Returns, Cancellations and Refunds Policy

Products Purchased Online or In Store

Products purchased can be returned within 30 days of the original purchase date. A new product may be exchanged for another product or returned for a refund as long as the product meets the below criteria: 

To be eligible for a return: 

    • Order was placed in the last 30 days

    • Item(s) is still in its original packaging

    • Item(s) has not been used or damaged

    • A receipt or proof of purchase can be provided

Products that do not meet these criteria will not be eligible for a refund or exchange.

Select products are not eligible for a refund:

    • Cut laces, braids, fringe, trims and cords

    • All courses, Diploma courses and tours

    • Bundle items (if returning part of a bundle you will forfeit the bundle discount)

    • Embroidery materials such as bullions and threads

    • Bespoke or semi bespoke items 

    • Sale items

Please contact us with your name, order number and reason for return prior to sending the item(s) back to us. Get in touch through our contact form here or by responding to any of your order emails. 

 

Hand & Lock School: Courses and Tours

All courses are non-refundable. Please see our cancellation policies below for courses and studio tours.

Online Courses

More than 30 days prior to the course start date, the following cancellation terms apply:

    • One transfer to the same course on a different date (if available) - no fee.

    • If you are wanting to transfer to an alternate course but your course kit has been dispatched - account credit for the value of the course, minus a £45 kit/admin fee, which can be used to book the alternate course. Additional shipping and duties costs will apply on the new booking, and those already paid will not be refunded.

    • If you are wanting to transfer to an alternate course and your course kit has not been dispatched - account credit for the value of the course and shipping which can be used to book the alternate course.

If your course is less than 30 days away no credit or transfers can be offered

In Person Courses

More than 30 days prior to the course start date, the following cancellation terms apply:

    • One transfer to an alternate course OR account credit for the value of the course.

30 days - 7 days prior to the course start date:

    • One transfer to an alternate course OR account credit for the 50% value of the course.

Less than 7 days prior to course start date - no credit, transfers or refund.

Taster Courses

For online and in person taster course cancellations we can offer the following, 

If your course start date is more than 30 days away we can transfer you one time or offer credit for the value of the course

If your course is under 30 days but more than 7 days away we can transfer you one time or offer 50% account credit for the value of the course

If your course is 7 days or under no credit or transfers can be offered

Studio Tours

All Tours are non-refundable. 

If you are unable to attend please contact us as soon as possible and we will transfer you to another date if available. 

 

Hand & Lock School: Diploma Courses

All Diploma Courses are non-refundable. After booking we cannot refund, offer credit or transfer your booking.

 

Hand & Lock Ticketed Events

 Ticketed Events such as The Prize Exhibition are refundable up to 7 working days before the event start date

 

Damaged Items

If you have received a damaged or faulty product please notify us immediately for assistance, you can contact us through our contact form here or by responding to any of your order emails. 

Faults or damage need to be reported within 30 days of receiving the items. 

 

Contact Us

If you have any questions about the returns, cancellations and refunds policies please get in touch through our contact form here or you can call us on 02075807488