RETURNS

----

We comply with distance selling laws for online purchases and have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with no signs of any damage to the print surface or reverse, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at backdropstore@capturebylucy.com. Please note that returns will need to be sent to the following address:

The Dairy, Shearstock Estate , Shaftesbury, Dorset SP7 9PT, United Kingdom

Please note that if your country of residence is not United Kingdom, shipping your goods may take longer than expected.

You are responsible for all return shipping costs. We recommend a proof of postage and/or tracked delivery and cannot be responsible for the refund if the returned backdrop is not safely delivered to us.

We cannot refund any customs duties of taxes incurred paid by international customers.

You can always contact us for any return questions at backdropstore@capturebylucy.com.

Damages and Issues

Your backdrops are packed by hand and checked thoroughly for any quality issues.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged in transit, or if you receive the wrong item, so that we may evaluate the issue and make it right.

If your backdrop arrives damaged please send an email with photographs of the damage within 48 hours to backdropstore@capturebylucy.com.  

We can only ship to the address listed on the order. In the event the shipping address is incomplete you will be asked to cover any additional postage to resend your order. Thank you for your understanding.

We cannot accept returns on custom backdrops, unless in the event the backdrop arrives damaged. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Or we can create a listing for the additional postage cost for the replacement backdrop.

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, completely unused, free from any damage, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

Once we notify you of your return being received and following inspection, if accepted, you will be refunded on your original payment method within 5 business days, less the original postage cost. Please remember it can take some time for your bank or credit card company to process and post the refund too.