Refund policy

Changed your mind? No problem!

We want you to be completely happy with your purchase. If you've changed your mind, you have 30 days from the date you receive your order to request a return of an eligible non-personalised product.

Before sending anything back, please contact us at contact@littlebirdtoldme.com to request a Returns Authorisation Number (RAN). This helps us process your return efficiently.

For change-of-mind returns, you'll need to return the goods at your own cost. We kindly ask that you:

  • Make sure the items are unused, in their original condition and with their original packaging, where returning under our voluntary 30-day policy.

  • Securely wrap the items to avoid damage during transit.

  • Include a note or copy of your order confirmation with the RAN, if possible.

  • Clearly write the RAN on the outside of the parcel, where provided.

We recommend using a tracked postal service and keeping proof of postage until your refund has been issued.

Once your return has been authorised, please send the goods back within 14 days.

For eligible UK orders, statutory cancellation rights generally allow you to notify us of cancellation within 14 days of receiving your goods and a further 14 days to return them. You can exercise this right by contacting us with a clear statement of cancellation, even without obtaining a RAN.

Where statutory cancellation rights apply, we will refund the price of the returned goods and any applicable original standard delivery charge. Refunds will be processed within the deadlines required by law, including within 14 days of receiving the goods back or evidence that they have been sent, whichever is earlier.

For returns made solely under our additional voluntary 30-day policy, refunds will be issued to the original payment method after the returned goods have been received and inspected.

Our voluntary returns policy does not restrict your statutory consumer rights.

Personalised Products

Our personalised rocking horses and rocking animals are engraved especially for you.

As personalised products are made to your individual specifications, we cannot accept change-of-mind returns or offer refunds where engraving has been carried out correctly using the details supplied by the customer, except where required by applicable law.

Please check all personalisation details carefully before ordering, including spelling, punctuation, capitalisation and font selection.

If your personalised product is faulty, arrives damaged, has been incorrectly engraved by us or is not as described, please contact us. Your statutory rights remain unaffected.

Faulty Items

We take great care to ensure our products meet our quality standards.

If your product arrives damaged, develops a fault or is not as described, please contact us at contact@littlebirdtoldme.com as soon as possible so we can help.

Under UK consumer law, customers generally have the right to reject faulty goods within 30 days of delivery for a full refund.

After this period, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and applicable law.

Where required by law, we will cover reasonable return costs for faulty goods or arrange collection where appropriate.

These rights also apply to personalised products and are not limited by any manufacturer's warranty.

This policy does not affect your statutory consumer rights.