Returns & Exchanges

We hope that you are happy with your purchase, however if you are not, please return it to us in its original condition within 28 days of receipt and we will be happy to exchange it or give you a refund. Return postage charges are non-refundable unless your order was faulty or incorrect. Please note: this does not extend to items which are made to order.

1. Package your return items

Wherever possible, please return the items in their original (or similarly robust) packaging. Please note that when returning an item, the parcel is your responsibility until it reaches us. We recommend that you ask your Post Office for a proof of posting (available free of charge). This guarantee does not affect your statutory rights. Returns should be sent to:

Brontë Parsonage Museum Shop (Returns)
Church Street
Haworth
West Yorkshire
BD22 8DR
United Kingdom

2. Call our customer service team

You can cancel your order by telephoning +44 (0)1535 640181 or by email to  shop@bronte.org.uk 
 

3. Return your goods in person to the Brontë Parsonage Museum shop, Haworth

You may also return an online order in person to the Brontë Parsonage Museum Shop, Haworth. 
Please contact us on +44 (0)1535 640181 or email shop@bronte.org.uk and let us know that you would like to return the item in store.

4. Exchanges

If you require a different item, please return the original item and contact us via email to request a different size/colour and we’ll do our best to post one out to you upon receipt.

5. International

International customs duties and sales taxes are not refunded for shipments outside the EU. If you are returning anything to us from outside the UK you must complete a customs declaration, correctly indicating that the package contains “returned goods” or similar. We will not pay customs duty in order to receive back the returned item(s).

6. Exceptions

Please note: items excluded from this policy are items that are made to your specifications or clearly personalised; perishable or edible items such as chocolates; and items which have been sealed where the seal is broken, including pierced earrings. These items are non-refundable and cannot be exchanged unless they are faulty or damaged.

7. Faulty or Damaged

In the rare event that goods are delivered faulty or damaged please contact our retail team on +44 (0)1535 640181 or email shop@bronte.org.uk so we can arrange a replacement or a refund. Goods are classified as faulty if they are received damaged, or when a manufacturing fault occurs within 6 months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty.

8. Payment

Payment is taken from your card once your order is placed and you have received your email confirmation.

Any refunds granted will be credited to the Debit or Credit Card used at the time of order processing. Once we receive the item(s), we will issue a refund or replacement(s), whichever is requested and depending upon availability.

Refunds will be issued within 14 days of receipt of the returned goods. A refund will be issued for postage paid only when the item is found to be defective or incorrectly supplied from the original order. If you fail to return goods at your expense, the Brontë Parsonage Museum Shop reserves the right to charge the direct costs for their recovery and may offset that amount against any refund due.