Refund policy

Last updated: 29th March 2026


At The Local, we want you to love every item you receive. If something isn’t right, we’re here to help. This policy explains your rights and how to return products, including your legal right to cancel under UK law.

 

 

1. YOUR RIGHT TO CANCEL (14-DAY COOLING-OFF PERIOD)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for most items within  30 days of receiving it, for any reason.

To exercise this right, you must notify us in writing at hello@local.shop within 14 days of delivery.

Once you notify us, you then have a further 30 days to send the item(s) back to us.

 

What you’ll receive

Once we receive the returned item(s), we’ll issue a refund for:

  • the cost of the products

  • the standard delivery cost (if applicable)

You are responsible for the return postage cost, unless the item is faulty or incorrect.

 

 

2. ITEMS THAT CANNOT BE RETURNED

Due to the nature of our products, the following items are non-returnable unless faulty:

  • perishable food or drink items

  • personalised, customised or handwritten items (e.g., handwritten cards, custom messages)

  • items that have been opened, used or cannot be returned in resaleable condition

  • gift boxes where seals or packaging have been broken in a way that prevents resale

This does not affect your legal rights if the item is faulty.

 

 

3. FAULTY OR DAMAGED ITEMS

If your order arrives damaged, faulty, or incorrect, please email hello@local.shop within 48 hours of delivery with:

  • your order number

  • a description of the issue

  • clear photos of the item and packaging

We will replace the item or offer a refund, depending on the issue.

Where replacements are not possible (e.g., limited-edition items), we will offer a suitable alternative or refund.

All faulty returns are free of charge.

 

 

 

4. HOW TO RETURN AN ITEM

To start a return, please contact us at hello@local.shop.

We will confirm the return address and any required steps.


Return requirements:

  • items must be unused and in the same condition you received them

  • items must be in original packaging wherever possible

  • include your name, order number and reason for return inside the parcel

We strongly recommend using a tracked postal service.

We are not responsible for items lost or damaged in return transit.

 

 

5. REFUNDS

 

How refunds are issued

Refunds are issued to the original method of payment only.

Once your return is received and inspected, we will email you to confirm approval or rejection of the refund.

Approved refunds are processed within 5–10 working days, depending on your payment provider.


Shipping costs

  • Standard delivery charges are refunded if you cancel under your 14-day right to cancel.

  • Upgraded/express shipping charges are not refundable.

  • Return postage is your responsibility unless the item is faulty or incorrect.

 

 

6. EXCHANGES

We do not offer direct exchanges.

If you would like a different item, please return the original item (if eligible) and place a new order.

 

 

 

7. GIFT RETURNS

If you received a gift purchased from us:

  • we can only refund the original purchaser

  • or, we can issue a gift card to the recipient, if the purchaser requests this

We cannot disclose order information to a gift recipient without the purchaser’s permission.

 

 

 

8. CORPORATE & BULK ORDERS

For corporate or large-volume orders:

  • bespoke or co-branded items are non-returnable unless faulty

  • returns for non-faulty goods may be accepted at our discretion

  • any agreed refunds for bulk orders may be subject to restocking fees

 

 

9. CONTACT US

If you have any questions about returns or refunds, please contact:

 

The Local

Email: hello@local.shop

45 Bradford Road

Trowbridge, Wiltshire

BA14 9AN