Returns & refunds

Changing your mind

You may tell us that you wish to cancel and return an eligible order within 14 days of receiving it. After notifying us, please send the item back within the following 14 days. Email sales@faramirstore.com before posting a return so we can identify it correctly.

Inspecting and packing a return

You may inspect a piece as you would in a shop. Please handle it only as much as needed to decide whether to keep it. Handmade stone pieces can be damaged if they move inside a parcel, so we strongly recommend reusing the original inner protection and outer box wherever possible. If the original packaging is unavailable, use equivalent secure protection. You are responsible for the return until it reaches us, so a tracked service is recommended. We may reduce a refund only where handling beyond what is reasonably necessary has reduced the item's value.

Return postage

For a change-of-mind return, the customer is responsible for return postage. If an item is faulty, damaged in transit or not the item ordered, we will arrange or reimburse reasonable return postage.

Damaged or incorrect items

Please contact us as soon as possible, preferably within 48 hours of delivery, and include your order details plus clear photographs of the item and packaging. This helps us resolve the issue quickly and raise a carrier claim where needed. Your statutory rights are not affected.

Handmade variation

Each piece is cast, sanded and finished by hand. Small variations in tone, texture, edge, surface pattern and tiny air marks are natural characteristics of the process and make each object individual. These expected variations are not normally faults. Significant damage, cracks or an incorrect item will always be treated separately.

Refund timing

Eligible refunds are issued to the original payment method within 14 days of receiving the returned goods or acceptable evidence that they were sent back, whichever is earlier. For a full-order cancellation, we also refund the cost of our least expensive standard delivery option; an upgraded delivery charge is not refundable beyond that standard amount.

Faulty goods

Your legal rights for faulty, damaged or misdescribed goods are separate from the change-of-mind policy. This includes the short-term right to reject qualifying faulty goods within 30 days. Contact us so we can offer the appropriate repair, replacement or refund without unnecessary delay.

Personalised pieces

If we introduce personalised or clearly made-to-your-specification pieces, the statutory change-of-mind right may not apply; this will be displayed clearly before purchase. This does not affect rights relating to faulty goods.

How to cancel

You can email us with a clear cancellation statement or use our optional model cancellation form. You do not have to use the form.