Exchanges and Returns
We want you to love every purchase from Upper Street Home. If something’s not quite right, you can return eligible items in accordance with the policy below.
Return an Item Using Royal Mail
To start a return, please use our Royal Mail Returns Portal. This allows you to return your item quickly and conveniently using a tracked Royal Mail service.
Please note: For change-of-mind returns, a return fee of £2.95 will be deducted from your refund.
How It Works
- Create your return using the Royal Mail Returns Portal.
- Choose your return method:
- QR code return, no printer required
- Print your own label at home
- Royal Mail collection, where available
- Package your item securely in its original packaging where possible.
- Drop off your parcel or hand it to Royal Mail and retain your proof of postage.
- Track your return using the tracking details provided by Royal Mail.
If you prefer not to use our Royal Mail Returns Portal, you may return your item using a tracked service of your choice. We recommend retaining proof of postage until your refund has been processed.
Returns Conditions
Change of Mind: 14-Day Cooling-Off Period
If you change your mind, you must notify us within 14 days of receiving your order, starting from the day after delivery. Once you have informed us of your decision to cancel, you have a further 14 days to return the goods.
Return Fee for Change-of-Mind Returns
For change-of-mind returns, a return fee of £2.95 will be deducted from your refund to cover return shipping and handling costs. This deduction applies per order returned, regardless of the number of items included in that return.
Please note: original standard delivery charges are refundable in accordance with UK consumer law. If you selected a premium or express delivery option, only the cost of standard delivery will be refunded.
Faulty, Damaged or Incorrect Items
If your item is faulty, damaged in transit or incorrect, we will cover the cost of return and provide a replacement or full refund as appropriate. No return fee will be deducted in these cases.
All returned items must be:
- In the same condition you received them
- Unused and unwashed
- With all original tags and in original packaging
Items returned in a condition that is not resalable may be refused and returned to you.
Email:
[email protected]
Returns Address:
Returns Department
Upper Street Home
c/o ABS Pottery Imports
Unit 4 Enterprise House
Arden Road
Arden Forest Industrial Estate
Alcester
B49 6HN
United Kingdom
Damaged or Incorrect Items
Please inspect your order upon arrival and contact us as soon as possible if the item is defective, damaged or incorrect. We may request photographic evidence to assist with resolving the issue promptly.
Exchanges
The fastest way to receive a replacement item is to return the original item for a refund and place a new order.
EU Customers: 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return it within 14 days for any reason. Items must be unused, in their original condition, with tags and packaging, and accompanied by proof of purchase. Return costs for change-of-mind returns may be the customer’s responsibility where permitted by local law and clearly stated at the time of purchase.
Refunds
We will notify you once we have received and inspected your return. If approved, your refund will be processed to your original payment method within 14 days of receiving the returned goods or receiving proof that they have been sent back, whichever is earlier.
Please note it may take additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your return was approved, please contact us.
Need Help?
If you have any questions regarding a return, refund or exchange, our customer service team will be happy to help.
Email:
[email protected]