Returns and refunds

Changing your mind

If you buy as a consumer, you can normally withdraw from an online purchase within 14 calendar days of receiving the goods, without giving a reason. To notify us, email sales@sherwood.store with your name, order number and the items you wish to return. A clear statement of your decision is sufficient; a particular form is not compulsory.

Returning the goods

Send the items back within 14 days of notifying us of your withdrawal, to Sherwood Store Srls, Via Emilia 3009, 47822 Santarcangelo di Romagna (RN), Italy. You pay the direct cost of returning an item when you change your mind. Contact us if you would like help arranging a collection; any charge will be agreed before booking.

Pack the goods securely and include all supplied parts and accessories. Keeping the original packaging helps protect them, but missing packaging does not automatically cancel your withdrawal right. You may inspect the goods as you would in a shop. If handling goes beyond what is necessary to establish their nature, characteristics and functioning, we may deduct the resulting reduction in value from the refund.

Your refund

We refund payments, including the cost of our least expensive standard outbound delivery, within 14 days of receiving your withdrawal notice. We may wait until we receive the goods or proof that you have sent them back, whichever comes first. Additional costs for a more expensive delivery option are not refundable. We use the original payment method unless you expressly agree to another method that does not cost you anything.

Damaged, incorrect or faulty items

If your order arrives damaged, contains an incorrect item or has a fault, contact us promptly with your order number, a description and useful photographs. This is different from a change-of-mind return: your statutory rights for goods that are not as described or do not conform to the contract remain unaffected. We will explain the appropriate return or replacement procedure and the applicable costs before you send anything.

Personalised products

A statutory withdrawal exception can apply to goods made to your specifications or clearly personalised. A gift message or wrapping service does not automatically remove your withdrawal right for a standard, unmodified puzzle. Contact us before ordering if you are unsure which parts of a personalised purchase can be returned.