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Refund Policy

Effective Date: August 31, 2025
Last Updated: August 31, 2025

At Tale House (www.tale-house.com), operated by Victoria Henderson from our UK base, we cherish the unique stories behind each antique and painting we curate. Because our items are one-of-a-kind, we aim to ensure every purchase brings joy to your home. This Refunds Policy outlines our approach to returns and refunds, designed to be fair and transparent while respecting the singular nature of our offerings. Please read this alongside our Shipping Policy for details on delivery and handling.
 

1. All Sales Are Final

Our antiques and paintings are unique, irreplaceable pieces, so all sales are final unless an item arrives damaged or qualifies for a return under the conditions below. We encourage you to carefully review product descriptions, images, and dimensions before purchasing. For any questions about an item, reach out to us at hello@tale-house.com before ordering.
 

2. Returns for Damaged Items

We package each piece with care using specialised picture frame boxes, but shipping mishaps can occur. If your item arrives damaged:

  • UK Orders: Notify us within 24 hours of delivery by emailing hello@tale-house.com with your order number, clear photographs of the damaged item, and its packaging.

  • International Orders (e.g., Europe, Canada, Australia, New Zealand, Japan, Singapore): Notify us within 48 hours of delivery with the same details.

  • Resolution: We’ll collaborate with you to resolve the issue, either through an insurance claim (via Shippo with DHL Express Worldwide or DPD, subject to a 25% deductible) or by issuing a refund. Replacements are rarely possible due to our one-off inventory. Refunds are processed within 5-7 business days of claim approval.

  • Packaging: Retain all original packaging until the claim is resolved, as carriers may require inspection.
     

Failure to report damage within these timeframes may limit our ability to process an insurance claim.
 

3. Change-of-Mind Returns

If you change your mind about a purchase, returns are accepted under strict conditions due to the unique nature of our items:

  • Timeframe:

    • UK and EU customers: Within 14 days of delivery, as required by UK/EU consumer rights.

    • Other regions (e.g., Canada, Australia, New Zealand, Japan, Singapore): Within 30 days of delivery.

  • Condition: Items must be unused, in their original condition, and securely repacked in the original or equivalent packaging to prevent damage during return transit.

  • Return Shipping: You are responsible for arranging and paying for return shipping using a tracked, insured service (e.g., DHL Express or equivalent). We recommend insuring the item for its full value.

  • Restocking Fee: A restocking fee (e.g., 10-15% of the item’s price or actual shipping/courier costs) may apply to cover our original shipping expenses. We’ll confirm the fee before processing.

  • Refund Process: Refunds (minus restocking fees and original shipping costs) are issued within 5-7 business days of receiving and inspecting the returned item, processed to the original payment method (PayPal, Stripe, or Klarna).
     

To initiate a return, email hello@tale-house.com with your order number and reason for return. We’ll provide instructions and confirm any fees.
 

4. Non-Returnable Items

Refunds or exchanges are not available for:

  • Items amended, altered, restored, reframed, or modified at your request.

  • Items damaged by the buyer after delivery (e.g., during unpacking or display).

  • Items not reported as damaged within the 24-hour (UK) or 48-hour (international) timeframe.
     

5. Lost Shipments

If your order is lost in transit (not delivered within the estimated timeframe per our Shipping Policy), contact us at hello@tale-house.com with your tracking number. We’ll file a claim with DPD or DHL Express Worldwide (international) and issue a refund within 5-7 business days of claim approval. Replacements are not typically available due to our unique inventory.
 

6. International Returns

For international customers:

  • You are responsible for return shipping costs and any customs duties or taxes incurred during the return process.

  • Ensure compliance with your local customs regulations.

  • Refunds exclude original shipping costs and any import fees paid at checkout.
     

7. How to Request a Refund or Return

To request a refund or return:

  • Email hello@tale-house.com with your order number, details of the issue (e.g., damage with photos), and your preferred resolution.

  • For damages, include clear photos of the item and packaging.

  • For change-of-mind returns, confirm the item’s condition and arrange tracked, insured shipping.

  • We’ll respond within 5 business days with instructions and any applicable restocking fees.
     

8. Contact Us

We’re here to ensure your Tale House experience is as special as our antiques. For refund or return inquiries, contact:

Thank you for choosing Tale House. We’re dedicated to delivering treasures that spark joy, and we’ll work with you to resolve any issues with warmth and care.

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