Returns Policy


We are confident that you will be satisfied with your purchase from The Identity Store Ltd and it’s website If you are not, we will replace the product, refund or issue a credit note providing the returned goods are still in their original packaging and have not been opened or any part of the item(s) missing. If goods are returned because the customer has changed their mind then this must be done within the 14 day period which is the right of the consumer under the Distance Selling Regulations and a refund must be made within 30 days by the seller for the cost of the products initially ordered and the carriage paid to send the order. The seller is not responsible for the postage/shipping to return an order.

Care must be taken returning goods particularly leather which should not be left near heat sources or in damp conditions and must be protected and any creasing kept to an absolute minimum. If goods are received back either without original packaging or in poor condition, we reserve the right to make a decision on the value of the returned goods and refund only that part of the value. We will notify you by email or telephone should this be the case.

In regard to Identity in Printing, The Identity Store’s leather printing, bespoke and personalisation business, product return will not be accepted nor refunds given for any part of the order once the customer gives permission for their work to commence.

If goods are received in a faulty condition we must be notified within 48 hours and we will be responsible for rectifying the situation either in replacement or receiving goods back for a refund. If we are not notified until after this period, we will work with the customer to a satisfactory conclusion.

We will aim to process any return within 7 days of receipt however in very busy periods this can take up to 14 days. Also your bank may take up to a further 7 days to show a transaction on your account, therefore we ask that you allow up to 21 days from the date that we receive your return for a refund to appear.

When returning any goods to us, we recommend that a recorded delivery service is used and that you keep a record of posting as we cannot be held responsible for packages that fail to reach us. Please also check with the Post Office/Carrier that your return is adequately insured against loss or damage.

Please return all goods to The Identity Store, Holt Lane, Matlock, Derbyshire, DE4 3LY. If you need to discuss a return with us, please call during office hours Monday to Friday 9.00am – 5.30pm on 01629 581403 or email us at

If returning a clearance/reduced item(s), any refund due will be communicated at our discretion unless the item is proven faulty.

If returning an item from overseas, please ensure that the postage is paid in full and is clearly labelled ‘Returned Goods’ to avoid any import duty levy from HM Customs & Revenue for which we will not be liable.

No products are sold on a sale or return basis under any circumstances.

Non Arrival/Lost Items If an order has not arrived within an expected time frame we would ask that you check with neighbours or contact your local Royal Mail delivery office in case they have tried to deliver but forgotten to leave a card. If a carrier has been used you will receive tracking information by email and will normally receive an order within 48 hours of despatch, please check the tracking and if a non-arrival occurs please contact us immediately.

Weights, Measures and Quantities All weights, measures, quantities and sizes are approximate.

All goods remain the property of The Identity Store Limited and it’s subsidiaries until fully paid for.

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We will, to the best of our ability, offer a good service and help wherever possible, in the unlikely event you do have a complaint, please email us on and we will do our very best to achieve a satisfactory outcome.

Identity Leather Craft and Identity in Printing are trading names of The Identity Store Limited, Holt Lane, Matlock, Derbyshire, DE4 3LY. VAT No. 780174331, Company No. 4319041.

Updated January 2022