Refund policy

Last updated: 16 May 2026

We want you to be happy with your purchase. This policy explains your rights and our return and refund process. It does not affect your statutory rights.

EU Customers – Consumer Rights Directive.

If you are an EU consumer (resident in any European Union country), your rights under the EU Consumer Rights Directive (2011/83/EU) apply to your distance/online purchase. Our policy is written to meet or exceed these rights.

You have a 14-day right of withdrawal (cooling-off period) from the day you (or someone you nominate) receive the goods. You may cancel for any reason without explanation.

1. Your Statutory Right to Cancel (Change-of-Mind – Distance/Online Sales)

Under the UK Consumer Contracts Regulations 2013 (and the equivalent EU Consumer Rights Directive for EU customers), you have the legal right to cancel without giving a reason within 14 days from the day you (or someone you nominate) receive the goods.

  • To cancel, contact us clearly (e.g., email contact.us@theneedlestore.com) with your decision.
  • Return the goods within 14 days of telling us you wish to cancel.
  • You pay the cost of returning the goods (unless we agree otherwise).
  • We refund the full price of the goods within 14 days of receiving them back (or proof of return). Refunds go to your original payment method.
  • Original shipping/delivery costs are non-refundable for change-of-mind returns.
  • Goods must be unused, in original unopened/undamaged packaging, and in the same condition as received. We may reduce the refund if we see signs of unnecessary handling beyond basic inspection.
  • Exceptions: Printed items (books, magazines, patterns) lose the cancellation/withdrawal right. Other exceptions under EU/UK law may also apply (e.g., personalised items, sealed goods once opened, etc.).

We voluntarily extend the return period to 30 days from the date of receipt for most change-of-mind returns (see section 2).

2. Our Voluntary Returns Policy (Beyond the Statutory 14 Days).

We offer additional goodwill returns for non-faulty items up to 30 days from receipt:

  • Item must be unused, in original unopened/undamaged packaging, and in the same condition as received.
  • Only regular-priced (non-sale) items qualify for refund or store credit under this voluntary policy.
  • Sale/discounted items are non-returnable for change of mind (but see faulty goods below).
  • Printed items (books, magazines, patterns) are not eligible for change-of-mind returns/refunds.
  • You pay return shipping costs (unless we agree otherwise). Please use tracked shipping — we cannot guarantee receipt of untracked returns.

Refund/Store Credit Options

  • Refunds (to original payment method) only if requested within 14 days of receipt.
  • From 15–30 days, we offer store credit (usable anytime in our store).
  • Original shipping costs are non-refundable. Return shipping is non-refundable.
  • Once received and inspected, we'll email approval and process the refund/credit promptly.

3. Faulty, Damaged, or Not-as-Described Goods.

If an item is faulty, damaged on arrival, or not as described, you have stronger rights under the UK Consumer Rights Act 2015 and (for EU customers) the EU Consumer Rights Directive (these take priority over our voluntary policy):

  • You may request a full refund or a replacement.
  • Within the first 30 days from delivery: You can reject the item for a full refund (to the original payment method).
  • After 30 days, we may offer a replacement first; if unsuccessful, we will refund.
  • We cover reasonable return postage (please contact us first for approval and instructions).
  • We refund the original delivery costs and the item cost.
  • Sale items and printed items are covered if faulty/damaged/not as described.
  • LYKKE products include their 5-year manufacturer’s guarantee; ask us for details.

4. Late or Missing Refunds.

If no refund appears after 14 days:

5. How to Return

Ship to: The Needle Store, Camberwell Units, 49-65 Southampton Way, London, SE5 7SW, United Kingdom

Please include the order number and a note with the return reason.

Questions? Email contact.us@theneedlestore.com — we’re here to help!