Refund policy

Last updated: 30 September 2026

We want you to love what you bring home. If something isn't right, here's exactly how returns and refunds work at Amberlow Home, a brand operated by WildLetters Lda.

Returns at a glance

  • 30 days from the day you receive your order to request a return, for any reason.
  • Items must be unused, unwashed and in their original packaging.
  • Faulty, damaged or incorrect items: we cover everything, including return shipping.
  • Refunds go back to your original payment method within 14 days of us receiving your return.

How to start a return

  1. Email support@amberlowhome.com within 30 days of delivery with your order number and the item(s) you'd like to return.
  2. We'll reply within 1 business day with your return instructions and the return address. Please don't send items back without contacting us first, as we can't process unannounced returns.
  3. Send the item back within 14 days of our reply. We recommend a tracked service and keeping proof of postage.

Change of mind

You can return any eligible item within 30 days of delivery, including items bought on promotion. The item must be unused, unwashed, free of stains, odours and pet hair, and returned in its original packaging. Return shipping for change-of-mind returns is paid by you. If the item comes back used or damaged, we may reduce the refund to reflect the loss in value.

For lower-value items (under USD 25 or the local equivalent) we may, at our discretion, refund you without asking for the item back.

Faulty, damaged or incorrect items

Please check your order when it arrives. If an item is faulty, damaged in transit or not what you ordered, email us with your order number and a photo. We'll send a replacement or give you a full refund, and we cover any return shipping. If a fault appears later, contact us too: your statutory rights (see below) still apply after the 30-day window.

Items we can't accept back

  • For hygiene reasons: pillows, pillowcases, sheets and mattress toppers once their hygiene seal or protective packaging has been opened. Unopened, they can be returned like any other item. This does not affect your rights if the item is faulty.
  • Gift cards.
  • Items damaged through misuse or not following the care instructions.

Refunds

Once your return arrives, we'll inspect it and email you. Approved refunds are made to your original payment method within 14 days of us receiving the item. Your bank or card provider may take a few extra days to show it. If you received free shipping on your order, no shipping charge is deducted from your refund.

Exchanges

We don't offer direct exchanges. The quickest way to get a different size or colour is to return the original item and place a new order.

Order cancellations

You can cancel free of charge until your order has shipped. Email us as soon as possible with your order number. Once an order has shipped, please follow the return process above.

Your statutory rights

This policy is in addition to, and does not limit, the rights you have under the consumer law of your country.

  • United Kingdom: under the Consumer Contracts Regulations you may cancel your order within 14 days of receiving it without giving a reason; our 30-day policy includes this right. Goods must also be as described, of satisfactory quality and fit for purpose under the Consumer Rights Act 2015.
  • Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
  • New Zealand: nothing in this policy limits your rights under the Consumer Guarantees Act 1993.
  • United States and Canada: nothing in this policy limits any rights you have under applicable federal, state or provincial law.

Cancellation form (UK customers)

If you'd like to use it, you can copy this text into an email to support@amberlowhome.com:

To WildLetters Lda (Amberlow Home), Rua Alfredo Allen 455, 4200-135 Porto, Portugal, support@amberlowhome.com: I hereby give notice that I cancel my contract for the sale of the following goods: [item(s)], ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Order number: [number]. Date: [date].

Questions?

Write to us at support@amberlowhome.com. We reply Monday to Friday, usually within 1 business day.