Refund policy

 

Return and Refund Policy

Order Cancellations

Every item at Mystic Primrose is handmade-to-order. Because production begins immediately and materials are allocated to your specific build, all sales are final and we do not offer cancellations. Please ensure all order details and shipping addresses are correct before completing your purchase.

Returns

We offer a 14-day window for return requests.

  • Eligibility: To be eligible, items must be in their original, unused condition and in the original packaging. Proof of purchase is required.

  • Exclusions: Due to the nature of our products, we do not accept returns for "change-of-mind" or personal preference once an item has been delivered. This applies to all products, including books, decks, and spell jars.

  • Process: Contact info@mysticprimrose.com to start a return. Items sent back without prior approval will not be accepted. The buyer is responsible for all return shipping costs.

EU 14-Day Cooling-Off Period & Exemptions

Please Note that under EU consumer law, the standard 14-day right of withdrawal does not apply to goods that are made to order, custom-crafted, personalized, or to instant digital content. Because we maintain an authentic, handcrafted practice, all of our spell jars are individually hand-made to order and cannot be resold. Therefore, all sales of made-to-order spell jars, custom spell castings, personalized/signed copies of Manifest Like A Witch, and instant digital downloads are final and strictly exempt from the 14-day cooling-off period. By placing your order, you acknowledge and agree to these terms.

International Shipping & Customs (DDP)

Where possible, Mystic Primrose ships using Delivered Duty Paid (DDP). This means we cover the cost of customs duties and import taxes at checkout so your parcel clears customs without additional fees or delays.

  • DDP Exceptions: In rare instances where a destination country does not allow DDP, any local import fees remain the responsibility of the customer.

  • Refused Parcels: If a parcel is returned due to unpaid duties or a failure to accept delivery, a refund will be issued for the product cost only, minus a 3.5% restocking fee. Original shipping costs are non-refundable.

  • Resend Policy: If a DDP parcel is returned to us, we offer one resend to the same address for a  £15/$20 reshipping fee.

Delivery Issues

  • Stolen/Lost Packages: Once a package is marked "Delivered" by the carrier (Royal Mail/USPS), our contract is fulfilled. Mystic Primrose is not responsible for stolen packages. For lost mail, please contact the carrier directly.

  • Incorrect Address: We are not responsible for lost packages or reshipments due to an incorrect address provided at checkout. Changes must be reported within 24 hours of ordering.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to your original payment method. Please note that banks may take several business days to post the refund to your account.