Return Policy

Effective Date: 11/06/2025

At BUSTER AND BERTIE LTD, we want our customers to be satisfied with their purchases. This Return Policy explains the conditions under which items may be returned, refunded, or exchanged.

Please read the following information carefully before requesting a return. By placing an order through our website, you agree to the terms outlined in this policy.

Return Eligibility

You may request a return within 30 days of receiving your order. To be eligible for a return, the following conditions must be met:

• The item must be unused and in the same condition in which it was received
• The product must be returned in its original packaging
• All original tags, labels, and accessories must be included
• You must provide proof of purchase such as your order confirmation email or order number

Returns that do not meet these conditions may not be accepted or may be subject to partial refunds depending on the condition of the returned item.

How to Return

1. Find Your Return Label
   A prepaid DHL return label may be included in your shipment for convenience.
2. Schedule Pickup
   Customers can arrange a courier pickup using DHL’s online service: schedule DHL pickup.
3. Missing Label?
   If your return label is missing, please contact us at info@oldworldcharm.co.uk and our support team will assist you.

Return Address

Returned items must be sent to the warehouse or dispatch address provided on the return label. Please do not send returns to our registered company address unless specifically instructed to do so.

Using the correct return address helps ensure your return is processed quickly and efficiently.

Refunds

Once your returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund request.

If the return is approved, refunds will typically be processed within 14 business days. The refund will be issued to the original payment method used during checkout.

Please note that depending on your bank or payment provider, it may take additional time for the refunded amount to appear on your account statement.

You will receive an email notification once the refund has been processed.

Return Shipping Responsibility

If a prepaid return label is provided, the return shipping cost may be covered by us. In cases where a prepaid label is not available, customers may be responsible for arranging and covering the return shipping costs.

We recommend using a trackable shipping service when returning items, as we cannot guarantee receipt of returned packages that are sent without tracking.

Non-Returnable Items

Certain items may not be eligible for return. These include, but are not limited to:

• Items showing signs of use or damage caused by the customer
• Items returned without original packaging or missing components
• Items returned after the 30-day return period
• Products that were clearly marked as non-returnable or final sale

Exchanges

If you would like to exchange an item for another product, please contact our support team before returning the item. Exchanges may be available depending on product availability.

In many cases, the fastest way to receive a replacement item is to return the original product for a refund and place a new order.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery.

• Provide your order number
• Include clear photographs of the damaged item and packaging
• Describe the issue in detail

After reviewing the claim, we will offer an appropriate solution, which may include a replacement, repair, or full refund depending on the situation.