Refund policy

Updated on October 02, 2025

You have the right to return your order up to 30 days after receiving it. Once a return is approved and received, refunds will be processed within 7 business days.

Conditions for Returns

Product Condition

Items must be unused, in their original packaging, and in the same condition as received.

Non-returnable Items

Custom-made items
Perishable items
Hygiene-sensitive items (for safety reasons)

Return Options

You may choose one of the following:

Full refund to the original payment method
Store credit (available upon request)
Replacement for damaged or faulty products

Return Process

Step 1

Contact our support team at info@diysmallworld.com within 30 days of delivery.
Include your order number and reason for the return.

Step 2

Our team will provide detailed return instructions and a downloadable return form.

Step 3

Ship the item to the return address provided by our team.
Important: The return address may vary depending on the product.
Always contact us before sending anything back.

Return Costs

Return shipping costs are the customer’s responsibility unless:

The item is damaged
The item is faulty
The item received is incorrect

In these cases, DIY Small World covers the return cost.

Return Address

All returns must be shipped to the address provided by our customer service during the return process.

DIY Small World
128 City Road, London, England, EC1V 2NX, United Kingdom

For any return-related questions, contact us at info@diysmallworld.com

Return Form

Our support team will send you a return form once your return is initiated.
This form must be included in your return package.

Refund Process

Processing Time

Refunds are processed within 7 business days after the returned item is received and inspected.

Refund Method

Refunds will be issued to the original payment method used during purchase.

Specific Scenarios

Exchanges

Yes, we accept exchanges. Contact our support team to begin the process.

Change of Mind

You may cancel or request a return within 24 hours of placing your order.
If 24 hours have passed, wait for delivery and proceed through the standard return process.

Faulty Items

If you receive a defective product, contact us immediately with photos of the issue.
We will arrange a refund or replacement quickly.

Damaged Items

If your order arrives damaged, send us photos of:

The item
The packaging

We will arrange a replacement or refund.

Wrong Product Received

Notify us within 7 days of delivery.
We will send the correct product at no cost to you.

Item Never Arrived

If your item hasn't arrived:

Review our Shipping Policy
Track your order via our tracking page
If still unresolved, contact us and we will investigate

Order Cancellation

You may cancel your order within 24 hours of placement.
If the order has already shipped, you will need to return it after receiving it.