Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.  To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging where applicable.  You are responsible for the cost of returning the item to us which will not be refunded and we recommend using a trackable service.

To start a return, you can contact us at theforgottenlibrary@virginmedia.com. If your return is accepted, we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refunds where a customer has changed their mind about a purchase will be issued for the item price only and do not cover the original delivery cost or any return postage charges incurred.

You can always contact us with any questions regarding a return at theforgottenlibrary@virginmedia.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can arrange a replacement or refund.

Exceptions / non-returnable items
Certain types of items cannot be returned, these include custom products (such as special orders or personalised items), sale items, special offers such as discontinued lines, mystery bags or seconds, or gift cards.

Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not.  If approved, you’ll be automatically refunded on your original payment method.  Please remember that it can take some time for your bank or credit card company to process and credit the refund to you.