Refund policy

Last updated: 30 October 2026

We want you to love everything you order from AMOORA for your big day. This policy explains how to cancel an order, return an item and get a refund. Nothing in it affects your legal (statutory) rights as a consumer.

30-day returns

If you change your mind, you can return unused items in their original packaging within 30 days of receiving them. This includes your legal right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which starts the day after you receive your goods (or the last item, if your order arrives in more than one delivery).

How to return: tell us clearly that you wish to return or cancel before the 30 days run out. You can email us at orders@amoora.co.uk or use the model cancellation form at the bottom of this page (you don't have to use the form). Please include your name, order number and the items you're returning.

Sending items back: please return the items within 14 days of telling us. Email us first and we'll send you the returns address.

When you return items because you've changed your mind, you pay the cost of returning them. We recommend a tracked, signed-for service, as items are your responsibility until they reach us.

Your refund: we'll refund you within 14 days of receiving the items back, or within 14 days of you giving us proof that you've sent them, whichever is sooner. Refunds go back to your original payment method and there's no fee.

  • If you cancel within your 14-day legal cancellation period, your refund includes the original delivery charge.
  • If you return items between day 15 and day 30, we refund the price of the items but not the original delivery charge.

Condition of returned items: you may handle an item as you would in a shop to check it. If an item comes back used or damaged beyond that, we may reduce your refund to reflect the loss in value.

Items that can't be returned for a change of mind

  • items personalised or made to your specification, such as items printed or engraved with names, dates or custom wording;
  • goods that can deteriorate or expire quickly, such as fresh flowers or food;
  • sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

These items are still covered if they are faulty, damaged or not as described (see below).

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something isn't right:

  • Within 30 days of delivery you can reject the item and get a full refund, including delivery.
  • After 30 days (or if you prefer), you can ask for a repair or replacement. If that isn't possible, or doesn't fix the problem, you can have a refund or a price reduction.

Please email orders@amoora.co.uk with your order number and a photo of the problem. It helps us to sort things out quickly if you tell us as soon as possible, ideally within 48 hours of delivery for damage in transit, but this does not limit your legal rights. We cover the cost of returning faulty, damaged or incorrect items.

Planning around your wedding date

We recommend ordering at least 4 weeks before your big day and checking your items as soon as they arrive, so there's time to put anything right.

Cancelling before dispatch

If you'd like to cancel an order that hasn't been dispatched yet, email us and we'll cancel it and refund you in full, including delivery. Personalised items may already be in production; if so, we'll let you know.

Contact us

AMOORA
Email: orders@amoora.co.uk

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: AMOORA, orders@amoora.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
_____________________________________
Ordered on [*] / received on [*]: ______________
Order number: ______________
Name of consumer(s): ______________
Address of consumer(s): ______________
Signature of consumer(s) (only if this form is sent on paper): ______________
Date: ______________

[*] Delete as appropriate.