Refund Policy

1. Eligibility for Refunds

You may request a refund if:

• Your item arrives damaged

• Your item is faulty

• You received the wrong item

• Your parcel is lost after courier investigation

• Your item is not as described

To qualify, you must contact us within:

• 48 hours of delivery for damaged or incorrect items

• 14 days of delivery for faulty items

We may request photos to help us resolve the issue quickly.

2. Items That Cannot Be Refunded

We do not offer refunds on:

• Mystery boxes

• Custom or personalised items

• Digital products

• Items damaged by customer misuse

• Items returned without prior approval

• Change‑of‑mind purchases

This is because many items are curated, randomised, or made to order.

3. Returns (If Required)

Some items may need to be returned for inspection.

If a return is required:

• We will provide instructions

• Items must be returned in original condition

• You are responsible for return postage unless the item was faulty or incorrect

Unauthorised returns will not be accepted.

4. Lost Parcels

A parcel is considered lost only after the courier confirms it.

Timeframes before we can investigate:

• UK: 10 business days after dispatch

Once confirmed lost, we will offer a replacement or refund.

5. Refund Processing

Once approved:

• Refunds are issued to your original payment method

• Processing time: 3–10 business days, depending on your bank

Shipping costs are non‑refundable unless the issue was our fault.

6. Exchanges

We do not offer direct exchanges. If you want a different item, you will need to place a new order once your refund (if applicable) is processed.

7. Incorrect Addresses

We cannot refund or replace orders sent to:

• Incorrect addresses

• Incomplete addresses

• Old addresses not updated at checkout

If the parcel is returned to us, you may need to pay postage again to resend it.

8. Contact Us

To request a refund or report an issue, contact us at:

Email: MWLSenquir@hotmail.com

Business Name: My Witchy Little Secrets / WLS Group

Please include:

• Your order number

• Photos (if applicable)

• A short description of the issue

We aim to respond within 48 hours.