14-day returns

You can return most items within 14 days of delivery for a full refund. To be eligible, the item must be unworn, unwashed, and in its original condition with any tags attached. Please get in touch before sending anything back so we know it's on its way.

How to start a return

Contact Susan within 14 days of receiving your order:

  • Email susankistner6@gmail.com or use the contact form
  • Include your order details and the reason for the return
  • If the item arrived damaged or not as described, please attach photographs — this helps us resolve things quickly

Once your return is approved, post the item back in its original packaging where possible. We recommend using a tracked service, since Bright Hopes Art can't take responsibility for items lost in transit back to us.

Refunds

Once your return is received and inspected, we'll confirm by email and process your refund to the original payment method. Refunds are usually issued within 5–7 working days, though it can take a few extra days for your bank or card provider to show it.

Made-to-measure & commissioned pieces

Because made-to-measure garments and bespoke commissions are created specifically for you, they can only be returned if the item arrives damaged or doesn't match what was agreed. This doesn't affect your statutory rights. If you're considering a commission, Susan is always happy to talk through details, sizing and fit beforehand to make sure it's right.

Damaged or incorrect items

If your order arrives damaged, faulty, or isn't what you ordered, let us know within 48 hours of delivery with photographs, and we'll sort out a replacement, exchange, or full refund — including return postage.

Who pays for return postage?

For a standard change-of-mind return, return postage is the customer's responsibility. If the item is faulty, damaged in transit, or sent in error, Bright Hopes Art covers the cost.

Questions?

If anything here isn't clear, or your situation doesn't quite fit the above, just get in touch — every case is looked at individually and we'll always try to find a fair outcome.