Returns and Order Cancellations

Cancellations & Returns

We totally get it — sometimes you change your mind, or things just aren’t quite right. Here’s everything you need to know about cancelling an order or returning an item.

Our Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This goes above your statutory rights — under UK law, you also have a 14-day cooling-off period in which you can cancel your order for any reason.

To be eligible for a return, your item must be in the same condition that you received it: unused, with tags, and in its original packaging. You’ll also need a copy of your receipt or invoice.

How to Start a Return

If you’d like to return an item, please contact us first using our Contact Form (choose “Order Enquiry”) or email orders@makebelieveideas.com. We’ll confirm next steps and where to send your return:

Return address:
Website Returns
Make Believe Ideas
Unit 3 & 4 Centurion Court
Townfoot Industrial Estate
Brampton, CA8 1SW

Please note: items sent back without first requesting a return may not be accepted. You’ll need to cover return postage unless the item is faulty or incorrect. Always keep your proof of posting safe.

Damages and Issues

Please inspect your order on arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so we can put things right. In these cases, we’ll cover return postage and arrange a replacement, refund or collection.

Non-returnable Items

We cannot accept returns for the following, unless faulty:

• Personalised or custom-made items
• Items that have been opened and cannot be resold for hygiene or safety reasons
• Digital products (e.g. eBooks, downloads)
• Sale items (unless faulty)
• Gift cards once activated or used

Exchanges

The fastest way to get what you want is to return the item you have. Once your return is accepted, you can place a new order for the replacement item.

European Union Customers

If your order is being shipped into the EU, you have the legal right to cancel or return your order within 14 days for any reason and without justification. Items must be in the same condition that you received them, unused, with tags and in their original packaging. You’ll also need your receipt or proof of purchase.

Refunds

We’ll notify you once we’ve received and inspected your return. If approved, we’ll issue your refund within 14 days using your original payment method. Please note it may take additional time for your bank or card issuer to process and show the funds. If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at orders@makebelieveideas.com.

Need More Help?

Don’t hesitate to get in touch — we’re here to help! Use our Contact Form or email orders@makebelieveideas.com. Our manned hours are limited, but we’ll always respond as soon as possible.