Information
Returns & Refunds
At Adeline Waterson, we strive to ensure every customer is delighted with their purchase. However, we recognise that sometimes a product may not be suitable or circumstances may change. This policy explains how returns, refunds, exchanges, and cancellations are handled. Please note that certain products may not qualify for return. Details are outlined below.
Bespoke & Made-to-Order Products
Products that are produced to specific customer requirements cannot be returned or refunded.
Important Information About Returns
If you decide to return an item during the 100-night trial period, a £30 collection charge will apply.
For example:
If your product cost £300, the £30 collection fee will be deducted from the refund, meaning the refund amount would be £270, provided the item is returned in acceptable condition.
Please note that any delivery charges paid at the time of purchase are non-refundable.
Returned products must be in reasonable condition. If the item is received with damage such as stains, tears, heavy soiling, or structural issues, Adeline Waterson reserves the right to reduce the refund by up to 75% to reflect the condition of the returned goods.
Delivery & Redelivery
Customers must ensure that someone is available to receive the order at the agreed delivery date and time.
If a delivery attempt cannot be completed due to nobody present, we will attempt one re-delivery free or charge. Subsequent delivery attempts may incur a delivery fee.
Items Damaged During Delivery
We take every precaution to ensure that your order arrives safely.
When your order is delivered, please check the packaging and item condition where possible before signing for the delivery.
If you notice any issues after unpacking the product, please notify our customer support team within 48 hours of delivery and provide:
• Your order number
• Clear photographs showing the problem
Unfortunately, issues reported after 48 hours may not be eligible for a replacement or refund.
Cancelling an Order
If you wish to cancel your order, please contact our support team as soon as possible by emailing:
We will confirm whether the order can still be cancelled depending on its processing or delivery status.
Returns Due to Change of Mind
If you change your mind after receiving your order, we can still arrange a return under the following conditions:
• A £30 collection charge will apply
• If you are exchanging your item for a different size, colour, or style, the £30 fee will also apply to cover the collection and delivery of the replacement item
• Any original delivery charges paid at the time of purchase are non-refundable