Once an order has been placed, we allow a window of 24 hours where you are able to cancel your order.  Please contact us within this time period to avoid your order being initiated by our design team.  After the 24 period we will not be able to cancel your order.


We hope that you are delighted with your order but we understand that there may be an occasion where you will need to return something to us.

Our products are bespoke and made to order so we want to avoid a casual returns policy.   However if your order has been damaged or is faulty and it hasn’t been custom made specifically to you, please contact us.  We will access the circumstances and then help organise a return.  Your order must be returned in it’s original condition within 7 days of it’s arrival, for a refund.  (excluding original delivery fees).

We do not offer a free returns service, or returns for commercial customers.

1. Return by post.

If your item is small enough to take to the post office, please fill in and post back your item(s) to our return address:

Then Imagine
Unit 6, Toghill House
Freezing Hill
BS30 5RT

Please note: You will be responsible for covering the postage costs for your return.

Other delivery services.

If your order was delivered via courier, please contact our customer service team at where they will help to arrange a collection for you.

The delivery charge will be deducted from your refund.  This collection service is subject to the terms and conditions of the courier and is subject to change. Whilst we endeavor to ensure that the collection is at a time and date of your convenience, this cannot always be guaranteed or upheld by the courier.

Large and fragile item collection.

For all our large/Fragile item delivery services, our collection fee is £35.00 and can take up to 1 week to arrange depending on your location within the UK mainland. Please contact our customer service team at and we will arrange a collection for you.