Refund policy
We want you to be happy with your order, and we take great care to ensure everything arrives safely and in perfect condition.
If your order arrives damaged, faulty, or incorrect, please contact us at studio@catherinerayner.co.uk within 7 days of delivery so we can put things right. We may ask for a photo so we can follow up with our courier or supplier.
If you change your mind, we accept returns on most non-personalised items provided they’re unused and in their original packaging.
Please contact us within 14 days of receipt to arrange a return. You’ll be responsible for return postage costs, and we recommend using a tracked service.
Once we receive the item in good condition, we’ll process your refund. Please note that original shipping costs are non-refundable.
Return Address
Catherine Rayner Trading Ltd
109 Whitehouse Loan
Edinburgh
EH9 1AT
United Kingdom
Please include your order number and contact details with your parcel.
Cancellations & Refunds
If you need to cancel an order, please contact us at studio@catherinerayner.co.uk as soon as possible. We’re always happy to help wherever we can.
Please note that once payment has been processed, transaction fees charged by our payment providers (such as Shopify Payments or PayPal) are non-refundable.
If you cancel your order after payment, these fees will be deducted from your refund.
If you accidentally place multiple orders for the same address, we’ll gladly combine shipping where possible. In these cases, we’ll refund any extra postage, minus the non-refundable transaction fee charged by our payment provider.
We appreciate your understanding. As a small independent studio, these fees can add up, and your care in checking orders before completing checkout helps us enormously.
Commissions (Custom Artwork)
Commissions are bespoke, made-to-order artworks created specifically for you. Because of this, they are non-returnable and excluded from standard returns.
Payment secures your place in my diary and reserves time specifically for your commission.
If you need to cancel your commission, please contact me as soon as possible.
As significant time and planning go into reserving commission spaces, payments are generally non-refundable. In exceptional circumstances, and only where work has not yet begun, I may consider a partial refund at my sole discretion, less any payment processing fees and administrative costs incurred.
Once work has started on your commission, all payments are non-refundable.
I will always share a final image for approval before posting, to ensure you are happy with the artwork.