Returns & Refund Policy

Last updated: 20 September 2026

We hope you will be delighted with your purchase. If you change your mind or there is a problem with your order, this policy explains how to request a return, replacement or refund.

This policy applies to purchases made directly through The English Colouring Book Company website. It does not affect your statutory rights.

1. Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at hello@ecbcompany.co.uk.

If we are able to cancel the order before dispatch, we will issue a full refund to the original payment method.

If the order has already been dispatched, please follow the returns process below.

2. Change-of-mind returns

You may cancel your order and request a return within 14 days of receiving it. You do not need to give us a reason.

After notifying us that you wish to cancel, you must return the goods within a further 14 days.

Customers may inspect a product as they would reasonably be able to in a shop. Returned products should be complete and, wherever reasonably possible, returned with their original packaging.

Watercolour sheets must be unpainted, unmarked and undamaged. All sheets, instructions, folders and other contents supplied with the product must be returned.

We may make a reasonable deduction from the refund if handling beyond what is necessary to inspect the product has reduced its value.

3. How to request a return

To request a return, email hello@ecbcompany.co.uk and include:

Your name
Your order number
The product or products you wish to return
Confirmation that you wish to cancel the order
The reason for the return, if the product is faulty, damaged or incorrect

We will provide return instructions.

Unless otherwise agreed, returns should be sent to:

The English Colouring Book Company
Unit 15
Kirkby Stephen Business Park
St Luke’s Road
Kirkby Stephen
Cumbria
CA17 4HT
United Kingdom

Please package returned products carefully to protect them in transit.

4. Return postage

Customers are responsible for the cost of returning unwanted products.

We recommend obtaining proof of postage and using an appropriate tracked service, as the returned goods remain the customer’s responsibility until they are received by us.

If a product is faulty, damaged, incorrect or not as described, The English Colouring Book Company will cover reasonable return postage costs or provide an appropriate return method.

Please contact us before returning a faulty, damaged or incorrect product.

5. Refunds

For change-of-mind returns, we will issue the refund within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever occurs first.

Refunds will be made to the original payment method.

If you cancel and return an entire order, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, such as Priority Delivery, the additional delivery charge is not refundable.

If you return only part of an order, the original delivery charge will not normally be refunded.

Your bank or payment provider may take additional time to credit the refund to your account.

6. Faulty, damaged or incorrect products

If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible at hello@ecbcompany.co.uk.

Please provide:

Your name and order number
A description of the problem
Photographs of the product and packaging, where appropriate

Depending on the circumstances and your legal rights, we will offer an appropriate remedy, which may include a replacement, repair, price reduction or refund.

We will cover reasonable return costs where goods are faulty, damaged, incorrect or not as described.

7. Products that cannot be returned for a change of mind

We cannot accept change-of-mind returns for:

Personalised or custom-made products
Products that have been painted, coloured, marked, altered or damaged after delivery
Products returned incomplete
Any other products excluded from cancellation rights by applicable law

These exclusions do not apply where a product is faulty, damaged, incorrect or not as described.

8. Exchanges

We do not currently operate a separate exchange service.

If you wish to change an unwanted product for another collection, please return it in accordance with this policy and place a new order.

If we sent the wrong product, please contact us and we will arrange an appropriate replacement.

9. Model cancellation form

You may use the following form to cancel an order, although you are not required to use it:

To: The English Colouring Book Company, Unit 15, Kirkby Stephen Business Park, St Luke’s Road, Kirkby Stephen, Cumbria, CA17 4HT, United Kingdom

Email: hello@ecbcompany.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Order number:

Goods ordered:

Date ordered:

Date received:

Customer’s name:

Customer’s address:

Customer’s signature, if submitting this form on paper:

Date:

10. Contact us

If you have any questions about a return or refund, please contact:

The English Colouring Book Company
Email: hello@ecbcompany.co.uk