Return and Repair Policy
The Hackney Horror’s House of Horrors
(the “Atelier”)
Due to the handcrafted and limited nature of our work, returns are accepted only under specific conditions outlined below.
1. Eligible Returns
The Atelier will accept returns or repairs only in the following cases:
The item arrives damaged due to shipping
The item experiences structural breakage under normal, intended wear
To be eligible:
You must contact us within 7 days of delivery
Proof of purchase is required
The item must not show signs of misuse or improper handling
2. Ineligible Returns
Returns or exchanges will not be accepted if:
The item has been worn outside of intended use
Care instructions included with the package were not followed
Damage is caused by impact, force, water exposure, chemicals, or improper storage
The item has been altered, resized, or repaired by a third party
The item is a custom or commissioned piece (unless structural failure occurred under normal wear)
The issue is cosmetic variation inherent to handmade work
3. Custom & Commissioned Pieces
All custom and commissioned pieces are final sale.
The only exception is structural failure occurring under normal wear, as determined by the Atelier after inspection.
4. Resolution Process
If a return is approved, the Atelier reserves the right to determine the appropriate resolution, which may include:
Repair of the original piece
Replacement with the same or a comparable design (subject to availability)
Store credit
Refunds to the original payment method are not guaranteed and are issued at the Atelier’s discretion.
5. Shipping for Returns
Original shipping fees are non-refundable
Customers are responsible for return shipping unless the item arrived damaged
Items must be securely packaged to prevent further damage
6. Final Determination
All return and repair decisions are made at the sole discretion of the Atelier. Submission of a return request does not guarantee approval