From our studio to your door.

Prefer it explained step by step? Our Delivery & returns guide works out your dates, shows how to pack plaster and writes a cancellation note for you. This page is the full policy.

This policy applies to orders placed on or after 7 November 2026. Orders placed earlier are covered by the terms in place when they were made, and nothing here reduces the rights attached to them.

Every Flare piece is cast by hand in Shrewsbury, and we want you to love it. If you change your mind, the law gives you a clear right to cancel, and we honour it fully. We also ask you to treat a returning piece of plaster with the same care we gave it on the way out.

In short

• You can cancel within 14 days of delivery for any reason. You then have a further 14 days to send the piece back.
• For change-of-mind returns you pay the return postage. For our largest pieces, we confirm the return cost before you buy.
• Please pack the piece as carefully as it arrived. If it has been painted, fixed, cut or damaged, we may deduct the loss in value from your refund. We'll always show you why.
• We refund within 14 days of receiving the piece back, or of your proof of postage if that comes first, to your original payment method.
• If a piece arrives faulty, damaged or wrong, the law gives you a separate set of rights. We put it right and cover the reasonable cost of the return.
• Your statutory rights are never affected by this policy.

Who this policy covers

This policy applies when you buy as a consumer in the UK. That covers orders on flarestudio.uk and through our Etsy and eBay shops. On Etsy or eBay, refunds are paid through that platform, and you can use its messages or returns tools to contact us.

If you buy for a business, including through a trade account, the consumer cancellation rights below don't apply. Your trade terms and any rights the law gives business buyers apply instead.

Orders delivered outside the UK are covered in "Orders delivered outside the UK" below.

Changing your mind: your 14-day right to cancel

You can cancel your contract with us for any reason within 14 days. You don't need our approval, and you don't have to give a reason.

When the 14 days end. The period ends 14 days after the day the piece is delivered to you, or to someone you nominate other than the courier. For example, if it arrives on Monday 1 June, you can cancel up to and including Monday 15 June.

Several pieces delivered on different days. If one order is delivered in more than one parcel on different days, the 14 days run from the day the last piece arrives. This often applies to sets.

Before delivery. You can also cancel at any time between placing your order and receiving it. If we haven't dispatched your order yet, we'll stop it and refund you in full. If it's already on its way, please return it as described below once it arrives.

How to cancel. Tell us clearly that you want to cancel, by email to joseph@flarestudio.uk or by message on Etsy or eBay if you ordered there. Please include your name, order number and the pieces you're cancelling. You can use the optional model cancellation form at the end of this policy, but you don't have to. Any clear statement is enough. Your cancellation counts as long as you send it before the 14 days end. We'll confirm we've received it by email.

What doesn't affect your right to cancel. You don't need our approval, a returns number or the original packaging to cancel. We ask for those things only to help a fragile piece travel safely.

Sending your piece back

Deadline. Please send the piece back without undue delay, and no later than 14 days after the day you tell us you're cancelling.

Where to. Flare Studio UK, 28 Alms Court, Meole Brace, Shrewsbury SY3 9JB, United Kingdom. Please put your order number inside the parcel.

Return costs. If you're returning a piece because you've changed your mind, you pay the direct cost of sending it back. We don't refund this cost. We don't collect returns unless we agree to do so in writing; if we offer collection, we'll tell you the cost before you accept.

Larger pieces. Overdoors over 70 cm wide and ceiling roses over 60 cm across are too big to send back by standard post and need a courier. Before you order one of these, please ask us and we'll confirm the current return cost in writing. Actual costs depend on the courier you choose and where you're sending from.

Packing fragile plaster

Plaster is strong once fitted but can chip or crack in transit if it moves around in the box. Please use the original packaging where you can. If you no longer have it, use packaging that protects the piece just as well.

1. Wrap the piece in at least two layers of bubble wrap, with extra around edges, points and any raised detail.
2. Use a rigid, double-walled box with at least 5 cm of padding on every side.
3. Fill every gap so nothing moves when you shake the box gently.
4. Wrap light fittings, remotes and batteries separately and tape them in place.
5. Mark the box "Fragile" and "This way up".

We recommend a tracked service and keeping your proof of postage until your refund arrives. Many couriers limit or exclude cover for plaster and other fragile items, so check your courier's terms if you want cover. Cover is your choice, not a condition of your return.

Checking a piece and the condition we expect back

You're welcome to handle a piece as you would in a shop. Unwrap it, look it over, hold it up to your wall or ceiling to judge size and colour, and switch on a battery light to see it lit.

Going further than that can reduce what the piece is worth. Examples include painting, priming or sealing it; sanding, filling, drilling, cutting or enlarging the centre opening; gluing or fixing it to a wall or ceiling; wiring it in; and chipping or breaking it.

If a returned piece has lost value because it was handled beyond what was needed to check it, we may reduce your refund by the actual loss in value. The amount depends on what can be put right. A piece that can be refinished may mean a small deduction. A piece that has been painted, fixed in place, cut or damaged beyond repair may have lost all of its value. In that case the deduction can be up to the full price of that piece, where the law allows.

We will never deduct anything without telling you why. If we make a deduction, we'll send you photos of the piece as it arrived and a written explanation of how we worked out the amount. We don't charge restocking or admin fees, and a piece arriving back with a problem never means "no refund" automatically.

Your refund

What we refund. We refund the price you paid for the pieces you cancel. Where the law requires it, we also refund the delivery charge you paid, up to the cost of our cheapest standard delivery option. If you chose a faster or premium service, we refund only what standard delivery would have cost. Return postage for change-of-mind returns isn't refunded.

When. We refund without undue delay and within 14 days of the earlier of:

• the day we receive the piece back; or
• the day you send us evidence that you've sent it, such as proof of postage or a tracking reference.

If you cancel before we've dispatched anything, we refund within 14 days of the day you tell us.

How. We refund to the payment method you used, unless you expressly agree to something else. We don't charge any fee for refunding you. Etsy and eBay orders are refunded through that platform. Your bank or card provider may take a few extra days to show the money in your account.

If we refund before the piece arrives. If we refund on your proof of postage and then find the piece has lost value through handling, we'll ask you to pay us the amount of that loss. We'll send you the same photos and written explanation described above.

Pieces that can't be cancelled for a change of mind

The right to cancel doesn't apply to goods made to your own specifications or clearly personalised. For us, that means pieces such as:

• a size or shape we don't list;
• a colour matched to your own sample or paint reference;
• a design changed at your request; or
• a piece with lettering, initials or another personal detail.

If an order falls into this category, we'll tell you in writing before you place it.

These are not treated as bespoke, and you keep your full right to cancel:

• any design in our catalogue, even though it's hand-cast to order;
• any listed finish or colour: Natural White, White Primed, Primed & Matte White, Cream, Rose Garden, Pink Petals, Chestnut Brown, Pale Turquoise or Coral;
• the choice of a 50 mm wire hole or a solid centre on a ceiling rose;
• battery or mains versions of a wall light; and
• sets of pieces.

Bespoke and personalised pieces are still covered by your rights if they're faulty, damaged or not as agreed.

Sale items

Pieces bought in a sale or with a discount have exactly the same rights as full-price pieces. If you cancel, we refund the price you actually paid.

After the cancellation period

We don't offer a change-of-mind period longer than the one the law sets. If you contact us after it has ended, we may consider a goodwill return at our discretion. Any goodwill return is on terms we agree with you in writing at the time. This doesn't affect your rights if a piece is faulty, damaged or not as described.

Faulty, damaged, incorrect or not as described

Your rights here come from the Consumer Rights Act 2015. They are separate from your right to cancel, and nothing in this policy limits them.

Every piece must be of satisfactory quality, fit for purpose and as described. If it isn't:

• Within 30 days of delivery you can reject it for a full refund.
• Or, at any time, you can ask for a repair or replacement. If that isn't possible, or doesn't put things right, you can ask for a price reduction or reject the piece for a refund. Within the first six months we make no deduction for use.
• Faults that show within six months of delivery are taken to have been there at delivery unless we can show otherwise.
• You can make a claim for up to six years, or five years in Scotland.

Arrived damaged? A piece is our responsibility until it reaches you. If it arrives damaged, please let us know as soon as you can, ideally within 48 hours. Send photos of the piece, the box and the delivery label. Reporting quickly helps us claim from the courier and get a replacement under way sooner. It isn't a deadline: telling us later doesn't remove your rights.

Returning a faulty or incorrect piece. We cover the reasonable cost of getting it back to us. We'll send you a prepaid label, arrange a collection, or refund your postage. For a broken piece, photos are often all we need.

Refunds for faulty pieces are made within 14 days of the day we agree you're entitled to one, to your original payment method, with no fee.

What isn't a fault. Every piece is hand-cast, so small pinholes and slight variations in surface and shape are part of its character. We describe these on each product page. Damage caused by fitting, painting, wiring or misuse after delivery isn't a fault either.

Exchanges

The quickest way to swap a piece is to cancel the one you have, as above, and place a new order for the one you'd like. If you'd rather we arrange it, just ask.

Orders delivered outside the UK

If your order is delivered outside the UK, we offer the same 14-day cancellation terms set out above. The consumer law where you live may give you further rights, and nothing in this policy takes them away. Return postage from outside the UK can be expensive for large or fragile pieces. Please ask us for an estimate before you send anything. You're responsible for any customs or import charges on a change-of-mind return.

Orders placed before 7 November 2026

The terms in force when you placed your order still apply to it. Nothing in this updated policy removes any right attached to an earlier order.

Contact us and returns address

Flare Studio UK
28 Alms Court, Meole Brace, Shrewsbury SY3 9JB, United Kingdom
Email: joseph@flarestudio.uk
WhatsApp or phone: +44 7522 325040 (Monday to Friday, 9am to 5pm)

Model cancellation form

You don't have to use this form. Copy it into an email, or print and post it, if it helps.

To: Flare Studio UK, 28 Alms Court, Meole Brace, Shrewsbury SY3 9JB, United Kingdom, joseph@flarestudio.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date:

[*] Delete as appropriate.

Returns and cancellations, explained: see our Delivery & returns guide. This page is the full shipping policy.

Shipping Policy

At flare, each piece is handmade in Britain and carefully packed before dispatch.

1. Processing Times

All items are made, checked, and packed before being sent.

Estimated processing times are shown at checkout or on the product page. Processing times may vary during busy periods, holidays, or when an item is made to order.

If there is a significant delay with your order, we will contact you as soon as possible.

2. UK Shipping

UK orders are shipped using a tracked courier or postal service where possible.

Estimated delivery times are usually 2–5 working days after dispatch, depending on the service used.

Delivery times are estimates only and are not guaranteed.

3. International Shipping

Delivery to EU countries and the USA is free. Delivery to other supported destinations is £35 per order. Any available delivery services and charges are confirmed at checkout.

International delivery times vary depending on the destination country, courier, customs checks, and local postal services.

Customers are responsible for any customs duties, import taxes, handling fees, or local charges that may apply in their country.

flare is not responsible for delays caused by customs or import processing.

4. Delivery Address

Please make sure your delivery address is correct before placing your order.

We are not responsible for orders delayed, lost, or returned due to incorrect or incomplete address details.

If an order is returned to us because of an incorrect address, failed delivery, or non-collection, the customer may be responsible for the cost of re-delivery.

5. Damaged Items

Each order is carefully packed to protect the item during delivery.

Your order is our responsibility until it reaches you. If your item arrives damaged, please tell us as soon as you can, ideally within 48 hours of delivery, with clear photographs of:

• the item  
• the packaging  
• the shipping label  

Reporting quickly helps us claim from the courier and get a replacement under way sooner, but it is not a deadline: telling us later does not affect your rights. We will put it right with a replacement, repair or refund, as set out in our returns, cancellations and refunds policy.

6. Lost or Delayed Parcels

If your parcel appears to be delayed or lost, please contact us and we will investigate with the courier.

Please allow a reasonable amount of time for courier delays, especially during busy periods, severe weather, postal disruption, or customs processing.

7. Failed Delivery or Non-Collection

If a parcel cannot be delivered or is not collected from a pickup point, it may be returned to us.

If this happens, we can arrange re-delivery once the customer has paid any additional postage costs.

8. Contact

For shipping questions, please contact us through the contact details provided on our website.

flare  
www.flarestudio.uk