Refund policy

Returns & Refunds Policy

At Spirit & Shadow, we strive to provide high-quality products, but we understand that returns may sometimes be necessary. We aim to make this as easy as possible for you.

🇪🇺 European Union Orders (Right of Withdrawal)

We have a 14-day return policy, which means you have 14 days from the date of receiving your order to request a return.

Return Shipping Costs:

  • Customers are responsible for return postage

  • We do not provide return shipping labels.

  • Returns must be sent via registered post with tracking. Refunds cannot be issued for lost or untracked parcels.

Return Conditions:

To be eligible for a return:

  • Items must be unused, unworn, with tags, and in original packaging.

  • You must provide proof of purchase (receipt or order confirmation).

  • Gift cards are non-refundable. Standard sale items are eligible for returns in line with our standard EU 14-day policy, provided they meet all other return conditions.

  • Custom-printed or personalised items are non-returnable unless they arrive damaged or defective.

  • Tea and herbal infusions cannot be returned if the inner freshness seal or packaging has been opened or broken after delivery.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please notify us as soon as possible at contact@spiritandshadow.ie so we can resolve the issue promptly.

Email us at contact@spiritandshadow.ie with:

  • A clear description of the issue

  • Photos of the item

If your return is accepted, we will refund the original postage cost along with the item’s cost.
This applies only to faulty or incorrect items.

🇺🇸 🇨🇦 International Orders (USA & Canada)


 ### Faulty, Damaged, or Incorrect Items
 If your item arrives damaged, faulty, or if we made a mistake and sent you the wrong product, the international return rules above **do not apply**.
 Please contact our customer support team immediately at **contact@spiritandshadow.ie** with your order number and photos of the damage/fault. If an item is confirmed faulty, we will either send a replacement or issue a full refund, and you will **not** be responsible for international return shipping costs.

Please note that our return process for international orders differs from domestic orders due to the complexities of international freight.
 * **Contact Us First:** **Please contact us first at contact@spiritandshadow.ie for specific returning instructions before you mail any item back.** Returns sent without prior authorization or instructions cannot be accepted or processed.
 * **30-Day Return Window:** You have **30 days** from the date your item is delivered to request a return.
 * **Return Shipping Costs:** For all orders shipped to the **United States and Canada**, the customer is responsible for booking and paying for their own return shipping label to send the item back to our facility in **Ireland**. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
* **Condition of Items:** To be eligible for a refund, items must be returned unused, unopened, in their original packaging, and in the exact same condition that you received them.
 * **Duties & Original Shipping:** Original shipping charges, customs duties, or clearance fees paid at the time of import are non-refundable.

How to Return an Item

To exercise your right of withdrawal or request a return, you can use our self-service portal directly.

  • Go to our https://account.spiritandshadow.ie to submit your request instantly.

  • Alternatively, you can email us at contact@spiritandshadow.ie.

Once your request is logged via the portal or confirmed via email, please send your parcel to our return address below. Please include your order number inside the parcel to ensure a smooth refund process.

Return Address:

Spirit & Shadow
Holmanhill
Duncormick
Wexford
Y35 V448
Ireland

⚠️ This is a postal return address only.
Spirit & Shadow is an online-only store. We do not operate a public shop, showroom, or offer in-person visits.

Please include your order number inside the parcel to ensure a smooth refund process.

EU 14-Day Cooling-Off Period

If you’re in the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason.
Returned items must be:

  • Unused and in original condition

  • In original packaging

  • Accompanied by proof of purchase

Shipping costs are covered by the customer unless the item is faulty or incorrect.

Exchanges

We do not offer direct exchanges.
If you'd like a different item, please place a new order and return the original for a refund.

Refunds

Once we receive and inspect your return, we’ll let you know if your refund is approved.

If approved:

  • Refunds will be processed to your original payment method within 10 business days. This may differ for international payments.

  • Your bank or payment provider may take additional time to process the transaction.

  • If it’s been more than 15 business days since approval and you haven't received your refund, contact us at contact@spiritandshadow.ie.

Additional Information

Certain personal care, wellness, or hygiene items (such as unsealed aromatherapy blends or cosmetics) are excluded from the right of withdrawal due to health protection or hygiene reasons if they have been unsealed after delivery.