Returns & Refunds

For most online orders you have the right to cancel for any reason within 14 days of the day you, or someone you nominate, receive the goods. To cancel, tell us clearly within that period, for example by emailing hello@theguildedveil.co.uk or using our contact form, with your order number. You do not need to give a reason or use a form, though one is available below if you prefer. If your order arrives in more than one parcel, the 14 days run from the day the last item arrives. Only the person who placed the order can cancel it. The refund goes back to the payment method used. This information is also in your order confirmation email.

Please email us before sending anything back. We will reply with the returns address within one working day. Send the goods back within 14 days of telling us you are cancelling. You pay the cost of return postage, and we recommend a tracked service, as the goods are your responsibility until they reach us. Keep your proof of posting.

The cancellation right does not apply to goods made to your specification or clearly personalised. This includes any handmade pendulum or rune set made or customised to order, and the product page will say so before you buy. Your separate rights for faulty or misdescribed goods (below) always apply.

You are welcome to inspect a deck as you would in a shop. Most of our decks are sold sealed in cellophane, just as they would be on a shop shelf. If your deck arrived sealed, opening the seal goes beyond that inspection: an opened deck can no longer be sold as new and we will deduct from your refund the amount by which its value has been reduced. For an opened but otherwise untouched deck that is the difference between our price for a sealed deck and our price for an opened one. Whether or not your deck arrived sealed, if the cards have been used, marked or damaged, or the deck is incomplete, the deduction is larger and may be up to the full price. We photograph every return when we open it and will tell you the figure and the reason before we process the refund.If you bought an opened deck or a second you still have the same 14 days to change your mind. We expect it back in the condition described on its page.

We refund the price you paid for the goods plus the cost of standard delivery, less any deduction described above. We do not refund any extra you chose to pay for a faster delivery option. The refund goes to the payment method you used, within 14 days of the day we receive the goods back or, if earlier, the day you send us proof of posting. We do not charge any fee for making a refund.

If an item is faulty, damaged or not as described, you have rights under the Consumer Rights Act 2015 that we cannot take away. If you tell us within 30 days of receiving it, you can reject it for a full refund. After 30 days, or if you prefer, we will repair or replace it; if that is not possible or does not fix the problem, you can have a refund, which after the first six months may be reduced to reflect the use you have had. A fault that shows within six months of delivery is assumed to have been there when it arrived, unless we can show otherwise. If you live in the EU, you also have a legal guarantee of conformity lasting at least two years from delivery.To make a claim, email hello@theguildedveil.co.uk with your order number and a description of the problem, with photos if you can. We pay the cost of returning a faulty item: we will send you a prepaid return label and refund you within 14 days of the item reaching us.

Pre-orders are paid for at checkout and ship once stock arrives; the product page shows an estimated dispatch window. You can cancel a pre-order at any time before it ships. We will refund you in full within 14 days of your request. Once it has been delivered, your 14-day cancellation right and your rights for faulty goods apply in the usual way.

An email is all you need. If you would rather use a form, download our cancellation form, fill it in and email it to hello@theguildedveil.co.uk.

Download the cancellation form (PDF)