Returns & Refunds Policy (The Hickson Diaries)
Last updated: 23 April 2026
This Returns & Refunds Policy explains how returns, exchanges and refunds work for purchases made from The Hickson Diaries via hicksondiaries.com.
If you need help, contact: hicksondiaries@gmail.com
1) Overview
We sell physical products and digital instant downloads. Return eligibility depends on what you purchased and where you’re located. Nothing in this policy affects your statutory consumer rights.
2) Physical items (non-personalised)
Returns accepted: Yes, for eligible non-personalised physical items.
Return window: You must contact us within 14 days of delivery to request a return. Items must be sent back within 14 days of your return being approved.
Condition of returns: Items must be unused, in their original condition, and returned with any original packaging where possible.
Non-returnable physical items (unless faulty):
- Personalised/custom-made items
- Items that are not suitable for return for hygiene reasons once unsealed (if applicable)
- Gift cards (if you sell them)
Return shipping costs:
- If you are returning an item because you changed your mind, you are responsible for return postage and any packaging costs.
- If the item is faulty, damaged, or incorrect, we will cover reasonable return postage (or offer an alternative solution).
Original shipping fees: Original delivery charges are not refunded unless required by law.
3) Personalised items
Because personalised items are made to order, we do not accept returns or exchanges for personalised items unless they arrive faulty, damaged, or not as described.
4) Digital products (instant downloads)
Due to the nature of instant-download digital products, we generally do not offer refunds once access has been provided or the download has started, except where required by law.
If your digital file is faulty (e.g., corrupted file, wrong file), contact us and we will provide a working replacement file or another appropriate remedy.
5) Damaged, faulty, or incorrect items
If your order arrives damaged, faulty, or you received the wrong item, email: hicksondiaries@gmail.com within 7 days of delivery with:
- your order number
- a description of the issue
- photos (and packaging photos if relevant)
We’ll offer a suitable resolution (replacement, repair, partial refund, or full refund depending on the situation and availability).
6) How to request a return (physical items)
1. Email hicksondiaries@gmail.com with your order number and the item(s) you want to return.
2. We’ll confirm whether your return is approved and provide return instructions.
3. Pack the item securely and send it back using a tracked service (recommended).
4. Keep proof of postage until your return is completed.
7) Refunds
If your return is approved:
- Refunds are issued to the original payment method.
- Refund timing depends on your payment provider, but we aim to process refunds within 10 business days of receiving and inspecting the returned item.
We may reduce the refund if an item is returned in a condition that indicates use beyond what’s necessary to inspect it (where permitted by law).
8) Exchanges
We don’t guarantee exchanges. If you want a different item/size/variant, the simplest option is usually to return the eligible item (if applicable) and place a new order.
9) International orders
International customers may return eligible physical items under the same rules above, but you are responsible for:
- return shipping costs* (unless the item is faulty/incorrect)
- ensuring the parcel is correctly labelled
- any customs forms required for the return shipment