Returns & Exchanges

Do you need to return an incorrect item, or has something been damaged in transit?

Please see below for information on how we would like you to proceed.


Damages in Transit



If you find the items you ordered are unsuitable, please contact us within 14 days of receiving the goods advising that you wish to cancel the order and return them for a refund as soon as possible to ensure you receive a prompt refund. The goods must be returned unused and in the original undamaged packaging within 28 days of receipt, to qualify for a refund.  Please include details of your order number, name and reason for returning the goods on all occasions in order to expedite the refund process.

Postage costs for the return of these items will NOT be refunded.  Please bear in mind the Royal Mail costs when deciding whether to return this, they can often be exorbitant for heavier and bulky items.  Please ensure that you obtain a certificate of posting from the Post Office, which is provided free of charge.

Refunds will be processed within 14 days of receipt of goods being received in a resaleble condition.

Please note the following –

That's Crackers Ltd are not liable for the cost of returning goods to us unless the goods are defective or have been sent in error. Please ensure every care is taken when repacking goods for return so as to avoid damage in transit.

Bespoke orders made to a customer's own specifications or ordered in specifically for you cannot be returned, unless faulty.

The statements above apply in addition to any other statutory rights.


We take great care to ensure our parcels are packed so that your items arrive in perfect condition, however sometimes damage does occur in transit. In this instance, please email us immediately, with your order number and full details of the damaged item with photos if possible. Please do not dispose of the item and packaging until we have dealt fully with your enquiry as it may be needed.   

Please return items to the address below, including either your invoice or your original order number & the name the order was placed in:

Returns Department
That's Crackers Ltd
The Cracker Rooms
15 Fleets Lane Industrial Estate
Willis Way
BH15 3SU


If you have purchased the wrong item and would like an exchange, you will need to return the goods, as above. You will be refunded for the goods returned once we receive them back in a complete and re-saleable condition.

For administration purposes you will need to complete and pay for a new order for the item(s) required, including the relevant postage. This will be despatched in line with our usual terms and conditions.