Returns policy

Your right to cancel

If you are a UK consumer, you have the right to cancel your order within 14 days of receiving your goods. To start a return, you must tell us the reason for the return. We will then refund you within 14 days of receiving the returned item, or within 14 days of you providing proof that you have sent it back — whichever is sooner.

How to return an item

To start a return, you must email us at hello@theoldcowbarn.com with your order number and the reason for the return. We cannot accept a return without a reason, and we will not send a return address until one is provided.

Please pack the item securely, ideally in the original packaging, and obtain a proof of postage receipt. You are responsible for the cost of returning the item unless it is faulty or damaged.

Returns without a reason

We can only accept a return if you tell us the reason for it. If we do not receive a reason with your return request, we will not be able to process it or provide a return address.

Condition of returned items

Returned items must be unused, in their original condition and with any tags or packaging intact. We cannot refund items that have been used, damaged by the customer, or returned without the original packaging.

Refunds

Once we receive and inspect your return, we will refund the original payment method within 14 days. We will also refund the original delivery charge if the whole order is cancelled within the 14-day cooling-off period. If you are returning only part of an order, the delivery charge will not be refunded.

Faulty or damaged items

If an item arrives faulty or damaged, please contact us straight away with photos and your order number. We will arrange a full refund, replacement or repair at no cost to you. This does not affect your legal rights.

Items we cannot accept back

For hygiene and safety reasons, we cannot accept returns on items that have been used, worn, or personalised for you. Custom or made-to-order pieces are also non-refundable unless faulty.

Exchanges

If you would like a different size, colour or item, please return the original item for a refund and place a new order. This is the fastest way to get the item you want.