Refund policy

Returns & Refunds

We hope you’ll love your To Pastures New piece. If you change your mind, please contact us at hello@topasturesnew.com within 14 days of receiving your order to arrange a return.

Items must be returned unused and in their original condition and, where possible, in their original packaging. Once you have notified us that you would like to return an item, please send it back within 14 days.

Customers are responsible for the cost of return postage unless an item is faulty, damaged or incorrect. We recommend using a tracked service when returning your order, particularly for lampshades, as we cannot be responsible for items lost or damaged during return transit.

Once your return has been received and checked, your refund will be processed to your original payment method. Where applicable, the standard delivery charge paid when placing your order will also be refunded.

Handmade & Made-to-Order Lampshades

Our lampshades are handmade to order in our standard designs, colourways and sizes. Our usual returns policy applies to these pieces.

Our standard lampshade sizes are those shown as purchasing options on the relevant product page.

If you request a lampshade in a non-standard size, or another variation made specifically to your requirements, this will be considered a bespoke order.

As bespoke pieces are made specifically to your specifications, they cannot be returned or exchanged if you change your mind. We will make this clear before you place a bespoke order.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Fabric by the Metre

Fabric by the metre is cut to your selected length specifically for your order. Once your fabric has been cut, we are unable to accept change-of-mind returns or exchanges.

Please check the quantity you require carefully before placing your order. We recommend ordering a fabric sample first if you would like to check the colour, texture or weight before ordering fabric by the metre.

This does not affect your statutory rights if your fabric is faulty, damaged or not as described.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at hello@topasturesnew.com.

Please include your order number and, where possible, photographs of the item and its packaging so that we can resolve the issue as quickly as possible.

If an item is faulty, damaged or incorrect, we will arrange an appropriate replacement, repair or refund in accordance with your statutory rights.

Refunds

We will let you know once we have received and checked your return.

Approved refunds will be made to your original payment method. Please allow time for your bank or payment provider to process the refund after it has been issued.

Where an entire eligible order is cancelled under your statutory cancellation rights, we will also refund the cost of our standard delivery option. Any additional amount paid for an upgraded or express delivery service is not refundable beyond the cost of our standard delivery service.

Exchanges

We do not currently offer a direct exchange service. If you would like a different standard product, size or colourway, please return the eligible item in accordance with this policy and place a new order.

Bespoke pieces and fabric cut to your selected length cannot be exchanged for change-of-mind reasons.