Returns & Exchange

Returns & Replacements for On Line Purchases

We want you to be happy and delighted with your products. If anything you buy fails to hit the mark, send it back. Our returns policy is quibble and hassle free! We will refund your card / or replace your item, whichever you prefer. Goods must be returned in the same condition as they arrived, in tacked and sealed. If items have been removed from the original packaging we reserve the right not to refund the item/s.

If you wish to return an item, or In the unlikely event that a parcel arrives damaged or faulty, you should contact us within 7 days of receipt on 01538 388554 Monday – Friday 10.30am-4.30 pm or by email: Please note that all items should be returned within 20 days of receipt in a re-saleable condition. 

Made-to-order and personalised items may only be returned if they are found to be faulty.

Where possible, we would ask that you return the items with the original packaging.

With the exception of faulty items or goods damaged in transit, we are not responsible for return postage. Please ensure that you include the Returns Slip, and we would recommend that you obtain a Certificate of Posting in case for whatever reason the parcel(s) fails to reach us. Return items to THE ALPHABET STORE, STANLEY STREET, LEEK, ST13 5HG unless otherwise advised.

Please note all personalised made to order products are non-returnable unless faulty.

We will reimburse any reasonable costs you incur in returning the following items to us

  • items we delivered to you in error
  • items which were damaged upon delivery
  • items which are substitutes for items originally ordered which we were unable to supply

We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.

Returns  & Replacements for purchases in our Shop

Purchases made in our shop will be replaced or refunded if they are found to be faulty. 

We will require a receipt or other proof of purchase ( such as a credit card statement or a bank statement) to refund or exchange items.

If you have simply changed your mind about a product we will only be able to give a refund or an exchange if you have proof of purchase and you are exchanging the item within 30 days of the original purchase.

All goods which you have simply changed your mind about must be returned with original packaging and tags and in a condition which mean we can re sell the items.