging.
Please look after your unwanted products, even if damaged or faulty. They must be returned carefully packaged in the original packaging to prevent further damage so we are able to inspect them.
You are responsible for the cost of returning your items (unless the item arrives faulty, damaged or the incorrect item has been received) within 14 days of receipt of your order.
It is the customers 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.
We recommend using online courier compare sites to get the best quote for returns. These sites also offer a collection services. We recommend using a tracked or recorded returns service as we are not responsible for lost items.
Once we have received your return we will process your refund. The cost of the product will be refunded within 3 days of the receipt of the return.
To start a return, you can contact us at hello@thedancingwoodman.com
Damages during delivery.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. To make a damage claim against our couriers we require photographs of the product in its original packaging with the delivery label clearly visible.
If you notice the item is clearly damaged from the outer packaging, please make the courier aware.
If you receive a faulty or damaged item we will send out a replacement to you as soon as possible. In most cases we will need the item to be returned to us and will arrange for any damaged or faulty items to be collected where necessary. We will also require photographic evidence of the products and packaging. Please do not dispose of damaged or faulty items or their packaging unless advised to do so by us.
Exceptions / non-returnable items
We cannot accept returns on amended items, custom products, special orders, bespoke designs or personalized items. Please get in touch if you have questions or concerns about your specific item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We don’t accept cancellations
But please contact us at hello@thedancingwoodman.com if you have any problems with your order.
The following items can’t be returned or exchanged, because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns for:
Processing time
The time I need to prepare an order for dispatch varies. For details, see individual items. Please note multiple items will take longer for us to make
Estimated delivery times
We will do our best to meet these dispatch estimates, but can’t always guarantee them. Due to each piece being handmade and that we are a small team, delays can sometimes happen. Please note multiple orders will also take longer for us to make. Please be assured we are working extremely hard to get your order out asap and we really appreciate your patience. We will be in touch to confirm your orders progression close to the time of manufacture and dispatch.
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.