Returns, Refunds and Cancellations

We hope you love your Hello Possums order. If something isn't quite right, it's easy to send it back.

How to start a return

The quickest way is through your account. Sign in at account.hellopossums.co.uk, open your order and select the items you'd like to return. We'll review your request and email you the next steps.

If you'd rather, you can email info@hellopossums.co.uk with your order number and the items you want to return. Please wait for us to confirm before posting anything back, so your return can be matched to your order and processed quickly.

30-day returns

You have 30 days from the day your order arrives to request a return. For orders that arrive in more than one parcel, the 30 days start when the last item reaches you.

To be accepted, items need to be:

• Unused, unworn and unwashed
• In their original condition, with tags and packaging where applicable

If an item comes back used or damaged, we may refuse the return or reduce the refund, unless it was faulty when it reached you.

Your right to cancel

As well as the 30-day returns window above, UK and EU law gives you the right to cancel an online order within 14 days of receiving it, without giving a reason. After telling us you want to cancel, you have a further 14 days to send the items back.

You can also cancel any order before it's dispatched, either from your account or by emailing us.

Return postage

Unless an item is faulty, damaged or incorrect, return postage is paid by you. We don't charge a restocking fee. We recommend a tracked service and keeping proof of postage, as the parcel is your responsibility until it reaches us.

Please send returns to:

Hello Possums Returns
Unit 1, Highlands Farm
London Road, Bolney
Haywards Heath
RH17 5PX
United Kingdom

Refunds

Refunds go back to your original payment method. Your bank may take a few extra days to show it.

• Cancellations under your 14-day right: we'll refund you within 14 days of receiving the items, or of you showing proof that you've sent them, whichever comes first. This includes the standard delivery charge you paid. If you chose a faster delivery option, we refund the standard delivery amount only.
• Returns under the 30-day window: we'll refund you within 5 to 7 working days of receiving and checking your return. Original delivery charges aren't refunded unless the item was faulty, damaged or incorrect.

Faulty, damaged or wrong items

Please check your order when it arrives. If something is faulty, damaged or not what you ordered, email info@hellopossums.co.uk with your order number and a photo if you can. We'll sort out a replacement or refund, and we'll cover the return postage. This doesn't affect your statutory rights.

Exchanges

Want a different size or colour? Return the original item for a refund and place a new order, or email us and we'll help where stock allows.

Items that can't be returned

Unless they're faulty, we can't accept returns of:

• Gift cards
• Personalised or made-to-order items
• Items that have been worn, washed or altered
• Sale items clearly marked as final sale

Questions

Email info@hellopossums.co.uk and we'll be happy to help.