We strive to give the best possible after-care service to our customers. This includes accepting refunds and returns as is required by law, under the Distance Selling Regulations.
Because our items are made to order, we do not accept returns for change of mind.
If your item arrives damaged, you must let us know within 48 hours of receiving your order. You must let us know by emailing sales@totally-rustic.com, stating your name, delivery address, order number and a description of the damage or fault. We may request photos of the product as it arrived. If you notice your item has damage, you must not sign for or accept the delivery. On this occassion, please let us know immediately so that we can communicate with the courier.
If you receive your item and it’s not what you ordered, you must contact us within 48 hours to report this.
