Last updated: 12 November 2026
This returns and refunds policy applies to orders from Starling & Hearth, a small UK online shop. It follows the UK Consumer Contracts Regulations.
Your right to cancel
You have 14 days from the day you receive your order to cancel, for any reason. If an order arrives in more than one parcel, the 14 days start when you receive the last parcel.
To cancel, email us at hello@starlingandhearth.com with your order number and what you would like to return. You then have 14 days from telling us to send the item back.
Because our orders are sent direct from our partner makers and suppliers, we will reply with the return details for your item. Please do not send anything back until we have confirmed where it should go.
Refunds
We will refund you within 14 days of receiving the returned item, or of receiving proof that you have sent it back, whichever is earlier. We will refund the price you paid for the item, using the same payment method you used to buy it. We will also refund standard delivery if you return the whole order. We may deduct an amount if the item has been used or damaged beyond what is needed to check it, as you would in a shop.
Faulty or damaged items
If an item arrives faulty or damaged, or isn't as described, please report faulty or damaged goods within a reasonable time of noticing the problem. Email us with your order number and, if you can, a photo of the item and its packaging; this helps us sort it out quickly, but it is not a condition of your rights. We will repair, replace or refund the item in line with your legal rights, and we cover the return postage for faulty or damaged items.
Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015.
If you return an item because you have changed your mind (within the 14 days above), you pay the return postage.
What cannot be returned
The right to cancel does not apply to personalised items, or to hygiene items such as skincare once they have been unsealed. Faulty or damaged items in these categories are still refunded or replaced, as set out above.
Getting in touch
Email hello@starlingandhearth.com and we will usually reply within one working day.