Refund Policy

Last updated: June 2026

All Everform Atelier commissions are bespoke, handmade to order using materials you supply. Please read this policy carefully before commissioning.

1. Cancellations

  • Cancelled within 24 hours of payment — full refund issued, no questions asked

  • Cancelled after 24 hours but before materials have been received — deposit refunded minus a £15 administration fee

  • Cancelled after materials have been received — deposit is non-refundable, as work will have begun on your commission

  • Cancelled after work has begun — no refund is available

Under UK Consumer Contracts Regulations 2013, bespoke commissions made to your personal specification are exempt from the standard 14-day cancellation right once production has commenced.

2. Returns

As every piece is made entirely to order and personalised to your materials and specification, I am unable to accept returns on completed commissions unless the piece arrives damaged or faulty.

If your piece arrives damaged, please contact me within 48 hours with clear photographs and I will work with you to find a resolution.

3. Lost or damaged materials in transit to me

I prepare for every commission in advance. If your flowers, fur or ashes are lost or significantly damaged in transit, the following applies:

  • Lost in transit — if loss is confirmed by Royal Mail with proof of tracking, a 50% refund of your deposit will be issued. I recommend always using Royal Mail Special Delivery for this reason.

  • Damaged flowers — some browning or bruising during transit is normal and I can usually still work with your flowers. I will always contact you before proceeding if I have concerns about condition. If flowers arrive with excessive mould, rot or deterioration that makes preservation impossible, I will discuss your options with you — which may include rescheduling with a replacement bouquet from your florist.

  • Fur and ashes — these are robust in transit and rarely affected. In the very unlikely event of loss, Royal Mail Special Delivery compensation would apply.

4. Rescheduling

If you need to reschedule the arrival of your materials, please just get in touch — there is no fee for rescheduling and your payment remains valid for 12 months from the original order date.

5. Faulty or damaged finished pieces

If your finished piece arrives damaged, please photograph it immediately and contact me within 48 hours at hello@everformatelier.co.uk. I will arrange a replacement or refund as appropriate. I take enormous care in packaging every piece, but if something goes wrong in transit I will always make it right.

6. Questions

If you have any questions about this policy, please get in touch at hello@everformatelier.co.uk — I'm always happy to talk things through.