Order by phone: +44 (0) 117 942 4000

Refunds & Returns

Can I return my goods?

We want you to love your Howkapow goodies but if for any reason you are not completely satisfied with your purchase, simply return the item(s) to us within 30 days of the shipping date along with your returns form.

Returns in the UK are free and a FREEPOST address is included in your delivery. The postage for overseas returns will have to be covered by the customer.

For hygiene reasons unfortunately we cannot return or exchange earrings. 

We also cannot accept returns or refunds on Sale items unless they are damaged or faulty.

We also cannot accept returns on custom frames are these are made to order.

All we ask is that the items you send back are:

  • Unworn / Unused
  • In the same condition we sent them out to you
  • In their original packaging

To arrange a return, fill out the returns form that comes with your order and pop it back to us in your package. Returns sent to us without a note cannot be processed. 

Your refund will be credited in the same manner and to the same account used to make the original purchase. We regret that we are unable to refund the initial postage costs for returns.

The item is your responsibility until it reaches us. Our free postage does not include tracking or insurance so ask in the post office if you'd like to add these. Also be sure be get a proof of posting.

How long will it take to process?

We process a refund or exchange within 3 working days of receipt of your return. At this point we will e-mail you confirmation of a refund, or send you your replacement.

As a result, please do not contact us until 3 working days have passed since we received your return. Be assured that we will endeavour to process exchanges as quickly as possible! :)

If it has been more than 3 working days since we received your return please contact us quoting your name, full address and order number and we will sort it out for you straight away.

What if my order is faulty, damaged or part of it is missing?

Apologies! If the item you received is not what you originally ordered, or is faulty in any way, please contact us within 7 days of receiving it giving us your name, address and your order number, photos of any damage, and let us know if you require a refund or a replacement.

In case of a damaged or faulty item, we must have photographic evidence to process any claims, and we will refund any postage costs to you or send you out a replacement free of charge.

Can I change my order before it is sent?

If we haven’t yet shipped the order then it may be possible to amend it. To change your order please contact us with your order number and details of the amendment(s) you require.

We will reply to your e-mail to confirm if the amendment has been possible. Unfortunately, if your order has been shipped it won’t be possible to amend it. 

Can I cancel my order?

Under the United Kingdom’s Distance Selling Regulations Act you have the right to cancel your order and obtain a full refund. Please note some items are non-returnable for hygiene reasons (such as earrings). 

Please log into your account and if the order status is still “Processing” it may be possible to cancel your order before it is dispatched.

All order cancellations must be sent to us via e-mail quoting your name, order number and full address.