Refund policy

Returns
You have 14 days from the day you receive your order to tell us you'd like to return it, and a further 14 days after that to send it back.

To be eligible for a return, items must be unworn and unused, in the same condition you received them, with tags and in their original packaging. You'll also need your receipt or proof of purchase.

To start a return, email jack@unusualhorror.com or go to your account (https://account.unusualhorror.com), open the order and click "Request return". If your return is accepted, UK customers will be sent a return label. Please don't send items back without requesting a return first; we can't process returns we weren't expecting, and sending them back to you will be at your cost.

Return postage
For UK returns, the cost of the return label is deducted from your refund. For international returns, return postage is at your expense.

Damages and issues
Please check your order when it arrives and contact us straight away if anything is faulty, damaged or not what you ordered, so we can put it right. Faulty or incorrect items are returned free of charge.

Non-returnable items
Personalised or custom-made items and gift cards can't be returned unless they're faulty. Please get in touch if you have questions about a specific item.

Exchanges
Exchanges are possible through your account's return portal or by email.

Refunds
We'll let you know once we've received and inspected your return. Approved refunds are made to your original payment method within 14 days of us receiving the item. If you return your whole order, we'll also refund the standard delivery charge you paid. Your bank may take a few extra days to show the refund.

Wrong address
If you give an incorrect address, the parcel will come back to us, which can take up to a month. Once you've confirmed the right address, we'll resend it and you'll pay the same postage again. If your order is delivered to an incorrect address you provided (for example, the wrong house number), we can't refund it unless it's returned to us.

Unclaimed parcels
Unclaimed parcels are returned to us and held for 14 days. If you'd like it resent, you'll pay the postage again. Parcels not claimed within 14 days of reaching us will be disposed of, and we can't give a full refund after a failed delivery.