Agate Mouse

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

In the unlikely event that you need to return any of your items, please contact us within 2 days of delivery in the first instance to arrange the return. Postage and packaging costs are covered by the buyer, unless the product itself is damaged or faulty, in which case we will cover these and do our utmost to rectify the situation as best we possibly can. Returns must be sent to us within 14 days from the date of order.

Exchanges will only be made if there is a like-for-like product available to exchange with, otherwise a refund will be issued.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags if necessary, and in its original packaging. You’ll also need the e-mail receipt or proof of purchase.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Typically, we process the refund within 24 hours of it being accepted, but your bank can take 3-5 working days to process this amount and to show it in your balance.

Unfortunately, we cannot accept returns on sale items or gift cards.

United Kingdom:

Standard: Eco Box GBP 5.49

Express: Eco Box GBP 6.99

Standard – your parcel will be packaged within 1 working day and sent using Royal Mail Tracked 48. This service usually takes an average of 2-5 working days after despatch.

Express – your parcel will be packaged within 1 working day and sent using Royal Mail Tracked 24. This service usually takes an average of 1-3 working days after despatch.

Europe (Zone 1 + 2): Eco Box GBP 14.49

Europe (Zone 3): Eco Box GBP 18.99

Rest of World: Eco Box GBP 26.99

Tracked International – your parcel will be packaged and sent using Royal Mail Tracked International. This service usually takes an average of 20 working days, dependant on your country. However, packages can take up to 2 months to be received overseas due to extra Customs checking.

Please note: Europe/Rest of World – Due to Brexit, there may be import charges added to your package by your own country at time of delivery. Please check with your own mailing company before ordering to ensure that you are satisfied with these charges.

In the unlikely event that your package goes missing during transit, we can chase this up for you. Please note however that Royal Mail cannot investigate until 10 working days have passed, but after this time, we can open a "missing items investigation" and either issue you with a full refund or replacement.

Packaging

We aim to use recycled or sustainable sourced packaging for shipping and packaging where possible to help minimise environmental impact.

Europe (Zone 1 + 2): Republic of Ireland, France, Germany, Denmark, Monaco, Austria, Latvia, Lithuania, Luxembourg, Belgium, Bulgaria, Malta, Netherlands, Croatia, Poland, Cyprus, Portugal, Czech Republic, Romania, Estonia, Slovakia, Finland, Slovenia, Greece, Spain, Hungary, Sweden, Italy

Europe (Zone 3): Albania, Moldova, Andorra, Montenegro, Armenia, North Macedonia, Azerbaijan, Norway, Belarus, Russia, Bosnia & Herzegovina, San Marino, Faroe Islands, Serbia, Georgia, Switzerland, Gibraltar, Tajikistan, Greenland, Turkey, Iceland, Turkmenistan, Kazakhstan, Ukraine, Kosovo, Uzbekistan, Kyrgyzstan, Vatican City State, Liechtenstein

Every product image we display is an actual photograph and/or video of the real product, ensuring no false advertising.